Mantas Taraskevicius
Vilniaus Rajonas
Summary
Driven by a continuous learning mindset and strong analytical skills, I excelled at Nord Security by enhancing process efficiency and fostering collaboration. My expertise in information architecture design and proven track record in improving customer service at Tesonet highlight my ability to drive results and contribute significantly to team success.
Overview
5
5
years of professional experience
Work History
Knowledge Management Specialist
Nord Security
01.2023 - 10.2023
- Supporting Co-workers: Assist colleagues on platforms like Slack by answering questions and sharing knowledge.
- Managing Knowledge Repositories: Curate and organize internal and external articles using knowledge management tools.
- Process Improvement: Identify opportunities for automation and efficiency enhancement.
Jr. Account Manager
Nord Security
05.2021 - 01.2023
- Managing a portfolio of assigned business accounts to ensure expansion opportunities and retention.
- Ensuring customer adoption rate by translating product value, technical buzzwords, setups, and frameworks in an easy-to-understand way.
- Collecting customer feedback, analyzing complex networking use cases, and helping clients achieve success.
- Collaborating with Sales, CSM, Retention, Product, and Content teams to build a sales pipeline.
- Onboarding new teammates. Ensuring that all tools and education (internal and external) is provided for efficient workflow.
- Cross-selling other products from Nord Security family (NordVPN, NordPass)
Customer Service Specialist
Tesonet
12.2018 - 05.2021
- - B2C and B2B customer service via emails and chats (Zendesk, Drift, LiveChat). Creating macros.
- Clear and effective communication regarding account, subscription, or technical-related issues.
- Enriched customer accounts and invoicing via SalesForce and Stripe.
- Communication with payment processors regarding billing issues.
- Proactive monitoring of cash flow and server infrastructure via Grafana. Escalating issues to relative departments (Payments, Finance and Technical)
- Submitted issues, ideas, and initiatives using Gitlab or Slack.
- Worked closely with other customer support departments to ensure top-notch customer service.
- Actively discussed product satisfaction with the clients. Gained knowledge on how to improve their experience.
Skills
- Collaboration and Teamwork
- Continuous learning mindset
- Information Architecture Design
- Strong analytical skills
Timeline
Knowledge Management Specialist
Nord Security
01.2023 - 10.2023
Jr. Account Manager
Nord Security
05.2021 - 01.2023
Customer Service Specialist
Tesonet
12.2018 - 05.2021
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