Vladislav Balkhanov CV

Resume

I am a Customer support specialist and an aspiring Data Analyst based in Saint Petersburg with work experience in Crypto and Fintech. Right now I’m especially interested in Deep Learning field and work on pet projects using Python.

✉️ Contact information

👨‍💻 Work experience

Customer / Technical support specialist

• Provided exceptional customer support to English and Russian speaking clients across all company’s products using Freshdesk and Intercom ticket systems (email and online chat)

• Solved technical problems using admin tools, reproduced problems on test devices, compiled bug reports in Jira and handed over complex cases to developers. If necessary I used Teamviewer and arranged calls with the users to clarify the details of the problem.

• Conducted surveys and interviews with customers to gain valuable insights into the current state of the community and provide the product team with recommendations for further development.

• Managed fast growing communities in Discord, Telegram, Reddit, Twitter, and Facebook. Monitored and replied to reviews in Appstore, Google Play using Appfollow.

• Actively maintained and updated user knowledge base and the Support team internal knowledge base.

• Successfully onboarded and mentored new members of the Support team.

Achievements

• In the period May 2020 - December 2021, I single-handedly solved all the tasks of the company's customer support.

• During this period I prepared the customer support system for the successful launch of the new product — Stoic application. To achieve it I participated in interviews with the first customers, prepared knowledge base articles, actively worked with the software engineers to test the beta versions of the app.

• Maintained high Customer Satisfaction score, First Response Time for live chat < 5 minutes, < 2 hours for emails.

• Implemented a system for transferring and classifying feedback from users to the product team using Google Sheets. The system provided the product team with clear data on what features are the most requested by the clients.

• Restructured the support system to move from single product support to multiple product support. The system significantly optimized the work of the support team service and allowed it to simultaneously maintain several products without loss of quality.

• Actively maintained and updated user knowledge base, rewrote the Support team internal knowledge base from scratch.

👨‍💻 Educational experience

Data Scientist

• linear algebra (vectors, matrices, inverse of a matrix, matrix determinant, dot product)

• statistics (p-value, A/B testing, Standard deviation/variance, Student distribution)

• probability theory (Probability distributions, Baye’s Theorem, mathematical expectation)

• Data analysis: Pandas, Numpy

• Data visualization: Matplotlib, Seaborn, Plotly

• Machine learning: scikit-learn, CatBoost, LightGBM, XGBoost

🛠 Skills

• Helpdesk systems: Intercom, Freshdesk

• App reviews and health: Appfollow

• Work optimization: Google sheets, Zapier

• Task tracking and documentation: Jira, Notion, Confluence

• Community: Discord, Telegram, Reddit, Facebook, Twitter

• SQL: CTE, window functions

• Python: Data analysis and ML stack. Simple tasks automation.

🗣 Languages

📚 Education

Academical

Personal

😎 About me

Projects

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What I read

✉️ Contacts

• Mobile: +79817407649

• Email: vseiilaa@gmail.com

• Telegram: https://t.me/vseiilaa

• Github: https://github.com/Seiilaa, here you can find my Python and Data Science projects