Open to opportunities

Vlad Pogosyan

@vladpogosyan

Message

Customer support team lead with a focus on user experience.

Armenia

Message

What I'm looking for

I am looking for a role that values user feedback and fosters team growth.

I am a dedicated Customer Support Team Lead with over 10 years of experience in enhancing user experience and driving customer satisfaction. At Disqo, I oversee daily operations, manage team workloads, and ensure our customer service standards meet industry benchmarks. My role involves collecting feedback and implementing actionable insights to improve our services continuously.

Previously, I served as a Senior Customer Support Specialist, where I provided expert support and collaborated closely with product teams to bridge the gap between users and the company. My journey began as a Clinical Data Manager, where I honed my project management and data analysis skills, which I now leverage to optimize customer support processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

DISQO

Aug 2021 - Nov 2024 (3 years 3 months)

Led the Customer Support department, overseeing daily operations, managing team workloads, and enhancing user experience through community feedback. Created reports and dashboards, participated in recruitment, and ensured customer service standards were met.

Team Leadership Customer Support Community Management Data Analysis Recruitment User Experience Reporting Scheduling Performance Monitoring

Senior Customer Support Specialist

DISQO

Aug 2020 - Jul 2021 (11 months)

Provided expert support to application users, resolving queries and identifying customer needs. Collaborated with the Product Team and assisted in onboarding new hires.

Customer Support Problem Solving Collaboration Training Process Improvement

Assigned Support Engineer II

WORKFRONT

Jun 2014 - Jun 2020 (6 years)

Served as a dedicated support engineer for strategic clients, troubleshooting software incidents and ensuring compliance with Service Level Agreements.

Technical Support Troubleshooting Client Management Software Incident Resolution Customer Service

Technical Support Engineer I

WORKFRONT

Jan 2013 - Aug 2014 (1 year 7 months)

Provided Tier 1 technical support for software incidents in a SaaS environment, focusing on troubleshooting and resolution.

Technical Support Troubleshooting SaaS Customer Service

Finance Manager

VOIPSHOP TELECOMMUNICATIONS

Mar 2010 - Apr 2012 (2 years 1 month)

Managed the Finance Department, overseeing financial functions, receivables distribution, and timely collection of client payments.

Financial Management Financial Reporting Team Leadership

Clinical Data Manager (Team Lead)

CLIENT ASSOCIATED BUSINESSES

May 2005 - Jan 2010 (4 years 8 months)

Led data management for clinical trials, overseeing discrepancy management, data validation, and project management tasks.

Data Management Clinical Trials Project Management Data Validation Team Leadership

Translator/Interpreter

US EMBASSY IN ARMENIA

Oct 2002 - Oct 2002 (0 months)

Provided translation and interpretation services for American Rescue Operations Team during training exercises in Armenia.

Translation Communication

Education

Degrees, certifications, and relevant coursework

Yerevan State Linguistic University

Bachelor of Arts, Languages

2000 - 2005

Studied English and Russian languages along with Russian literature, achieving professional working proficiency in English and native proficiency in Russian and Armenian.