- I optimized, updated and maintained external (for customers) and internal (for employees) knowledge bases; - Created internal documentation on technical workflows and updated already existing pieces; - Managed the localization process and closely collaborated with the team of translators to ensure quality and relevance of content in multiple languages (knowledge base/multilingual chat bot). More than 200 articles were successfully localized into five languages and shipped to public web-source. Functional French chat support on Intercom (AI assistance, chatbot support, human support) has been launched and monitored by me; - Maintained and optimized automated support processes in the Intercom chat support platform (bot behaviors, AI assistance); the resolution rate of the multilingual chat bot has increased to 60% by the end of 2024; - Optimized user experience with the self-service content (ensured accessibility and clarity of provided information), contributing to the resolution rate increase; - Created and implemented new workflows, conducted training sessions for both team members and people from other teams

- I provided support to SEMRUSH users by email, phone, and Intercom chat platform; - Conducted training sessions for users and team members; - Collaborated with multiple teams, to solve difficult technical cases, share user feedback, and ensure smooth communication between the company and users

- I managed the workload of the Customer Support team (of 10+ people) - Assisted with simple user requests to reduce the CS team's workload; - Accumulated experience by dedicating additional time to handling more complicated user requests; - Kept in touch with dev teams to ensure that users with complex issues receive help as soon as possible

- I actively communicated with suppliers from Europe/Asia by both email, phone and real-life conversations (such as: quotation requests, pricing adjustments, making bulk orders, requesting samples, forwarding feedback on supply quality) ; - Created and updated various kinds of documentation for a team of designers (f.ex.: text documents, Excel spreadsheets, semi-annual collection catalogs, etc); - Created and handled visual presentation and main paperwork for in-company meetings; - Organized photo-shoots and local fashion shows with my team

- I created web-designs and interacted with various web-interfaces on daily matter; - Developed new site prototypes; - Adjusted designs according to feedback from clients

- I worked in a team of students on an animated series project; - Created likeable designs of main characters and multiple backgrounds, communicated with the project leader to request feedback and implement changes; - Participated in online meetups aimed to improve the communication between all project participants as well as the quality of existing ideas and concept art