lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Head of customer care,  Customer care Team Lead, Customer Success Manager
Category: Support
Experience: 7 years | English: fluent


10+ years of experience in Customer Care and Support

- Supervising day-to-day operations, responding to customers issues, business development activities; 
- Onboarding and support in launch process; 
- Automation of routine procedures, close cooperation with development team; 
- Creating and controlling tasks for operations team, monitoring KPIs; 
- Hiring and training new employees; 
- Implementing policies and standards; 
- Arranging strict order of document flow (contracts, commercial offers, tenders, elementary accounting, reports);
- Business meetings with customers and suppliers in Ukraine and abroad;
- Selection of contractors and suppliers; 
- Communication with huge international clients and networks;
- Administrating tasks: team schedule, vacations, meetings, one-on-ones;
- Management of the Ukrainian branch during lockdowns, work with remote teams
No night shifts please :)
Position: Head of Customer Care Department
Category: Support
Experience: 10 years | English: fluent

Achievements in the previous role as Head of Customer Care Team:
1. Built a customer support unit from scratch, and led it for 5 years (2018-2023);
2. Led the change and transformation processes in Customer Care when the company was acquired by a global e-commerce company
3. Transformed and adjusted company's existing support processes(startup level) to enterprise service levels;
4. Together with the Enterprise's Learning and Development team developed a training process, trained and successfully onboarded 20 support agents
(Tier 1 );
5. Facilitated launch of the Tier 2 (technical issues) support department to resolve customer inquiries within the given SLAs;
Support's team OKRs achievement: 93% CSAT, NPS-50%, ASAT 90%, Av. reply time-chat 25sec, ticket-25 minutes.

Certificates:
Lean Six Sigma Green Belt Course
Lean Six Sigma Black Belt Course
Manager, Customer Operations (August 2022-August 2023)

1. Managing a team of 20 support agents (Tier 1) and supervisors;
2. Coordinating work of the quality assurance specialists and supervisors;
3. Ensuring of timely processing of customer escalations- as per the SLA;
4. Working with technical and product teams -developing a Voice of the Customer program;
5. Creating guidelines and the evaluation metrics for support agents;
6. Building technical support (Tier 2) structure:
7. Creating knowledge base (Confluence) for Tier 1 support agents
8. Establishing connection between the Tier 2, Tier 1 and product teams
9. Escalating technical issues and customer feedback to other teams Team´s monitoring of processing payment disputes and chargeback (marketing, product teams)

In my previous job role as a Sales Account Manager for the US market, I started from 0 assigned accounts and 2 years have grown and nurtured my personal database to 400 loyal always renewing and brand-aware customers.
Over the past 10 years working with the US market gained a deep understanding of the US customer/business mindset and what drives them to do business or purchase from the company. This understanding helped me avoid unnecessary acts to compromise myself or the company in any unprofessional way.
- Remote work;
- Product company ;
- Constant professional development;
- Open communication with management;
Position: Head of Customer Experience
Category: Support
Experience: 10 years | English: upper


Managed people for more that 10 years.
Built customer support departments from scratch with inspiration and process.
Managed high load products in different industries. (Blockchain, Crypto, DeFI, CeFI, B2B, Mobile, Gambling)
Position: Head of Customer Experience/Operations Manager
Category: Support
Experience: 5 years | English: fluent

Regarding my achievements, I would like to highlight the following notable accomplishments:

- Successfully built and organized an international remote team, establishing effective communication channels and KPIs to measure success-driving aspects
- Increased CSat, NPS, and retention on every project I've been a part of by creating customer-centric environments
- Initiated and drove efficient cooperation of cross-functional teams by leading common projects
- Contributed to business financial sustainability by reducing the chargeback ratio
I am an experienced Head of Customer Experience with a proven track record of leading CX teams for over 5 years. I have successfully taken over existing teams and built international departments from scratch, creating customer-centric environments that drive loyalty and satisfaction. My expertise lies in the eCommerce and SaaS domains, specifically in digital goods provision and fintech
I have a strong technical background and possess excellent leadership and collaboration skills. In my previous roles, I have achieved exceptional results, such as increasing customer satisfaction and reducing churn rates. Being a data-driven professional, I know a thing or two about making strategic recommendations to ensure that the business achieves its goals
I have two foremost passions in my work: creating outstanding customer experience and setting up efficient processes to help businesses achieve their goals. Considering that, I would be happy to continue my career as a Head of Customer Experience or contribute to the success of my future company as an Operations Manager
Position: • Head of customer onboarding • Сustomer service • Client relations • Localization •
Category: Support
Experience: 4 years | English: fluent


