Alena Mashkova
Narva linn, Ida-Viru maakond
Summary
Multi-talented support specialist helping teams solve technical and operational problems while keeping processes organized and efficient. Comfortable working with product, engineering, and QA teams, contributing to better documentation and smoother workflows.
Unflappable in stressful scenarios, consistently lowering customer dissatisfaction rates through attentive acknowledgment, decisive dialogue, and focused problem-solving strategies.
Overview
7
7
years of professional experience
Work History
3rd Line Support Specialist
Toloka
10.2024 - Current
- Identified bugs and process gaps through collaboration with project managers, developers, QA, and community teams.
- Maintained internal documentation, guidelines, and knowledge base materials for team reference.
- Evaluated technical incidents, created Jira tasks, and monitored resolution processes.
- Participated in edge case testing and verification of implemented fixes.
- Resolved complex issues by investigating APIs, endpoints, and JSON data structures.
- Assisted with escalated queries regarding GDPR compliance and payment issues.
- Facilitated onboarding for new specialists through training on support processes.
- Collaborated with cross-functional teams to enhance product features and user experience.
2nd Line Support Specialist
Toloka
05.2024 - 10.2024
- Analyzed recurring issues, identified root causes, and initiated improvements through Jira and cross-team communication.
- Processed a high volume of tickets while prioritizing tasks effectively.
- Collaborated with engineering and product teams to clarify requirements for bug fixes.
- Contributed to internal documentation and workflow optimization.
Customer Support Specialist
GrowFood.Pro
03.2023 - 09.2023
- Resolved customer issues, improved user experience, and documented feedback trends.
- Worked closely with internal teams to escalate bugs and suggest improvements.
Customer Support Specialist
Freelance
09.2021 - 11.2022
- Managed user feedback, resolved incoming requests, and collaborated on content planning.
- Wrote short texts, proofread news, and participated in team content creation.
Customer Support Specialist
Avito
03.2020 - 07.2021
- Consulted users, solved issues, and reported bugs using Jira.
- Worked extensively with Confluence, Google Docs, Excel, and helpdesk systems.
Customer Support Specialist
Yandex.Taxi
01.2019 - 03.2020
- Assisted users with technical and operational issues.
- Reported bugs through Jira and collaborated with teams to improve processes.
Education
Bachelor's - Business Administration and Management
National Open University of Russia
Saint-Petersburg05-2017
Specialized Secondary - Foods, Nutrition, and Wellness
College of Nutrition And Economics
07-2015
Skills
- Project management and coordination
- Task prioritization and tracking
- Interdepartmental communication
- Requirements gathering and documentation
- Data analytics and API usage
- HTML basics and JSON knowledge
- Proficient in Jira and Confluence
- Google Workspace proficiency with Excel
- Enhancing customer experience
- Compliance with GDPR
- Documentation improvement
- Cross-team collaboration
- Bug tracking
- AI tools
Languages
- English, B2 (Professional Working)
- Russian, Native
- Estonian, A1 (Elementary)
Timeline
3rd Line Support Specialist
Toloka
10.2024 - Current
2nd Line Support Specialist
Toloka
05.2024 - 10.2024
Customer Support Specialist
GrowFood.Pro
03.2023 - 09.2023
Customer Support Specialist
Freelance
09.2021 - 11.2022
Customer Support Specialist
Avito
03.2020 - 07.2021
Customer Support Specialist
Yandex.Taxi
01.2019 - 03.2020
Bachelor's - Business Administration and Management
National Open University of Russia
Specialized Secondary - Foods, Nutrition, and Wellness
College of Nutrition And Economics