Summary
Overview
Work History
Education
Skills
Military Experience
Timeline
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Roy Cohen

Customer Support
Israel, Tel Aviv

Summary

Driven and detail-oriented professional with expertise in technical support, system operations, and SaaS CRM management. Skilled at troubleshooting complex issues, optimizing system performance, and streamlining workflows in fast-paced environments. Selected to establish and lead operations in Buenos Aires, where I trained and mentored new employees. Highly adaptable, analytical, and proactive, with a strong passion for continuous learning and leveraging technology to drive efficiency and innovation.

Overview

3
3
years of professional experience
3
3
years of post-secondary education
3
3
Languages

Work History

Technical Support Agent

Proftit
05.2023 - 04.2025
  • Relocated to Buenos Aires, Argentina, as the sole representative to establish the company's South American branch. Led training for new employees, ensuring seamless onboarding and knowledge transfer.
  • Provided expert assistance to clients in the finance sector, working in a fast-paced environment on a SaaS CRM tailored for the brokerage business.
  • Resolved technical issues and guided clients on system functionalities, ensuring smooth operations.
  • Oversaw seamless integration with platforms such as WordPress and Jira to enhance efficiency.
  • Managed domain updates and hosting server migrations on Cloudflare, optimizing performance and security for clients' online presence.
  • Demonstrated in-depth knowledge of the CRM system and proficiency in various web technologies to deliver top-tier support.

System Operator at Crypto department

Coral reef technologies
11.2021 - 05.2023
  • Experience in a fast-paced, constantly changing work environment, utilizing high-tech tools such as Slack for team communication, Termius for remote access and management logs, Grafana for data visualization, Disco for logging, and AWS for cloud computing.
  • Strong foundation in Excel and its data analysis capabilities.
  • Demonstrated responsibility and attention to detail in monitoring operations with millions of dollars at stake.
  • Ability to analyze constantly changing data and react quickly to potential issues.
  • Proven track record of problem exploration and identifying potential red flags.

Education

Bachelor's degree - Political Science and Government, Islamic studies, Arabic

Tel Aviv University
10.2020 - 07.2023

Google Data Analytics Professional Certificate -

Coursera

Skills

Adaptability

Problem-Solving

Detail-oriented

Critical Thinking

Military Experience

Paratroopers Brigade, Israel Defense Forces, Provided support to the head of the brigade by communicating and coordinating important information., Demonstrated responsibility and attention to detail in fulfilling duties., Contributed to the smooth operation of the brigade through effective coordination and communication.

Timeline

Technical Support Agent

Proftit
05.2023 - 04.2025

System Operator at Crypto department

Coral reef technologies
11.2021 - 05.2023

Bachelor's degree - Political Science and Government, Islamic studies, Arabic

Tel Aviv University
10.2020 - 07.2023

Google Data Analytics Professional Certificate -

Coursera

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