Mikhail Iatsenko

Jul 2024 – Present | Belgrade, Serbia

Managed and resolved payment-related customer service cases, ensuring timely solutions and maintaining high user satisfaction.
Developed and delivered comprehensive training materials, successfully onboarding and mentoring interns to enhance team performance.
Utilized Excel for data analysis, creating formulas and tables to track performance metrics and support decision-making processes.
Ensured compliance with Service Performance Agreement (SPA) standards by monitoring response times and improving support efficiency.
Collected and analyzed statistics to identify trends, contributing to process improvements and operational effectiveness.

Jun 2023 – Present

Designed and deployed multiple Telegram bots from scratch, including a language school sign-up bot, a news redirection bot, and a tattoo studio bot integrating payment and Google Calendar APIs, meeting diverse client needs.
Developed robust backend systems using Python and REST API, ensuring seamless functionality and efficient data handling for client applications.
Engineered custom automation solutions, enhancing operational workflows for clients and demonstrating adaptability across different project requirements.
Collaborated directly with clients to implement API integrations, delivering scalable and reliable solutions that improved their business processes.

Feb 2024 – Jun 2024

Delivered second-line support using Jira, Intercom, Zendesk, and Discord, efficiently managing and rerouting tickets to appropriate departments for resolution.
Adhered to service performance standards (SPA), ensuring timely responses and maintaining high support quality.
Verified user documents and identified "account farms," proactively blocking fraudulent accounts to enhance platform security.
Managed Discord roles and invitations, fostering an organized community and improving user engagement.
Oversaw payment processing and user permissions, resolving issues promptly to ensure smooth platform operations.

Jul 2022 – Jan 2024

Managed Discord and Project Zomboid server administration, ensuring smooth operations and a welcoming environment for players.
Created and posted ads for the server and events, successfully increasing visibility and attracting new players to the community.
Designed and led engaging in-game events, boosting player interaction and contributing to a thriving server atmosphere.
Collaborated with the moderation team to double the player base, elevating the server to #3 ranking in Germany through effective management and promotion.
Provided technical and informational support to players, resolving issues promptly and enhancing overall user experience.

Jul 2021 – Jul 2022

Monitored and addressed negative client reviews for communal housing services, identifying issues and implementing solutions to improve satisfaction.
Resolved customer conflicts through effective communication and information clarification, leading to positive outcomes and reduced complaints.
Enhanced client reputation by strategically managing feedback and fostering better relationships with residents.

Contact