lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Customer Support Team leader
Category: Support
Experience: 3 years | English: upper

As a customer support agent:
- Reduced the number of refunds by 20 percent;
- Became a customer service manager on Facebook and Instagram and increased the company's rating on the Trustpilot website by 1.5 percent in a month, receiving feedback on excellent support;
- Increased product sales thanks to a successful collaboration with the advertising department.
I was working as a Chinese and English interpreter, content manager in a US company, and customer support agent in an Israeli company. I have a great experience in communication with different people types, since I was living and studying in China, and it was one of the priciest periods of my life. 
Multitasking, the ability to learn new things quickly and with great interest, solve user problems and understand the digital marketing market, improve the process of communication with customers, so customers understand the product better, and makes it easier for them to use it. I am also interested in IU/UX design and practice creating websites.
Position: Customer Support Team Leader
Category: Lead
Experience: 1.5 years | English: fluent


- 2.3 years worked as a Customer Support Representative;
- 1.4 years worked as a Customer Support Team Leader (leading a team of up to 15 people);
- have good experience in holding 1:1/group meetings;
- have good experience in presentations creation/presenting material;
- worked with documentation/procedures creation/team results reporting etc;
- work with Google services (docs, tables, charts, presentations) on a constant basis;
- work with Jira/Collab on a constant basis;
- work with Trello on a constant basis;
- have good experience in group projects;
- worked not only with team and team members, but also worked with department/company processes improvement;
- worked in cooperation with company product pods;
- used to working in stressful conditions (outages/promos like BFCM);
- have experience in mentoring peers/team members
Position: Customer Support Team Leader
Category: Support
Experience: 3 years | English: upper


3 years of support experience in FinTech company. Good understanding of clients issues and solving them with pleasure. Experience in staff training and onboarding. Skills of workflow optimisation and creating convenient and transparent processes.
Position: Customer Support Team Leader
Category: Support
Experience: 3 years | English: fluent


As a Service Delivery Manager I've had multiple responsibilities:
- Collecting and analyzing consultants’ feedback on a weekly basis about the company, project, team and further feedback analysis;
- Arranging team training sessions with a client;
- Managing consultants’ schedule requests along with the client's requirements;
- Monitoring team discipline and ensuring corporate culture within the team;
- Conducting interviews and milestone talks with consultants;
- Monitoring internal product documentation on a monthly basis and ensuring the supervisor keeps KB and TP up to date;
- Ensuring consultants’ professional growth and regular encouragement;
- Monitoring client billing process;
- Ensuring SLA and client contract compliance;
- Cooperating with HR, Finance, Technical departments to ensure client's success.
Position: Customer Support Team Leader
Category: Lead
Experience: 5 years | English: fluent

Certification: ITIL® Foundation Certificate in IT Service Management

•	Development of 2nd  line support procedures and guidelines from the scratch based on ITIL methodology
•	Continuous service monitoring and improvement to meet customer service level agreements
•	KPI metrics elaboration and collection
•	Business trips organization and conduction 
•	Communication and negotiations with both customers and 3rd party vendors
•	Successfully developed and managed the process of support engineers hiring and training 
•	On boarding of new projects, technical documentation and processes establishment based on ITIL
•	Monitored employee performance and performed required appraisals
•	Technical Support, Problem Solving and Analysis, Leadership Development
•	Staff Supervision, Process Improvement, Target Achievement
•	Relationship and Team Building, Training and Development, Strategic Planning
•	Customer Relations, Project Coordination, Policy Development
•	Coaching, Communication Skills

Atlassian JIRA and Confluence, Outlook, HPSM, Salesforce, Zendesk, Microsoft Dynamics CRM, One Drive for Business, Power Point, Excel, Word.
Position: Customer Support Team Leader, Outreach Team Lead, Junior Project Manager, Learning & Development
Category: Support
Experience: 4 years | English: fluent

1) Managed a hybrid Outreach team of 10 to 17 people working for different European markets and constantly achieved good results with them. Many of my team members developed into team leaders/other vertical roles themselves, which I am proud of. 

2) Developed learning materials for the department, which helped newcomers greatly during the onboarding; was a co-writer the department's monthly digest

3) Helped develop a new feedback system for the department branch on a new location, which proved to be effective and increased engagement within the team.
I am an experienced Team Manager looking for new opportunities to grow and contribute my experience to a new project/company. My managing experience is 2 years of leading a customer support team and 2 years leading an Outreach team. Responsibilities are listed below:

Outreach Team Lead at Jooble:
- Worked with a team of partnership managers: identified bottlenecks as well as growth opportunities of individual team members and team as a whole; created strategies and measurable steps to make progress and achieve objectives;
- Conducted job interviews for candidates to assess the required skills and qualities;
- Developed educational opportunities for the department - found and created learning materials, guides, organised internal courses etc.;
- Participated in creating and implementing outreach strategies for website search optimisation and SEO promotion;
Managed issues and problematic cases with partners, internal tools, etc.

