Juri Žuravljov
Tallinn,784
Summary
Dedicated support professional with 3+ years of experience in customer service, process optimization, and content quality within high-paced tech environments. Fluent in English, Russian, and Estonian. Proven ability to manage large ticket volumes, mentor new agents, and improve customer experience through continuous feedback and workflow enhancement. Open to remote or hybrid roles across the EU.
Overview
4
4
years of professional experience
Work History
Customer Operations Specialist
Bolt Operations
12.2021 - Current
- Resolved 50+ customer support requests per day; exceeded 100 during peak periods.
- Mentored and shadowed over 200 new agents, increasing team performance and retention.
- Promoted within one year due to outstanding efficiency and collaboration.
- Contributed feedback for new product launches (e-scooters), improving UX and policy clarity.
Legal & Insurance Content Specialist
Bolt Operations
01.2024 - 08.2024
- Edited and localized insurance and legal documentation across English, Russian and Estonian versions.
- Enhanced document structure and access, improving UX and GDPR compliance.
- Identified and addressed content gaps related to privacy policies and claims procedures.
Education
High School Diploma -
Ehte Humanitaargümnaasium
Tallinn, 78406-2018
Skills
- Zendesk
- Intercom
- Slack
- Notion
- Google Workspace
- Customer Support
- Agent Onboarding
- Content Localization
- QA & UX Feedback
- Process Documentation
- Ticketing Systems
- GDPR Awareness
Additional Information
Availability & Relocation
- Available for immediate remote or Berlin-based hybrid positions
- Fully authorized to work in Germany (EU citizen)
Languages
English
Advanced (C1)
Russian
Bilingual or Proficient (C2)
Estonian
Advanced (C1)
Timeline
Legal & Insurance Content Specialist
Bolt Operations
01.2024 - 08.2024
Customer Operations Specialist
Bolt Operations
12.2021 - Current
High School Diploma -
Ehte Humanitaargümnaasium
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