Anastasia Tkachenko

Anastasia Tkachenko Project Coordinator | Customer Support Operations Professional Phone: - Email: - With over 12 years in Customer Support and Project Management, I bring a wealth of experience to the table. Whether it's navigating complex technical projects or ensuring top-notch customer satisfaction, I've got it covered. I thrive on making clients feel like they're part of the family, and I'm eager to bring that same level of care and dedication to your team. Let's collaborate and turn ideas into reality while keeping smiles on clients' faces. Experience A2 Hosting SEPTEMBER 2018 - PRESENT Project Coordinator/Support Operations Manager Assistant Support Operations Manager Assistant duties: Optimized workflows and automated processes to boost the efficiency, service quality and scalability of A2 Support Department. Led end-to-end project execution aligned with business priorities. Developed tools and best practices to enhance team performance, speed and quality. Analyzed workflows and performance data to drive improvements. Managed team PTO schedules to ensure balanced operations. Prepared performance reports by analyzing customer service data to support datadriven decision-making. Coordinated cross-functional meetings for alignment on objectives. Contributed to OKR development, alignment, and progress tracking. Project Management duties: Met with stakeholders to understand project requirements. Identified and mitigated project risks and dependencies. Developed comprehensive project plans and managed implementation processes. Led all project phases from research to production. Fostered open communication and facilitated meetings. Ensured project quality standards were met. Provided regular reporting to management. Hiring duties: Managed recruitment lifecycle, ensuring positive candidate experience. Updated job descriptions and tracked candidate records. Conducted initial interviews and coordinated interviews with managers. Collaborated with HR on offer formulation. Met staffing goals in a timely manner. Created using Resumonk - Online Resume Builder Maintained accurate recruitment records. Managed content of Applicant Tracking System. Created evaluation test tasks and performed skills checks. Cookie Dev Project Manager JANUARY 2018 - SEPTEMBER 2018 Defined project scope, analyzed requirements, and managed end-to-end project lifecycles. Led multiple projects, ensuring timelines, resources, and deliverables were on track. Coordinated teams, resolved obstacles, and fostered collaboration for quality outcomes. Reported progress and addressed risks with stakeholders and leadership. Used project management tools to streamline tracking and execution. Ensured adherence to User Experience and mobile development standards (Apple/Android). Ecommerce LLC Technical support lead FEBRUARY 2015 - JANUARY 2018 Managed daily operations of a 3–6 member support team, ensuring balanced workloads and efficient performance. Supervised recruitment, evaluations, disciplinary actions, and staff development. Mentored and trained team members to enhance service quality and efficiency. Monitored performance metrics, providing regular reports to leadership. Acted as an escalation point for operational issues and complex customer concerns. Developed support materials, streamlined processes, and improved tools. Updated documentation and contributed to customer self-service resources. Technical support agent MARCH 2013 - FEBRUARY 2015 Interview clients for technical solutions. Support customer hosting issues, including debugging and initial setup. Guide customers through troubleshooting processes. Explain technical details using simple terms. Educate customers on product features to minimize challenges. Collaborate across departments to resolve issues. Skills Proficient in English (Advanced level). Understanding of HTML 5, CSS, and CMS platforms such as WordPress and Joomla, as well as MySQL. Working knowledge of Agile methodologies including Scrum and Kanban. Experienced in using project management tools such as Jira, Asana, Confluence, and Google Docs/Sheets, as well as design tools like Figma and Mockflow. Created using Resumonk - Online Resume Builder Strong communication skills with a high degree of empathy. Professional demeanor with attention to detail and analytical thinking. Demonstrates a high typing speed in both Ukrainian and English languages. Education Zaporizhzhya National Technical University International Economic Relations Specialist Created using Resumonk - Online Resume Builder 2007 - 2012