lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Head of Customer Support Department
Category: Support
Experience: 5 years | English: upper

- Built Customer Support teams from scratch.
- Built and implemented Quality Assurance processes in Customer Support Department.
- Increased CSAT of service by 20%
- Decreased AHT of the call by 15%
- Optimized 50% of the customer regular requests through automation
- Head of customer Support with experience in Customer Support and Customer Support Quality Assurance. (4+ years).
- Built the workflow for forwarding customer feedbacks to other departments
- Created service policies and procedures, searched and implemented best market practices
- Managing a support team (L2-L1) to achieve business objectives including the attainment of targets for customer satisfaction, NPS, employee satisfaction, service levels, resolution time, and project deadlines (6 support offices around Ukraine (i.e. 10 managers with 3-4 team leads reporting to each of them when every team lead managed a team of ~10 people in their team)
- Setting team goals in alignment with Support objectives. Prepare and provide all necessary reports and documentation to reach set goals and targets
- Ensuring that Support Managers have the resources, tools, information, and processes necessary to deliver world-class technical solutions to the customers
- Delivering performance reviews for Support Managers and provide regular feedback on performance in terms of agreed-upon performance and employee development goals
- Effectively represent Support department on cross-organizational teams to deliver on organizational objectives
- Manage workflows and schedules for direct reports and ensure adequate workload coverage
- Cooperate with product management team and developers team for the fast problem resolution and sharing ideas for product improvements
- Trained and managing the QA Support team
Position: Head of Customer Support Department
Category: Support
Experience: 7 years | English: fluent

I've built Customer Care Support department in my company from scratch. Creation of game-related documentation, regulations, guidelines, policies. Thanks to the improvements in the support flow, customer satisfaction was increased to 80%, the first reply time for VIP users reduces significantly. Due to personal touch, many users state they keep using our products because of fast and quality support received.
I've been also successfully running Facebook, Instagram, YouTube pages with 500k-1M followers total. Our projects were top games under Marvel, Disney, Hasbro licenses.
I have 7 years of experience in the IT industry, in international Game Development companies in particular.

For the last 3 years, I've been working as a Head of Customer Care Support department. My main goal in this position was to build the Customer Support department here in Kyiv in order to have smooth and constant communication with RnD department.

Alongside support duties, I'm involved in Marketing and CRM activities, such as creating of in-game promo-campaigns, copywriting, SMM promotions, Marketing researches, and communication with Art team due to the creation of promo assets.
This is the area that I'd like to dig deeper into and learn more about.

Also, I have 2 years of experience as a Social Media Manager (Game Community Manager). I've been running Social media and forum communities with over 1M followers total.  Out projects were Top games with Top titles and licensors, such as Marvel, Hasbro, Disney.
My dream position is challenging, aspiring, dedicated to a common bigger goal in a team of like-minded and open-minded enthusiasts.
Position: Head of Customer Support, Fraud Analyst, Account Manager
Category: Support
Experience: 10 years | English: fluent


I have a fairly wide experience in the field of gambling where I was working within almost  10 years  on different roles. I've started my career as regular support operator and grown up to Head of Support Department. I've participated in Building Call-center from the start with my colleagues where our staff was only about 6 people and we built huge and strong team up to 100 people.  However due to some recent events and personal easons I've been forced to leave my previous position in Gambling and for the last 9 months, I have been working at the world's largest crypto exchange in the P2P payments department as fraud investigator.
Position: Head of Customer Support | Head of Operations | IT Services Consultant
Category: Support
Experience: 10 years | English: fluent

- Built world-class IT HelpDesk and IT Support Teams from scratch serving 3600 employees around the world
- Developed, implemented, and documented all customer-related IT processes
- Set up team KPI to improve quality of support services and increase clients satisfaction
- Implemented education programs that led to internal promotions of more than 30 employees from my team to more valuable roles in the company
- Developed an efficient IT Service Catalog with SLA 
- Implemented a new IT Service Management system (ServiceNow) acting as its business owner
- Implemented the process of continual improvement of all IT services
- Developed technical Business Continuity Plan
Experienced IT Manager with 9 years of professional experience in international business.

- Management of IT Support & HelpDesk distributed teams (35 IT specialists in UA, BY, PL, ESP, USA, PK) ensuring clients satisfaction and team development
- Full support of the business needs from the IT Operations side
- Development, implementation, and improvement of ITIL processes such as Incident Management, Problem Management, Change Management, Knowledge Management, Service Level Management, Service Catalog, Financial Management etc.
- Setting up IT processes and continuous improvement of their maturity levels
- Development and improvement of the IT Service Catalog
- Establishment of the IT Disaster Recovery Plan and its management 
- Increase of the IT Budget transparency for the business and IT services quality for the clients
- Implementation of effective workflows with other internal departments

Excellent leadership and people management skills confirmed by 50+ LinkedIn connections
People management, process improvement, and service-related responsibilities are very important for me. Supporting internal and external customers is my passion.
Position: Head of customer support, Head of Sales, Team Lead
Category: Sales
Experience: 5 years | English: fluent


Sales, lead generation and customer care specialist with over 3 years of experience in team management.
Background: 
Sales: Direct sales, B2C, Telemarketing, Chat sales, Tickets, Emails, Cold calls, Retention, Sales staff training. 
Management: Call Centre, Sales department, Customer Support department, Lead generation department, Teams up to 25 agents, Staff interviewing and hiring, Onboarding/off-boarding of employees, development of scripts and funnels.

