Summary
Overview
Work History
Education
Skills
Timeline
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Dmitry Rafiyenkov

Barcelona

Summary

Seasoned operations and customer support leader with a distinct aptitude for automation and process optimization. With a rich background in startups, expertise has been demonstrated in building and leading teams, streamlining workflows, and implementing cutting-edge solutions like Make.com to drive efficiency. Experience spans across diverse sectors, from e-commerce platforms to authentication services. Proficiency in tools such as Zendesk, ClickUp, and Make.com, combined with an ability to forge strategic partnerships, positions as a valuable asset in any forward-thinking organization. Director of Security with [Number] years of experience managing investigations, personnel matters and sensitive information and intelligence. Leads, maintains and improves operations and functions of security department while effectively managing crises in fast-paced environment. Thorough knowledge of advanced security systems, computerized access control and security-related legislation and regulation.

Overview

3
3
years of professional experience

Work History

Head of Operations

LegitGrails
01.2022 - 01.2023
  • Developed and maintained automated order-processing interface
  • Facilitated partner integrations for service access via API
  • Analyzed and reported on company-wide data, providing actionable insights to sales and marketing teams
  • Led product and project management for thedevelopment of custom order-processing interface
  • Achievements:
  • Built a fully automated order processing interface using ClickUp+Make integration, accelerating the authentication team's order processing speed tenfold
  • Spearheaded the integration with Avito, a major Russian marketplace, positioning LegitGrails as their official Authentication partner
  • Initiated the development of a custom-coded authentication interface built on Flutterflow, Firebase, and Make
  • Designed a highly automated Scrum ClickUp list, optimizing the development process for the authentication app
  • Implemented a ClickUp+Make integration to establish an automated Single Source of Truth (SSOT)
  • Developed a Mode.com dashboard for comprehensive order data visualization and reporting
  • Established an order management help desk on UI Bakery for efficient order management.Skills:

Operations Manager

Printify
01.2021 - 01.2022
  • Managed internal operations to streamline the workflow of merchant support agents
  • Oversaw the fraud detection radar, resolving potential fraud cases
  • Led a team of merchant support agents
  • Authored Confluence articles for merchant support agents
  • Resolved technical issues
  • Achievements:
  • Developed an Airtable environment, transitioning from Google Sheets to a more intuitive and automated system, significantly boosting the efficiency of the merchant support team.

Head of Customer Support

01.2020 - 01.2021
  • Managed a team of customer support agents: hiring, training, creating procedures, and reviewing tickets
  • Reported on customer support data, transforming it into actionable insights for other departments
  • Identified and automated excessive manual labor tasks
  • Achievements:
  • Built a robust Zendesk ecosystem to handle a significant volume of tickets (chat and email) while maintaining an impeccable CSAT score
  • Developed a ClickUp environment to streamline manual tasks previously handled by agents.

Education

High School Diploma -

St Gymnasium
Riga, Latvia
2014

Skills

  • Technical Skills:
  • Makecom Automation Expertise:
  • Proficient in leveraging Makecom to automate complex workflows, streamline operations, and enhance business processes
  • Zendesk Ecosystem Management
  • ClickUp Environment Development
  • API Integration
  • Data Reporting & Analysis (Zendesk Explore, Modecom)
  • Order Processing Automation (ClickUpMake)
  • Flutterflow & Firebase Development
  • UI Bakery Order Management
  • Confluence Article Creation
  • Soft Skills:
  • Team Leadership & Management
  • Workflow Streamlining
  • Cross-departmental Collaboration
  • Problem-solving
  • Project Management

Timeline

Head of Operations

LegitGrails
01.2022 - 01.2023

Operations Manager

Printify
01.2021 - 01.2022

Head of Customer Support

01.2020 - 01.2021

High School Diploma -

St Gymnasium
Dmitry Rafiyenkov