Mark Vasilyev
Prague,10
Summary
Dedicated Automation Specialist with expertise in customer support optimization, process automation, and cross-functional collaboration. Proven track record of successful platform migrations and chatbot deployments that enhance customer experience and operational efficiency. Recognized for effective project management, training, and leadership skills. Aspiring to transition into Project Management to leverage analytical, organizational, and problem-solving abilities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Automation Specialist
Trezor s.r.o
Prague
01.2024 - Current
- Customer Support Optimization: Played a key role in automation initiatives for customer-facing platforms, enhancing user experience and agent efficiency.
- Platform Migration: Key contributor to migration from Freshdesk to Zendesk, collaborating with cross-functional teams for a seamless transition. Created onboarding materials, reducing setup time for new agents.
- Zendesk Enhancements: Developed automation rules, triggers, and workflows in Zendesk, reducing agent workload by the equivalent of one agent's monthly ticket volume, enabling faster response times, and more complex query resolution. Streamlined tagging and macros in Zendesk, optimizing data collection.
- AI-Driven Chatbot Implementation: Upgraded ADA chatbot from scripted to AI-based, improving accuracy, and expanding support to social platforms.
- Project Management: Managed projects in Notion, ensuring timely delivery and scope adherence.
- Cross-Functional Collaboration: Organized cross-team meetings, identifying automation opportunities, and fostering continuous improvements.
- Team Training & Development: Introduced skill-building initiatives focused on project management and AI tools for the automation team, promoting knowledge growth and team performance.
Technical Chatbot Developer and Maintainer
Trezor s.r.o
Prague
09.2022 - 12.2023
- Chatbot Development: Designed and optimized chatbot technical troubleshooting flows, achieving a 67% containment rate and reducing agent workload.
- Proactive Issue Management: Updated chatbot content regularly with Support team input to align with new product features and resolve emerging user issues.
Technical Customer Support Specialist
Trezor s.r.o
Prague
08.2021 - 08.2022
- Customer Assistance: Provided expert technical support for cryptocurrency hardware wallets, helping users with setup, troubleshooting, and security practices.
Returnable Packaging Specialist Export
Anheuser-Busch InBev
Prague
11.2018 - 01.2020
- Logistics Support: Assisted with logistics processes while balancing academic studies, gaining foundational knowledge in supply chain management.
Education
Bachelor’s Degree - International Business
Prague University of Economics And Business (VŠE)
Prague, Czech Republic06-2021
Skills
- Project Planning and Execution
- Workflow and Process Optimization
- Creative Problem Solving
- Proficient in Notion and Slack for team workflows
- Client Relations and Customer Support
- Blockchain and Cryptocurrency expertise
- Hardware and software crypto wallet expertise
- Knowledge Base Structuring and Maintenance
- Customer support platforms: advanced expertise in Freshdesk and Zendesk
- MS Office Suite proficiency
- AI Tools: Skilled in ADA AI, and ChatGPT
- Cross-Functional Team Collaboration: Aligning teams to achieve shared goals
- Training and Onboarding Materials: Experienced in creating and delivering effective training resources
- Adaptability and Flexibility
- Results-Driven and Hardworking
- Continuous Learning
- Proficient Time Management
Accomplishments
- 2021 - Present, consistently met or exceeded half-year bonus targets at Trezor s.r.o., demonstrating commitment to performance and goal achievement
- In November 2024, I played a pivotal role in the ADA Chatbot upgrade to AI-based interactions, enhancing customer engagement and self-service options
- In August 2024, I led the design and implementation of an advanced tagging and macro system in Zendesk, improving data integrity and operational efficiency
- In June 2024, I played an instrumental role in migrating from Freshdesk to Zendesk, facilitating a seamless transition, and a streamlined agent onboarding process to enhance usability
- In May 2023, I identified and implemented a secondary automation layer in Freshdesk, achieving ticket containment rates by automating responses to common technical inquiries, equivalent to an agent’s monthly workload
- In December 2022, I designed and built the technical troubleshooting side of a scripted, customer-facing chatbot, reducing inbound helpdesk tickets by 67% and significantly enhancing customer self-service options
Languages
Russian
First Language
English
Proficient (C2)
C2
Czech
Elementary (A2)
A2
Affiliations
- Sports & Fitness: Dedicated to maintaining fitness through football, MMA, and regular gym workouts. Enjoy snowboarding, and recently exploring golf to develop new athletic skills and enhance discipline
- Investing and Trading: Active in traditional markets since 2018, with a focus on cryptocurrency since 2021, engaging in research, investing, and trading
- Professional Development and Continuous Learning: Currently advancing knowledge in project management to enhance career growth. Enthusiastically exploring AI tools to drive personal productivity and workplace efficiency
- Conference Participation: Represented Invity (Trezor’s sister company) at BTC Prague, fostering industry connections, and expanding market insight
- Travel and Cultural Engagement: Enthusiastic traveler, fostering adaptability, and a global perspective
- Personal Development: Committed to self-development through reading, podcasts, and multimedia content on business, habit-building, growth mindset, and organizational strategies
Certification
- ADA Certification: Preparation, Building, Optimization, and Integration of Chatbots (2022–2024)
- ADA Certification: AI Agent Fundamentals (2024)
Timeline
Automation Specialist
Trezor s.r.o
01.2024 - Current
Technical Chatbot Developer and Maintainer
Trezor s.r.o
09.2022 - 12.2023
Technical Customer Support Specialist
Trezor s.r.o
08.2021 - 08.2022
Returnable Packaging Specialist Export
Anheuser-Busch InBev
11.2018 - 01.2020
Bachelor’s Degree - International Business
Prague University of Economics And Business (VŠE)
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