Customer Support Team Lead:
- Organised and monitored the work of the team of 10-15 people;
- Established new communication and feedback processes in the company’s new branch;
- Implemented new motivation strategies to drive team engagement and collaboration towards shared objectives;
- Provided general supervision of the shift to ensure all systems and processes are running smoothly and handling crisis situations; 
- Was an escalation point for clients, identified and approved exceptions.

At my latest role as a Senior Link Building Expert I built all processes for link acquisition for the project and managed multiple external contractors and agencies to ensure constant results. This experience helped me to enhance my planning and organisational skills, strategic thinking and multitasking. Right now I am looking for something more people-oriented, though I am open to various opportunities.
I am passionate about working with people and for people, so I am open to different opportunities where I can bring value an d progress while helping others to do the same. Positive dynamics, openness and caring about the employees - are top priorities when choosing a company. Toxicity and absence of work-life balance are a no go. Shady projects and adult-themed ones are also not for me.
Position: Customer support Team Leader, Product Manager, Operations Team Leader
Category: Support
Experience: 8 years | English: upper

- Team management of 40+ people;
- Successful projects with government agencies for the development of e-sports in Ukraine;
- Successful team restructuring, successful implementation of a team performance evaluation system, a full cycle of developing an organization and holding e-sport events (both on- and offline)
United tech (1.06.2022 – 4.11.2022) 
Product company 
Customer support team leader 
Tasks: 
- workflow building for b2b and b2c support department; 
- team management, to build and prepare a team for 24/7  
support workflow; 
- created 24/7 support; 
Achievements:  
- operating a 24/7 customer support department; 
- integrate a new workflow for b2b;  
WePlay Esports (06.2020 - 02.2022)
Tournament platform Operations Team Leader 
- Team management: budgeting, team structure management, KPI management, mentorship, requirements generation for the new team members and new candidates interviewing;
- Platform development: business requirements description, competitors research, support on all stages of development, feedback on releases;
- Community management and user experience: community interaction process set up, user feedback processing, recommendations on user experience improvement, community representatives' interviews arrangement;
- Communication with stakeholders;
- Crisis management;
Anzu.pro (02.2019 - 06.2020)
Customer support Team Leader
Tasks: 
- Recruited team members and built the workflow from ground up and building the customer support department;  
- Establishing a connection between the department and the rest of the company's structures; 
- Creating a KPI system and monitoring its implementation, regular analysis of the department's indicators, optimized department workflow;
- Creating and maintaining a knowledge base for the customer support department;     

Anzu.pro (09.2018-02.2019)
Product Manager
- Researched  contestor market; created functionality for the web project;  
- Composed and distributed the tasks; supervised task execution;  
- Selected temporal executors for particular tasks; / remote contractors  
- Unfolded and adjusted Atlassian products (Helpdesk, Confluence);  
- Worked on the project life cycle after release;      
-  Interacted with stakeholders.
I’ve got huge experience organizing and building workflow. I believe, that the best team is made of all kind of different people. Want to grow professionally  overcoming the challenges and bring the most awesome projects to live.
Position: Customer support Team lead, Head of call-centre, Project Coordinator
Category: Support
Experience: 5 years | English: upper

Creation of a support service from scratch and its management.

Coordination and management of various departments of the company.
For the last three years I have been working as a support lead at the Fintech project. 
Responsibilities included building a complete user support system - from software installation and employ workers, to creation of virtual call center departments.
At the moment, my department is successfully functioning, allowing clients to receive high-quality online support 24/7.

Before that, 4 years I've been working in Lucky-labs (gambling sphere) in Support department (call-center). At the bigging, it was position of support manager and after 9 month I became Shift Supervisor. After that, I get the position of Support team lead. There were 32 persons in my team  (Support managers and 2 Quality managers).
The main responsibilities includ all aspects of organisation work process in department from the technical procuring to recruitment and training:

-	organization and ensuring the smooth operation of the department;
-	team management, motivation and quality assessment of its work;
-	development and implementation of a system assessing the quality of work of employees;
-	work with motivation and demotivation of employees;
-	solving organizational issues related to the work of department;
-	processing of incoming customer requests, including work with VIP clients;
-	sale of company service


I'm looking the lead position in support or the other department with interesting tasks and career prospects. I want to improve my knowleges and became more professional.

For my employer, I can provide the serious relation to work, discipline, huge desire to work, high working
I'm looking for opportunity to take part in the development of the project. Ideally - manage the processes of building a project from a scratch.
Position: Customer Support Team Lead/Head of Customer Support
Category: Support
Experience: 2.5 years | English: fluent

Support Team Lead:

- Managed a team of 10 agents;
- Increased overall team Customer Satisfaction (CSAT) to 95%; 
- Created a 100-pages product knowledge base on Wiki; 
- Developed a complete training plan for new agents; 
- Trained newbies;
- Performed monthly team QA’s.

