Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Yelena Mamajanyan

Yerevan

Summary

Over 8 years of experience as a Product Support Specialist, leading high-performing teams to achieve exceptional customer service outcomes. Expertise in aligning business objectives with customer needs through market research and innovative solution development. Proficient in data analysis and problem-solving, facilitating effective collaboration across functions. Strong technical skills in software applications, with proven time management and ability to handle complex challenges.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Crypto Trading Support (L2 CS)

Freedx
01.2025 - Current
  • Resolved in-depth technical problems related to platform functionality.
  • Addressed and ensured account security issues.
  • Managed and troubleshot blockchain transaction-related challenges.
  • Supported and resolved trading-related technical concerns.
  • Worked well with different people to address challenges and solve problems collaboratively.
  • Used good organizational skills to manage workload.
  • Volunteered for and tackled new assignments and tasks to ease staff member burden.
  • Collaborated with engineering and product teams to identify, escalate, and resolve platform bugs and performance bottlenecks.

Customer Support & Treasury

PointPay
10.2024 - 01.2025
  • Managed daily tasks and sought opportunities to go beyond requirements and support business targets.
  • Finished tasks and job duties, adhering to deadlines to avoid delays.
  • Prompt response to customer issues.
  • Handling customer issues. Escalating unresolved problems to technical team.
  • Dealing with customer complaints/issues. Direct involvement in analyzing and resolving incidents related to supported information systems.
  • Oversee and manage customer transactions involving the company's crypto assets, including buying, selling, trading, and transferring digital currencies across various platforms and wallets. Ensure transactions are executed smoothly, accurately, and in line with company policies.
  • Monitor and manage both fiat and crypto asset outflows to ensure a balanced and stable financial position for the company.
  • Ensure strict compliance with all relevant financial regulations and industry standards, including Anti-Money Laundering (AML), Know Your Customer (KYC), and tax reporting requirements. Keep up to date with regulatory developments across jurisdictions where the company operates, and collaborate with legal and compliance teams to ensure that all customer transactions are fully compliant with applicable laws.

Senior Product Support Specialist

CoinStats
Yerevan
04.2021 - 08.2024
  • Data Analysis: Analyze customer feedback and support ticket data to identify trends and pain points.
  • Product Improvement: Identify opportunities for quick fixes or minor improvements to enhance the customer experience.
  • Quality Assurance: Identify and report quality issues observed by customers.
  • User Advocacy: Addresses user concerns.
  • Customer Feedback and Communication: Handle customer inquiries and concerns.
  • User Training and Documentation: Creates user guides and tutorials to help customers to understand and use the product effectively.
  • Technical Documentation and Knowledge Sharing: Created comprehensive user-friendly guides to improve users' understanding of the product.
  • Cross-Functional Collaboration: Collaborated with cross-functional teams to gather insights and feedback from seniors, facilitating product improvements and ensuring alignment with the unique requirements of the senior demographic.

Internal Pricing Sales Team Specialist

The Maurice Ward Group
Sweden Office
09.2020 - 04.2021
  • Work with the team to process RFQ and tender requests through current and third-party suppliers.
  • Maintain and manage KPI's through monthly reporting procedures.
  • Identify best routes and rates available.
  • Schedule and track shipments, ensuring their on-time delivery.

Project Assistant

UFSD Armenia
Yerevan
06.2017 - 03.2020
  • Assist the Project Coordinator in day-to-day coordination of the Project.
  • Assist Community Coordinator in conducting trainings.
  • Manage Project event planning and logistics.
  • Manage Project social media accounts.
  • Support communication and marketing team with marketing activities and campaigns.
  • Prepare monthly reports.
  • USAID-funded "PURE Water" Project

Road Freight Coordinator and QMS Representative

Globalink Logistics DWC
Yerevan
02.2015 - 06.2017
  • Implemented safety protocols to prevent accidents during cargo handling operations.
  • Collaborated with warehouse staff for streamline operations.
  • Enhanced customer satisfaction by proactively addressing concerns before they escalated.
  • Reviewed invoices for accuracy and resolved discrepancies with carriers or vendors.
  • Ensure that processes needed for Quality Management System are established, implemented and maintained as per ISO 9001 requirements.
  • Reporting to GM and Head of QHS department on the performance of Quality Management System.
  • Receive and process inquiries related to road freight and operation.
  • Prepare and register job files with all necessary documents.
  • Issue instructions for the Invoice and pass the ob file to Finance department upon GM PCS approval.
  • Submit all required reports.
  • Participate in the networking events.

Education

Bachelor - Marketing (Trade)

French University in Armenia Foundation
Yerevan
01.2014

Skills

  • Product support and development
  • Problem solving
  • Data analysis
  • Effective communication
  • Customer-centric mindset
  • Blockchain troubleshooting
  • Account security
  • Quality assurance
  • Cross-functional collaboration
  • Customer relations
  • Time management

Certification

by Armenian Code Academy, ACA

Product Management Course

Product strategy and development: developed and executed product strategies aligned with company goals, focusing on product vision, market research, and defining a clear roadmap

Cross-functional collaboration: collaborated with engineering, design, marketing, and sales teams to deliver high-impact products on time and within budget, improving cross-department communication and decision-making processes

Customer insights and market research: conducted customer interviews, surveys, and usability testing to gather actionable insights, driving the development of features that enhance user experience and product adoption

Agile methodology and Scrum framework: managed product backlogs, led sprint planning sessions, and ensured continuous delivery by applying Agile practices, optimizing workflows, and improving team efficiency

Data-driven decision making: utilized analytics tools and customer feedback to track product performance, make data-driven decisions, and prioritize features

Product performance metrics: defined and tracked KPIs such as customer satisfaction (CSAT), net promoter score (NPS), and retention rates to measure product success and identify areas for improvement

Leadership and team management: led product teams through ideation, development, and post-launch phases, fostering a collaborative and innovative environment to ensure project success

Languages

Armenian
First Language
Russian
Proficient (C2)
C2
English
Proficient (C2)
C2
French
Intermediate (B1)
B1

References

References available upon request.

Timeline

Senior Crypto Trading Support (L2 CS)

Freedx
01.2025 - Current

Customer Support & Treasury

PointPay
10.2024 - 01.2025

Senior Product Support Specialist

CoinStats
04.2021 - 08.2024

Internal Pricing Sales Team Specialist

The Maurice Ward Group
09.2020 - 04.2021

Project Assistant

UFSD Armenia
06.2017 - 03.2020

Road Freight Coordinator and QMS Representative

Globalink Logistics DWC
02.2015 - 06.2017

Bachelor - Marketing (Trade)

French University in Armenia Foundation

Similar Profiles

CREATE PROFILE
Yelena Mamajanyan