@yanadzhavrunova
Technical Support Engineer with 4+ years of experience providing core product, billing, and payments support for a SaaS platform.
ArmeniaExpertise in troubleshooting complex technical and billing challenges, utilizing tools like Zendesk, Kibana, and Stripe to deliver effective solutions and enhance operational efficiency. Hands-on experience with billing systems, tax compliance, and payments/checkout testing, plus a track record of leading process-improvement projects and mentoring new team members.
Native-level fluency in English and Russian.
Work history, roles, and key accomplishments
Provided core product and billing support for a SaaS platform, handling high-volume ticket queues through Zendesk and exceeding KPI targets. Investigated complex technical and billing issues by analyzing logs in Kibana and HAR files, reproducing bugs, and identifying root causes.
OZON.ru
Nov 2020 - Jan 2021 (2 months)
Delivered personalized, high-volume support to 130+ customers per shift across chat, email, and phone, maintaining strong customer retention and satisfaction. Trained new employees and evaluated their performance for internal reporting.
Unilever Rus & Magnat Trade Enterprise OOO
Oct 2015 - Oct 2020 (5 years)
Managed merchandising activities across up to 15 stores, tracking inventory, coordinating with regional leadership, and training new merchandisers.
Degrees, certifications, and relevant coursework
Bachelor's Degree, Law and Social Security Administration
2013 - 2016
Bachelor's degree in Law and Social Security Administration from Astrakhan State University, completed in 2016.
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