Customer Solutions Expert

- Maintained Customer Satisfaction (CSAT) at 95%+; 
- Reply time under 2h (tickets) and 30s (chats);
- Quality at 98%;
- Increased number of the product’s positive reviews on TrustPilot;
- Spotted several potential app’s bugs which are now fixed; 
- Successfully resolved thousands of support tickets, chats and calls;
Having worked as a support representative (chats, tickets, calls) for 2+ years I gained a solid experience with various technical projects (Software, SaaS) and provided outstanding work results which led me to the Team Lead Manager position where I learned better ways to manage and educate my team.

Customer Solutions Expert (Sep 2019 - now) | iHerb

- Resolving tickets & chats via Zendesk
- CSAT at 95%
- Reply time - 2h for tickets and 30s for chats
- Productivity at 12,5 tickets/hour
- Quality at 98%

Customer Success Manager (Apr 2019 - Sep 2019):

- Holding online demos to onboard new clients;
- Conducting additional platform trainings for existing clients;

Support Team Lead (Feb 2018 - Apr 2019):

- Managed a team of 10 agents;
- Increased overall team Customer Satisfaction (CSAT) to 95%; 
- Created a 100-pages product knowledge base on Wiki; 
- Developed a complete training plan for new agents; 
- Trained newbies;
- Performed monthly team QA’s.

Technical Support Agent (Dec 2017 - Feb 2018):

- Maintained Customer Satisfaction (CSAT) at 97%+; 
- Reply time under 2h (tickets) and 3mins (chats);
- Increased number of the product’s positive reviews on TrustPilot;
- Spotted several potential app’s bugs which are now fixed; 
- Successfully resolved thousands of support tickets, chats and calls;

Skills:

- Fluent English
 (Lived in the USA, Cambridge Certified)
- Technical support 
- Online demonstrations 
- Team management 
- Conflict resolving
- Zendesk (Tickets)
- Intercom (Chats)
- VoIP (Phone calls)
- Asana (Bug reports)
- no night shifts
- no call centers
- no house rentals
- no gambling
Position: Customer Support Team Lead / Head of Support
Category: Support
Experience: 6 years | English: fluent

Implemented quality assurance process for the team, which helped to improve agents' skills and customer satisfaction rate. 

Led a customer support team that achieved a 10% increase in customer satisfaction scores within 4 months through targeted training programs and process improvements. My team achieved and kept Customer Satisfaction Rate at 95%+ .
I enjoy creating an outstanding customer experience! 

My responsibilities included the following:
- Managing a team of support specialists (24/7 support, remote team), including hiring, training, and evaluating.
- Setting goals and performance metrics, providing coaching and feedback.
- Implementing quality assurance processes to ensure all team members meet performance standards.
- Developing and delivering training programs for new agents and experienced employees.
- Creating and implementing policies, procedures, processes, and best practices for excellent customer service.
- Management of disaster recovery plans. 
- Implementation of effective workflows with other internal departments.
- Creating and updating internal documentation.
- Managing external knowledge bases (FAQ, Help Center, Video Tutorials). 
- Handling increased complexity cases (conflict situations, controversial issues).
- Handling refunds & financial disputes.

Experienced in Intercom, HelpCrunch, Jira, Notion, Spreadsheets 
Skills: Organization Skills, Communication, Problem-Solving, Team Leadership, Presentations, Analytical Skills

Especially interested in building a Support Team from scratch & working in a startup environment.
Looking for a company with a creative environment, and a culture of feedback and transparency. B2C preferably.
Position: Customer Support Team Lead/Head of Support (German and English)
Category: Support
Experience: 6 years | English: upper

Courses 

QATestLab - Fundamentals of software testing 
2018

CodeAcademy - HTML & CSS (basic)
2015
Tech Support Agent (English+German)
September 2019 - 2023 
Software MacKiev
• Troubleshooting software and hardware issues through Helpdesk system (tickets, Live Chat and email)
• Handling and resolving customer's complaints and requests
• Software strings translation (English-German)
• Participation in LQA, bug reports submitting 
• Working with beta-testers 

Team Leader of Customer Service Department (German+English)
January 2017 – July 2019
Outdoorer (InnWert GmbH)
• Organization of work processes
• Delegation of tasks, examination of goal achievement
• Consulting and training of employees
• Development of coaching documentation 
• Coordination of the Social Media team
• Processing of customer complaints
• Customer support and consulting (cancellation, shipping, etc.) by email
• Carrying out the return management (as well as processing the refunds in ERP)
• Support in Content Management and Online Marketing (publication of articles, KeyWords research)
• German-Russian translation of websites,  Ukrainian-German translation of legal documentation
• Collaboration in subject-specific projects
I do not consider:
- support agent jobs
- night shifts
Position: Customer Support Team Lead / Manager
Category: Support
Experience: 5 years | English: upper

Creation of the knowledge base for support representatives, which contained around 400 pages. The special feature was the ability to use it with various support channels — mail, chat and call-center.

