Svyatoslav Zherelin

TECHNICAL SPECIALIST | WEB DESIGN

Professional Experience

Diligent and energetic, with senior experience - analytical, meticulous and innovative, has a passion for technology and drive for efficiency.
Able to assess goals to build credibility, rapport and mutually beneficial relationships. Engineering minded, with solid communication skills augmented by strong technical expertise and data interpretation. Enthusiastic learner with a high learning curve, capable of rapidly assimilating and employing fresh insights, as Steve Jobs said “Stay hungry. Stay foolish.”
Successfully created this website with SEO optimisation.

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Accenture - Technical Support Specialist

Dublin, Ireland - January 2019 - Present

From how-to’s to complex bugs and all in-between.
• Technical troubleshoot (PC, iOS, mobile, network), content review, channel management, video uploads, monetisation, administer T&C
• Resolve billing inquiries and investigate unauthorised transactions
• Educate on product opportunities; upgrades, increase audience reach
• Handle multiple chats; +50 WPM in Russian and English
• Optimise tasks to deliver KPI, achieving 2x workload average
- 500 completed interactions per month
• Performed managerial duties
- Organise agents, allocate queue load, collaborate with internal teams identified trends and metrics on daily basis
• QA trained, mentored new team members and provided SME support
• Involved with data analysis on monthly client report (MBR)
• Conform to GDPR policies, identify gaps and improve internal knowledge base with over 600 articles
• Strive to exceed target SLAs
- QA review: >95% / CSAT: 94% chat, 85% email / TAT: 98%

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McDonald's - Crew Member & Trainer

Dublin, Ireland - October 2016 - September 2017

Front face reception to hell’s kitchen providing highest quality service.
• Personal approach to each customers’ needs, wants and desires
• Direct B2C sales; boosting profit by up-selling (upsize, meal deals)
• Teamwork was the key ingredient to smooth business operation
- Station manager; lead up to 5 members of shift
• Follow strict standards; HACCP hygiene and food safety regulations
• Organise stock, record delivery items and monitor condition
• Coached and up-skilled crew members
• Machinery maintenance