Valeriia Rysieva

Work History

Payments Product Support Growth Specialist

Wix

12.2020 - Current

Managed and prioritized multiple projects simultaneously, worked independently and drove results.
Oversaw and monitored escalation queues, ensuring maintenance of Service Level Agreements (SLAs) and exemplary Customer Satisfaction (CSAT) levels.
Collaborated with various departments and product teams, serving as a liaison to address and prioritize user needs by reporting user feedback, pain and suggestions to product development teams from various reporting tools and insights from tableau.
Captured user feedback and recommended and advocated for product enhancements based on regular escalation and support request analysis and evaluation of user needs.
Developed chatbot flows for key pain points in collaboration with the chatbot team, enabling users to self serve and driving down monthly amount of support requests in targeted areas by 15-20% y/y.
Generated reports to track performance and analyze trends.
Assisted in implementing and developing training programs for Customer Care along with delivering feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
Monitored and analyzed product performance to identify potential issues, areas of improvement and make necessary adjustments in Customer Care routines as well as delivering feedback to product development teams to promote product solutions.
Planned, designed, and scheduled phases for large projects within Customer Care.
Planned and supervised knowledge base updates and Customer Care flows and procedures for product releases in collaboration with the Payments Ops team and Payments Product Support education and analyst teams.
Monitored, analyzed the Issue Management System performance to identify areas of improvement and make adjustments, improving linking accuracy rates.
Supported product development teams and Customer Care experts by completing projects and problem resolution under tight schedule demands.

Wix Payments Product Support Specialist

Wix

04.2019 - 11.2020

Performed troubleshooting and testing for high level Wix Payments issues and followed up with users to verify resolution of reported issues while maintaining Service Level Agreements (SLAs) and exemplary Customer Satisfaction (CSAT) levels.
Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
Delivered user voice to product teams based on captured user voice and evaluation of user needs.
Broke down and evaluated user issues in Wix Payments, using support request quantitative and qualitative analysis, personal expertise, and interviews with the Customer Care teams.
Documented over 500 user issues, creating a complete issue mapping for Wix Payments in the Issue management system.
Generated reports to track performance and analyze trends.
Onboarded new employees with training and new hire documentation.

Customer Support Agent

Wix

02.2018 - 04.2019

Provided advice and assistance to Wix users across all Wix products via email and chat.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Clarified and documented user issues and determined root cause of problems to resolve product or service complaints.

Marketing Manager

Novy Zir Ophtalmic Clinic

08.2017 - 01.2018

Utilized market trends and target audience statistics to effectively and appropriately market products.
Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Managed workflow between staff, coordinating documents, planning, and creative material distribution.
Improved website visibility through development and implementation of SEO strategies.
Coordinated with design and media teams to develop high-quality creative assets.

Partner & Online Sales Department Manager

VUSO Insurance Company

03.2016 - 08.2017

Oversaw department's day-to-day administrative operations, provided guidance to support staff and enforced compliance with state and local regulations.
Networked with other professionals and organizations to expand contacts and opportunities.
Prepared and presented reports on status of projects and initiatives.
Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
Monitored partner performance and provided feedback on areas of improvement.

Partner Relationship Manager (Pet Insurance)

AWB LTD

08.2014 - 03.2016

Achieved goals for sale of insurance products and services.
Developed and cultivated relationships with both new and existing partners.
Participated in industry events and trade shows to promote products and services.
Monitored customer feedback and generated reports to identify areas of improvement.
Built and maintained relationships with new and existing clients while providing high level of expertise.
Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.

Alternative Sales Manager (Pet Insurance)

Kraina Insurance Company

07.2012 - 08.2014

Developed a network of alternative sales channels.
Established and maintained positive partner relationships.
Resolved customer issues quickly to close deals and boost client satisfaction.
Analyzed and reported product performance, driving customer-oriented changes
Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
Met with partners, delivering presentations, and educating on product and service features and offerings.

Summary

Work History

Payments Product Support Growth Specialist

Wix Payments Product Support Specialist

Customer Support Agent

Marketing Manager

Partner & Online Sales Department Manager

Partner Relationship Manager (Pet Insurance)

Alternative Sales Manager (Pet Insurance)

Education

Bachelor's - Information Science

Skills

Timeline

Overview

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