Anton Godunov

February 15, 1981

About Candidate



Master in Political Sciences 2003
Moscoew State Linguistic University

Work & Experience

Customer Support Team Lead November 1, 2019 - December 1, 2022
Netcracker Technology

● Led 2 to 10+ people support teams focused on fixing Netcracker product technical issues for a global leader in Logistics (DHL) and 3 European Telecom providers (Turkcell, A1 TAG Austria, Makedonski Telekom) ● Assembled and mentored effective and Customer-friendly support teams, oversaw their personal development plans, facilitated growth for interns and their career in the company ● Set up and controlled streamlined support processes, decreasing active defect tickets backlog from 3 digits to a low stable number by methodical problems and incidents resolving and delivering long-term solutions ● Together with the delivery and product teams I completed 2 major upgrades that enabled numerous Customers' business-critical features ● Improved my accounts profitability by up to 20% strongly pursuing optimization of internal and external support costs, thoroughly allocating and controlling the resources and spending ● Being the first escalation point for the Customer I was committed to the best Customer experience: diligently maintained internal and external regular and emergency communications ● Heavily contributed to multi-million Support contract extensions for my largest logistics (DHL) and telecom accounts (Turkcell).

Bid Manager - North and South Americas March 1, 2018 - November 1, 2019
Netcracker Technology

● Assembled and delivered 20+ RFx responses to American Telecom Customers (T-Mobile US, Altice US, Charter US, US Cellular, ETB Colombia, Oi Brazil, VIVO Brazil) by creating and managing an across-the-company team of relevant experts, ensuring that the bid addresses particular Customer requirements and distinctly promotes unique selling points. ● Signed 3 Contracts (Cincinnati Bell Resource Inventory, WideOpenWest Billing consolidation, Cogeco eCommerce solution support extension) and efficiently transferred the bids to Delivery.

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