Дарья Ложеницына

@darialozhenitsyna

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Experienced Technical Support Team Lead with a focus on project management.

Russian Federation

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What I'm looking for

I seek a role that fosters growth, values collaboration, and challenges my skills.

Hi! My name is Daria!

I've been in IT for almost 7 years now. I have been working in customer support since 2018, first, as an agent, then as a quality control specialist, and finally as a Senior Project Manager.

I am devoted to my field and passionate about customer experience. I enjoy different creative challenges my job entails, and am always eager to learn new things, no matter how trivial it may sound :)

Experience

Work history, roles, and key accomplishments

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Current

Senior Customer Support Project Manager

Current

UAB “Ansvery”

Jun 2022 - Present (3 years)

Led the establishment of technical support processes for multiple projects, managing teams of up to 14 agents. Developed workflows, SLAs, and knowledge bases, while optimizing internal processes to enhance client satisfaction and team performance.

Project Management Team Leadership Zendesk Intercom Process Optimization Customer Support Training Performance Metrics

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Quality Assurance Specialist

UAB “Ansvery”

Nov 2021 - Jun 2022 (7 months)

Assessed support agents' performance and created KPI categories tailored to project needs. Trained agents who advanced to senior roles, and contributed to game updates as an alpha-tester.

Quality Assurance KPIs Training Customer Service Documentation Process Improvement

Customer Service Specialist

DHL Express (Ivanovo agency)

Oct 2011 - Dec 2017 (6 years 2 months)

Served as a multi-skilled manager, maintaining client relationships and optimizing onboarding processes. Achieved high agency scores through effective communication and service delivery.

Customer Service Relationship Management CRM Systems Onboarding Communication Skills Time Management Problem Solving

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Senior Technical Support Specialist

UAB “Ansvery”

Jun 2011 - Dec 2017 (6 years 6 months)

Handled diverse user requests across multiple helpdesk platforms and social media. Contributed to onboarding new client projects and authored a knowledge base that significantly reduced response times.

Technical Support Onboarding Performance Metrics Customer Satisfaction

English Language Teacher

Ivanovo College of Economics and Trade

Nov 2008 - Jun 2011 (2 years 7 months)

Developed educational materials and supervised students, fostering a positive learning environment. Managed classroom dynamics and organized various activities to enhance student engagement.

Teaching Curriculum Development Classroom Management Student Engagement Conflict Resolution Communication Skills Activity Organization

Education

Degrees, certifications, and relevant coursework

Ivanovo State University

Higher Education, English Philology

2004 - 2009

Studied English philology, focusing on the intricacies of the English language and its literature. Developed skills in linguistic analysis and cultural studies.