Egor Smirnov

Designed and implemented internal automation workflows for document review and meeting analysis using AI-assisted processing to improve accuracy, consistency, and operational efficiency (reported +84). Automated review and validation of structured documentation against predefined criteria, and built transcript analysis workflows to extract actionable insights.

Tested new API nodes in a low-code automation platform to ensure compliance with internal guidelines and accuracy against official API documentation using Postman. Created and maintained OAuth apps and API key connections, and tracked issues in Jira.

Provided empathetic customer support for complex flight-related cases, resolving ticket changes, cancellations, and refunds while following the company’s communication standards. De-escalated high-stress situations and guided users step-by-step through booking corrections and payment-related issues using support and testing tools.

Performed manual testing for web and mobile platforms on outsourced QA projects in healthcare and betting domains. Wrote bug reports, maintained Jira test documentation, and executed regression and smoke tests based on test cases and checklists while collaborating with developers, designers, and product managers.

Handled customer inquiries for account, transaction, and P2P issues using Zendesk and internal tools, while maintaining service quality to team guidelines. Assisted in resolving P2P disputes and escalated complex or sensitive cases with clear communication across internal teams.

Provided technical and customer support for account access and platform functionality, meeting internal response-time and quality standards. Used Zendesk and Aircall to manage multi-channel communications, supported onboarding/training of new agents, and served as a reference for technical/process questions.

Completed a Bachelor’s degree in the Faculty of Law at St. Petersburg State University.