Stan Havryliuk

Head of Global Support at Bitcoin.com

Kyiv, UA

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About

I love to work with people both employees and customers. From the beginning of my career, I am ultimately gaining experience in customer support function, sales, marketing, and team management. As a manager, I am interested in the professional and personal growth of my team members and reaching the forthcoming goals. Recently, obtained expertise in FinTech and Blockchain; implemented customer and employee onboarding strategies, numerous workflows, conducted sales pitches, signed partnership agreements, managed remote and in-house teams I am always striving to bring the best results and keep on implementing new solutions that fully fit business requirements. My goal is to build long-term beneficial relations with employees, customers, and partners.

Ask me about
Cryptocurrency Exchanges
Ethereum
Cryptocurrency Payment Apps
Cryptocurrency Wallets
Blockchain Compliance & Regulations
Cryptocurrency Exchange KYC/AML
Customer Support
Community Development & Management
CS Hiring and Training
CSAT Improvement
Cryptocurrency Exchange Listing
PR & Media for Cryptocurrency Projects
Work experience
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Jun 2019 - Present

Bitcoin.com

Head of Global Support

Oct 2018 - Jun 2019

Ambisafe

Head Of Customer Support

Responsibilities: - managing customer support department (establishing the support department’s vision, goals, and objectives at all levels; developing and implementing customer support workflows, procedures, policies; reaching forthcoming goals/KPIs; reporting; executing difficult cases) - closely working with the sales (executing deals, sales ops, workflows, account management, invoices/contracts preparation) and engineering team (creating technical documentation, implementing new services, managing ticket escalation process); - partner relationship management (referral and strategic partnerships) Achievements: - created all support workflows and procedures from scratch (40 pages+ manual, solid reporting system, updated tool-stack) which resulted in a decrease of reaction time from 1h to 5min, workload decreased by 20% (chat-bots, auto-suggestions) and support team involvement in QA (regression and smoke testing), lead gen (outbound, ICO trackers mostly), data mining/researching etc. - established a strong partnership with an advertising agency which resulted in a $30,000 clean profit (marketing services resell -> referral %) - closed 6 deals with a total worth of $120,000+ (smart contract audits, cryptowallet white-label, marketing resell, secondary listings and token sale widget setup) - Decreased average reaction time to 50 seconds from 15 minutes - Increased CSAT to 94% from 80%

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Jun 2017 - Aug 2018

TriggMine

Head of Customer Support

Responsibilities: - managing customer support department; - analyzing data to determine and improve the level of customer service; - creating and revising B2B communication processes and workflows; - implementing and revising customer support policies and procedures (SLA, success team process, communication strategies, onboarding processes, etc); - conducting customer development interviews; - hiring and dismissal; - solving major issues with business and development teams; Achievements: - implemented ticket-system with SLA (Freshdesk); - reached 60% conversion rate from the sign up to integration through implementing and revising the onboarding process; - implemented customer development process; conducted dozens of customer interviews in order to validate their problems and implement relevant features (Facebook retargeting among them); - created customer support function in a start-up environment from scratch - participated in meet-ups and conferences, signed several partnership agreements

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Oct 2015 - Jun 2017

Mobilunity

Customer Support Shift Supervisor

Responsibilities: - monitor team's KPI / productivity; - coaching and mentoring; - develop ways for support processes automatization; - plan and lead the implementation of new services as well as an extension of existing ones; - supervise agents responding to customer inquiries via phone, live chat & email; - customer retention strategies; - creating a schedule, organizing events, administrative assistance Achievements: - increased ARR by implementing retention campaigns by 10%; - implemented motivation program, schedule planning, chat scripts, ticket macro database, email marketing campaigns and other minor processes; - organized corporate events which positively affected human resources retention

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Jun 2015 - Oct 2015

Mobilunity

Pre-sale agent

Responsibilities: - scoring all incoming leads in order to convert them into the sale; - support customers online via e-mails, calls, and chats; - B2C sales; - working with CRM system; - contacting existing customers and selling our products and services; - following communication procedures, guidelines, and policies; - answering inquiries by clarifying desired information; researching, locating, and providing accurate, valid and complete information by using the right methods/tools; - building relationships of trust with the customer through open and interactive communication. Achievements: - employee of the month October; - top performance in sales in September; - promotion to customer support team lead position;

Education

2020 - 2020

University of Nicosia

Course, Blockchain Law, Regulation & Policy

2010 - 2015

National Aviation University

Master's degree, Безопасность компьютерных и информационных систем/защита информации

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