- product onboarding for new customers and prospects (languages: Ukrainian, Russian, English, Spanish)
- customer support on technical and organizational issues
- management of the onboarding team for various markets (CIS, Europe, APAC, MEA, North America, Latin America): 10+ employees
- holding product webinars
- creating manuals, managing Help Center
- active colaboration with sales, customer success, product, marketing and development teams on processing customer requests and product improvements
- active participation in go-to-market processes
- product localization (11 languages)
- competitor reseraches
Position: Head of customer service
Category: Support
Experience: 9 years | English: upper

* The Support (SL1, SL2, SL3) department creation from scratch.
* The SLA and Severity process development.
* Development of the own quality assurance system.
* Creation and implementation of a unique KPIs system.
* The best in-game Support 2018 within Helpshift.
* The best 20 customer supports departments in 2021 by Netomi rating.
General RO:
* Participation in the process of hiring employees. Making the final decision on staff recruitment.
* Control and support the training program for new employees.
* Quality control and the response prioritization strategy of all requests based on value for the business (quality assessment system).
* Creation and support of a clear KPI system and monitoring of performance indicators.
* The VIP Support department creation, and support.
Communication with the TOP priority users/clients in the VIP Support program.
* Building a survey system for collecting feedback to identify customer satisfaction (NPS, CSAT, CES).
* Formation of the SLA as a unified system of interaction between clients and the product.
* Maintenance and support of regular reports for related departments of the company to convey main feedback and suggestions of users.
* Development of the supporting strategy for the social networks: accuracy, analysis of competitors, and search for trends.
* Implementation of the sales program.
* Support the return user program (LTV, RoC).

I am familiar with Jira service management, Zendesk, Helpshift, Incident management, Power BI, Tableau, and more other tools that can rise the productivity of the team.
I am looking for a new challenge that will allow me to use all my knowledge and experience to build a strong support service that can raise the empathy of external and internal B2B or B2C users to a new qualitative level and, as a result, bring profit.
Position: Head of customer service
Category: Support
Experience: 7 years | English: fluent


I am a client-oriented Head of Lead Research Operations working in the Marketing industry and having a profound experience in the EdTech niche. I have a proven background in customer experience, strategy and operations management, solution development, and fraud prevention. Additionally, I possess strong expertise in people management, coupled with convincing communication skills.

My top priority is supporting individuals in articulating their needs, mining invaluable insights from their journey, and implementing life-changing solutions.
Position: Head of customer service
Category: Support
Experience: 11 years | English: fluent

I have taken company's sales culture to th next level, building long-term relationship with customers and increasing the revenue twice within 1 year period.
I have been managing multifunctional and multilanguage teams both remote and in-house in a dynamic ecommerce international company. Main functions managed are sales and customer care as well as logistics, product development and operations. In terms of task management and ticket management tools we have utilized trello, Jira, freshdesk, zendesk and for goal management okr tool - profit. For data analysis we have used excel and have developed our own software. 
Throughout my career I have hired, trained and managed more than 50 people, set up basis and kpis for managing and growing remote teams within the company, conducted restructuring and optimization, developed the products of the company. 
The sales revenue has increased three times and the customer satisfaction rate has increased twice within 1 year since I joined the company. 
 Employee turnover rate has been drastically decreased and has remained stable within the years worked for the company.
New challenges, using more of my potential to achieve awesome results
Position: Head of Customer Service
Category: Other
Experience: 4 years | English: fluent


Results-oriented marketing and business development specialist with a proven track record in driving growth and building strong client relationships. Skilled in market research, strategic planning, and executing impactful marketing campaigns. Experienced in customer service leadership, social media management, and business process improvement. Fluent in English.

Head of Customer Service | DIM 9000 | Oct 2022 - Present | Kyiv City, Ukraine

• Successfully lead the customer service team, implementing process improvements and ensuring exceptional customer satisfaction.
• Demonstrated expertise in team management, business process improvement, process control, and leadership.

Call Center Supervisor | DIM 9000 | May 2022 - Sep 2022 | Hybrid

• Managed call center operations, overseeing scheduling, leadership, recruiting, staff retention, and coaching.
• Implemented effective strategies to optimize operations and enhance customer service.

Customer Service Quality Manager | DIM 9000 | Dec 2021 - Sep 2022 | Kyiv City, Ukraine

• Demonstrated exceptional customer service skills while ensuring service quality standards were met.
• Played a vital role in enhancing customer satisfaction and improving customer service processes.

Marketing Intern | Miratech | Sep 2021 - Jan 2022 | Kyiv City, Ukraine

• Created engaging content for social media channels, aligning with the company's brand messaging and goals.
• Managed social media pages, ensuring regular updates and monitoring engagement metrics.

