SERGEI GRISHECHKIN
Vilnius,Lithuania
Summary
Resourceful customer support specialist and team lead with 10 years' experience in multilingual environments. Proven ability to navigate cross-functional communication and swiftly manage escalations. Fluent in English, German, and Russian, with a strong record of process improvement and team training.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Customer Support Specialist
Convera
Vilnius, Lithuania
01.2025 - 07.2025
- Joined on a 6-month contract
- Handled an average of 50 client interactions in English and German per day, achieving resolution rate of 85% within 24 hours for payment-related inquiries.
- Navigated complex payment, and client management systems (Salesforce, GlobalPay, Intellimatch) maintaining accuracy and efficiency under tight deadlines.
- Contributed to team resilience during system transition, assisting colleagues with navigation and process clarification, fostering collaborative environment.
- Provided comprehensive summaries of complex cases for consulting with senior colleagues, reducing client escalations by 25%.
- Maintained 95% accuracy rate in payment processing, minimizing errors in high-volume, fast-paced settings.
Customer Support Specialist
Desktronic
Vilnius, Lithuania
07.2024 - 12.2024
- Managed written correspondences via eDesk, Amazon Seller Central and Tidio efficiently, significantly enhancing response time (up to 100 message chains/day during Black Friday Sale)
- Managed inbound calls for seamless customer experience (up to 60 calls/day during Black Friday Sale)
- Played pivotal role in establishing company’s first internal customer support department, creating 20 email templates and an internal wiki covering approx. 100 common client inquiries and procedures, enhancing team efficiency and consistency.
- Developed personalised solutions to ensure customer satisfaction at all times.
- Boosted customer satisfaction, frequently earning personal praise in 5-star reviews.
- Demonstrated initiative by identifying process inefficiencies and proposing optimizations, advocating for improvements in resource-constrained environment.
Lead Translator | Project Manager
Anti-Corruption Foundation Europe
Vilnius, Lithuania
03.2022 - 07.2023
- Invited to join the foundation's European branch full-time after 5 years of remote freelance work.
- Managed team of over 30 volunteer translators.
- Oversaw translation projects in more than 10 languages, including English, French, German, Italian, Spanish, and Dutch.
- Ensured linguistic consistency across all translated documents.
- Transcribed and subtitled audio and video materials in German, English and Russian via AegiSub.
- Provided consecutive interpreting of speeches and conversations in German, English and Russian.
Freelance Translator
Multiple employers
Remote, Remote
01.2016 - 06.2024
- Cooperated with leading independent Russian investigative teams (Anti-Corruption Foundation, Proekt Media, Scanner Project).
- Provided highly accurate translation into English for award-winning journalistic investigations (European Press Prize for the investigation Lapdogs of War: A Guide to Russia's Wartime Oligarchs).
- Created English subtitles for video content in Russian, including the most popular investigative video on Russian YouTube (Putin's Palace, 130M views)
Education
Bachelor of Arts (B.A.) - English Language Teaching
Eastern Mediterranean University
09.2014 - 02.2019
Skills
- Salesforce
- GlobalPay
- ECM
- JTL
- EDesk
- Amazon Seller Central
- Tidio
- AegiSub
- DeepL
- MS Office
LANGUAGES
Russian
Native
English
Proficient (C2)
German
Proficient (C2)
Timeline
Customer Support Specialist
Convera
01.2025 - 07.2025
Customer Support Specialist
Desktronic
07.2024 - 12.2024
Lead Translator | Project Manager
Anti-Corruption Foundation Europe
03.2022 - 07.2023
Freelance Translator
Multiple employers
01.2016 - 06.2024
Bachelor of Arts (B.A.) - English Language Teaching
Eastern Mediterranean University
09.2014 - 02.2019
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