Advanced written and verbal English skills. Advanced markdown and HTML user.
Customer Support Manager with almost 5 years of experience. Worked both in startups and large corporations (Yango). Throughout my career progression from customer support representative to manager, I have never lost sight of the fact that employee satisfaction drives performance. Through working with key metrics and knowledge bases, I have consistently increased customer satisfaction and optimized team performance.

— Customer support management.
— Interaction with the product team on improving service, application and internal tools. 
— Creating and managing tasks for technical writers in agile system.
— Meetings, work reviews.
— Improvement of the customer support metrics, such as CSAT, FRT, ART and Backlog time.
— Writing and improving answer patterns and the knowledge base. Technical content writing.
— Workflow development.
— Handling complex and sensitive issues with the product team. 
— Work with the payment monitoring system, analysis of errors in payments.
— Creating an onboarding system for new employees and partners.
— Traffic monitoring of the platform (Grafana, Kibana), reporting and elimination of critical incidents.
Position: Customer Support Team Lead/Manager
Category: Support
Experience: 2 years | English: upper


Experienced Customer Support Team Lead with a demonstrated history of working in the technology industry; manage the support team shifts; monitoring the team KPI’s; provide support to customers around the world; monitor; customer troubleshooting and escalations; bug reports to Jira; create, improve and implement processes and procedures within the team
Position: Customer Support Team Lead / Operations Manager
Category: Lead
Experience: 4 years | English: upper


• Customer support experience and Client-facing orientation;
• Lead a team of Customer Support specialists;
• Establish KPIs and processes to measure and optimize team performance;
• Work with Engineering and Product leaders to surface, prioritize, and track customer feedback;
• Experience with incident tracking tools and JIRA, ITSM Tools from Support Processes management side;
• Experience in system log analysis and associated root cause investigation;
• Strong understanding of Operation Processes;
• Good troubleshooting skills;
• Great communication skills; experience in conflicts resolution with Client and within Internal Teams.
Low bureaucracy, opportunities for improving skills, flexible working hours.
Position: Customer Support Team Lead/Operations Manager
Category: Support
Experience: 5 years | English: upper

Analyzed project demands and hired a team to fully cover them.

Created a full employee life-cycle for supply agents, which included hiring, onboarding, adaptation, development, and off-boarding.

Made significant improvements to an existing quality assessment system that could efficiently evaluate the performance of each member of the team and the team as a whole. 

Set up relevant OKRs that corresponded to the current stage of project development, thus giving the team an understanding of what to focus on to get the maximum profit.

Connected CS Team and Business Team so that the company's tone of voice could truly represent the company's values and policies.
Dear Recruiter,

I started working as a Customer Support Manager in September 2017.  For 5 years, I was a CSM, Senior CSM, Quality Assurance Manager, and CS Team Leader. 

For now, I am managing the international CS Team (Chinese-speaking) in a crypto mining company. We aim to provide efficient tech (mining-related) support to our customers in China. 

During these 5 years, I have worked for Ed-Tech, Gambling and Mining projects. My responsibilities included:

1. Communication with customers from China (in Chinese), USA and Europe & handling complex requests;
2. Building and maintaining strong, long-lasting relationships, working on customers’ loyalty.
3. Adaptation, onboarding and mentoring new-comers, off-boarding process for CS team and supply agents;
4. Quality evaluation and assessments, 1*1 meetings for the CS team aimed at improving the quality of the service;
5. Develop schedules, a motivation system within the team, including a personal development plan (moving from Junior grade to Middle, etc);
6. Setting & tracking main KPIs/OKRs; 
7. Creating communication flow between departments to ease and speed up problem resolution and updates exchange;
8. Creating documentation, like CS instructions and notes, product descriptions;
9. Identifying bottlenecks and complex areas in processes, cooperating with teams to find the best solution;
10. Cooperating with the Product Team, took part in hypothesis testing.

In August 2022, I completed a Brand Management course, and am actively implementing the knowledge gained there into the work, for example in terms of communication strategy & tone of voice. Besides that, now I understand how branding works and how important it is, starting from the identification of company’s values to interaction with different TAs at each level of brand development.

I am ready and able to learn fast as well as share my ideas and experience.
I enjoy managing teams and helping to set the processes that would benefit both team and business. I am interested in a position, where besides working with the CS team, I can also apply and develop my skills in process optimization, team management & development, product improvement, and brand development. 

Would like to join a company with transparent & ecological internal policies and growth opportunities where I can both apply and improve my experience and skills.