Business Development Specialist | VR Inn | Oct 2020 - Jan 2022 | Kyiv, Kyiv City, Ukraine

• Conducted market research and analysis, identifying new business opportunities and potential clients.
• Developed and executed business development strategies, fostering strong client relationships.

• Social Media Marketing
• Networking
• English proficiency
• Business Development
• Customer Service
• Team Management
• Process Improvement
• Leadership

I am passionate about driving business growth, delivering exceptional customer experiences, and leveraging my skills to contribute to the success of dynamic organizations. Let's connect and explore how we can collaborate to achieve remarkable results!
Position: Head Of Customer Service
Category: Project Manager
Experience: 9 years | English: basic

1) I was admitted by holding board as one of the successful professional at costumer service. 2) i was interview by one of the best media holding, which considered improving qualities of costumers services.
From 2012 actually i have the professional experience of E-commerce. At this moment i am the  head of division of costumers service, also the member of board. This department includes 5 (five) different lines of work types : Hotline , Department of Monitoring, Research department , Delivery department, Distance selling. I was participant of projects considering develop of products ( bank services, digital researches, negotiations to merchants ); I always welcome to acquire knowledge.
I expect that I will be able to grow and improve my professional skills together with the company. I hope that my capacities and knowledge will bring many benefits to your company and the team.
Position: Head of Customer Service / Customer Service Manager
Category: Support
Experience: 11 years | English: fluent

Achievements:
- built Customer Support departments and all processes from scratch: 3 companies; 
- hired teams of 10 - 15 people for 24/7 schedule: 2 companies;
- together with the team achieved SLAs: Calls: 20 sec to pick a phone, 15 sec to start a chat, 1 hour to answer e-mail with 24/7 support, and high load (over 20K incoming requests).

Courses and trainings: 
- Apple Certified Support Professional 
- Leading By Example
- Coach, mentor, and a pro-active person who grows people
With over 14 years of experience in cooperation with people of different roles, I've learned how to be a responsible, confident, open-minded, and reliable person. With all my knowledge of organizing, motivating, and setting up teams from scratch to successful and result-oriented, I'm always looking into new approaches to help people and implement new technologies that improve people's lives. 

Experience:
- Manage the team of 9 Support Engineers and two outsource teams of 30 people.
- Provide full cycle of support: from the product idea to features collection, sync with the product team, follow beta releases, communicate with customers, collect feedback.
- Research and implement new solutions that improve department work and communication.
- Resolve the most complex and sensitive questions with the customers.
- Cooperate and manage cooperation with QA and Dev teams for the fast and best problem resolution. Cooperate instantly with the product team to sync customer pains and software improvements.
- Report on user activity, provide details on user-reported bugs and issues.
- Communicate with the Company's business partners.

Hard skills:
- Strong skills in technical issues troubleshooting, starting from the very beginning and in-depth analysis of logs.
- Experience in Customer Support systems integration, development, and improvements (Zendesk, Jira, Intercom, Readme, Freshdesk, Pipedrive, Zapier).
- I have in-depth knowledge of operating systems, including Windows OS, macOS, Android, iOS, tvOS systems.
- I have a good understanding of Software Development Lifecycle: Alpha, Beta testing, MVP, public releases for the big audience.

Soft skills:
- Self-motivated person.
- Reliable and can work under pressure or stress.
- I deeply understand customer needs and wishes.
- Responsible and willing to take responsibility.
- I can coach and mentor.
- Collaborative and ready to build strong teams.

Thanks for considering!
I want to join a Customer-focused Company that wants to set up from zero or to level up existing and get a world's top-rated Customer Care Service.

I'm ready to start either as an individual contributor at the startup and build up everything or join the existing Support Team and put all my skills and efforts on the improvements, including not only team management, but also coaching, mentoring, and developing strategies.
Position: Head of Customer Service, Head of Contact centre, Head of Customer Support
Category: Support
Experience: 6 years | English: intermediate

I possess a wealth of expertise in directing customer support teams and managing contact centers across various industries. I have a track record of establishing and nurturing high-performing teams, devising motivational frameworks for staff, and formulating strategies for retaining and managing customers. My proficiency in streamlining business processes, automating customer support systems, and implementing quality control metrics has contributed significantly to the organizations I have worked with.

Moreover, my training in project management, soft skills, and sales has equipped me with the requisite skills to provide effective leadership in these positions. Furthermore, I have hands-on experience in call center project management, encompassing team management, staff training, and documentation development.
My professional background includes extensive experience in establishing contact centers, spanning both inbound and outbound lines and chat-based support. I have also spearheaded various customer service projects, including initiatives aimed at improving net promoter scores (NPS) and customer satisfaction index (CSI). Additionally, I have devised customer retention programs to enhance brand loyalty.

