Slav Avramov

Supporting SaaS for Clinical Trials

• Managing the Knowledge Base, creating new and updating existing knowledge objects
• Holding team meetings involving training sessions
• Proving training for new-joiners
• Conducting quality assurance checks
• Assisting team members with tasks and issues
• Providing feedback based on common customer's issues and suggesting improvements.
• Successfully delivered on tasks within tight deadlines.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Increased customer satisfaction by resolving issues.

• Providing technical support for clinical trials system
• Providing support via chat, email and phone
• Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
• Answering user's questions about system functionality and providing guidance on how to use the system
• Delivered reliable, high quality technical support
• Distilled complex technical information into easily digestible instructions for end-users.
• Used Zendesk and ServiceNow to track support tickets and document actions.
• Prioritizing, handling and escalating more complex issues
• Offered technical expertise to contribute to 2nd and 3rd line of support.

• Creating and optimizing the setup (adjusting sensors and configurations)
• Playing and testing already existing and new games
• Identified bugs, risks and anomalies, applying action to prevent reoccurrence.
• Submitting reports about ongoing and potential issues

• Assistance for educators during lessons
• Organizing events and workshops for kindergarten community
• Supervising and interacting with children and teenagers
• Assisting with homework and personal issues.

• Cultivated relaxed kitchen atmosphere, staying calm in high pressure situations.
• Suggested actionable improvements to streamline training procedures.
• Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients and placed orders
• Prioritized and re-prioritized kitchen tasks based on fluctuating demands.
• Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.

Organizing university fairs for students:

• Communicating with university and school partners from Europe and Latin America
• Conducting research on students' preferences
• Participating and coordinating activities during events
• Facilitating communication between university's representatives and students.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Gathered post-event client feedback and evaluated results to inform future planning.