As part of my responsibilities, I have managed teams and overseen their development, performance, and recruitment.
Position: Head of customer service/support
Category: Other
Experience: 7 years | English: intermediate

Organization of client support department from the very beginning
people management, recruitment
customer support department supervision
shifts management
procedures development and implementation
Development of support team from the very beginning.
Procedures, scripts management.

MySQL, XML basic knowledge, Ability to work with huge database, Able to manage in conflict situation, People management skills, Atlassian JIRA,  MantisBT, Strong communication and sales skills, Good knowledge of e-commercial products.
Профессиональный рост. Сложные задачи. Белая зарплата. Адекватный менеджмент.
Position: Head of Customer Service / Support Team Lead
Category: Support
Experience: 4 years | English: fluent

- Developed the system of new employees' training
- Took part in the development of the company's automatic responses system 
- Created the system of tests for support team knowledge assessment
- Improved the existing manuals on the product and supplemented them with missing information on new features and mechanics
- Launched the shifts schedule in the Customer Service department
- Developed the system of VIP support
As a Support Specialist:
- Solving technical problems customers might face and consulting on various product-related issues.
- Providing training to new employees. 

As a Technical Support Team Lead:
- Developing programs and procedures to enhance the productivity and performance of the team.
- Ensuring that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Conducting a thorough check of all the tickets the team processes and giving continuous feedback to improve the quality of service the customers are provided with.
- Collecting statistics on the requests to control the existing bugs and improve the product.
- Updating the manuals and the FAQ database with the new features description and mechanics specifications.

As a Head Of Customer Service 
- Managing Customer Support department (30+ employees).
- Building VIP support program. 
- Setting KPI for the team.
- Interviewing and hiring new employees.
- Updating the existing training and testing system.
- Conducting performance review.
- Providing regular reports on department statistics.
- Friendly atmosphere at a workplace 
- Acknowledgment for work achievements
- Feedback on performance from supervisors 
- Access to the resources that can help me to perform my tasks efficiently
Position: Head of Customer Service&Support Team, Project Manager, Antifraud expert, Head of Claims Department
Category: Project Manager
Experience: 9 years | English: upper


More than 6 years of experience in team management. Manage multiple teams with over 20 employees at once.
A specialist in building teams and technical processes in support departments.
Expert in e-commerce fraud prevention. Deterring fraudulent transactions that exceed $1 million.
Interesting projects, complicated tasks. Understanding the business building cycle and the implementation of tasks before joining the cooperation. Only serious suggestions.
Position: head of customer success
Category: Marketing
Experience: 11 years | English: fluent

Achievements:
 NPS growth from 3.8 to 9.5 out of 10 in just 3 years
 40% of clients extended annual contracts without tenders
 up to 90% of the company's vacancies were filled by internal resources - through development
и роста сотрудников
13+ years at marketing &amp; communications and 9+ years of experience with global corporations at
managerial roles: from launching new brands to new market expansions. Lately was managing 20+ people,
working with EU, US, CAR, and CIS markets. Building effective and productive relationships with clients with
proven results: 9,5 (out of 10) evaluation grade received from ABInbev client, changed only in 2 years,
starting grade was 3,8. Ukrainian team grade is the highest not only in the EMEA region but also in the world.
Advanced user of digital &amp; non digital marketing channels (SEO, SMM, FB Ads, PPC, influencer marketing,
TV, OOH, Radio, Digital media)
I provide an enthusiastic and coaching approach to motivate teams to bring the best results. I offer a
great combination of leadership experience that gives the advantage to understand business and drive
transformation at every level in the VUCA world.
Position: Head of Customer success
Category: Support
Experience: 11 years | English: upper


Managment of teams
Launching new directions
All aspects manage of customer success.
The development of sales, retention process, cross and up sales through the Contact center.
The development of self-service systems.
Monitoring, control, analysis projects.
Position: Head of Customer Success
Category: Support
Experience: 5 years | English: upper

- successfully managed the growth of the Customer Success team from 10 to 40+ employees
- increased customer satisfaction and NPS rates by 30
As a dedicated and results-driven professional, I have steadily grown in my career, starting as a Support Specialist and ultimately rising to Head of the Customer Success Department. With over 5 years of experience in the field, I have developed a reputation for being a proactive problem-solver, an effective communicator, and a team-oriented leader. As the Head of the Customer Success Department, I successfully managed a team of 40 employees, working collaboratively to ensure that our customers received the highest level of service and support. Through my leadership, we increased customer satisfaction and retention rates, driving revenue growth for the company. I am committed to continuing to develop my skills and expertise in the customer success field and I am excited about the opportunity to make a meaningful impact in the organizations I work with.