Experience: 2 years experience as a sales agent and Customer support agent. 2 years of experience as a Team Lead in sales, Customer support and lead generation departments. Managing teams from 5 to 25 employees, both "in-house" and remotely. Working on North American market and other English-speaking countries. Developing scripts and funnels, implementation them in the workflow. Creating and managing frameworks to track KPI's for departments and other structural units. Launching projects from "Day 0".

Interested in openings for management roles, Team Lead / Head of Department positions.
Position: Head of Customer Support/Head of Service Desk/Technical Support Team Lead/Chief Support Officer
Category: Support
Experience: 8 years | English: fluent

Launching a project from zero to hero;
Building new CRM from scratch and ongoing development of new features;
Converting leads into more than 10000 customers in a very specific niche;
Monitoring work of over 50 people including developers, designers, support, and freelancers;
Creating and implementing ideas that raised company's revenue for over 10% in a single month;
Setting up HelpDesk and Incident management from scratch. Keeping up with customer's expectations and SLAs.
Setting up Monitoring and Alerting systems for a large enterprise with multiple microservices.
More than 7 years of experience in Customer Care supporting Western projects. 
Worked as Customer Support Manager, Shift Supervisor, Quality Assurance Manager, Risk Manager, Support Team Lead, and Help Desk Team Lead.

Main responsibilities:
•	Building Customer Support Department from scratch;
•	Distributing the workload and minimizing expenses;
•       Setting goals and KPIs for the Support Department, 
        creating a corporate culture and values;
•	Checking Support agents' work during the shift;
•	Listening to the phone conversation recordings to find 
        errors;
•	Compiling reports with mistakes;
•	Conducting training to improve quality of work;
•	Creating the schedule for the Support team;
•	Hiring and training new staff;
•	Increasing sales, cross and up sales, improving retention 
        rates;

•	Analysis of existing and new clients' needs and behaviour;
•	Dividing tasks and responsibilities among support agents;
•	Dealing with unsatisfied and risky customers;
•	Processing refund requests from customers;
•      Working with payment processors such as PayPal, 
       BlueSnap, Maxpay and many others;
•	Minimizing the refund and chargeback rates;
•	Maximizing retention rates after Disputes;
•	Improving the quality of services and products in general
•	Building technical Support Department and Help desk from scratch
•	Setting up incident management system, Monitoring and Alerting systems



PERSONAL SKILLS
Multi-tasking skills
A persuasive communicator with perfect speaking skills
Excellent interpersonal and coaching skills
Strong self-organizational skills
Flexibility
Strong motivation for learning new areas of expertise
Target driven


Willing to apply knowledge and experience to improve efficiency and process optimization and learn new business techniques and methods.  Right now looking for a suitable position with a company that offers a competitive starting salary, cares about its employees and offers possibilities for growth.
Good opportunities to apply and expand my professional knowledge.
Looking for part-time involvement or single projects.
Position: Head of Customer Support/Operation Manager
Category: Support
Experience: 4 years | English: fluent

- I spearheaded the design and implementation of comprehensive skill development programs for the customer support team. Through workshops, cross-training initiatives, and knowledge sharing sessions, we enhanced the team's capabilities, resulting in improved first-call resolution rates.
- Recognizing the need for career growth opportunities, I developed and implemented a succession planning strategy within the customer support team. This initiative led to the identification and promotion of internal talent, fostering a culture of growth and development within the team.
- Team Expansion: Recognizing the increasing customer demands, I successfully advocated for and secured approval to expand the customer support team. By hiring and training additional team members, we were able to effectively handle higher customer volumes and reduce response times
Technical Support Operation Manager - 1 year
- Maintain constant communication with management, staff, and channel partners to ensure proper operations of the organization
- Develop, implement, and maintain quality assurance protocols
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
- Actively pursue strategic and operational objectives
- Track staffing requirements, hiring new employees as needed
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Manage timely data collection to update operations metrics to achieve productivity targets, eliminate errors, and deliver excellent customer service
- Partner with cross-functional operation teams in order to maintain proper communication and workflow.


Technical Support Team Lead - 3 years
- Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates. This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead
- Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
- Be available to assist their team as needed with case escalations, customer escalations, and process/workflow guidance
- Research and resolve problems which require knowledge, judgment, and handling beyond staff experience and knowledge
- Develop internal tools and best practices for debugging and analyzing customer issues in a more expedient and efficient manner
- Provide training and performance management to team
- Provide a line of communication between upper management and employees, fosters a positive team environment and assists coworkers as needed
Position: Head of Customer Support Operations
Category: Support
Experience: 5 years | English: fluent

- Built and managed a team of between 90 to 100 people
- Created a Motivation system for support agents
- Raised standards of service and improved customer ratings by 80%
- Automated processes and raised the department's efficiency by 50%
Determined Head of Customer Support Operations with almost 5 years of experience. Built and managed a department of between 90 to 100 people. Raised standards of service and improved customer ratings by 80%. Doubled process efficiency and reduced errors by 25%, by creating and implementing a Motivation program. Obtain a strong background in the gambling industry, as well as in the gaming field. 

My current tasks are:
- Developing and measuring key performance indicators to
determine and improve the effectiveness of all customer
service activities
- Coaching and mentoring the agents and offering guidance
and support their activities
- Creating a cost-reduction strategy
-  Automating processes and raising the efficiency of the team
- Creating a system of QA evaluation
- Setting up the migration to a new Customer Support
Platform
Position: Head of Customer Support, Operations manager, Customer Success Manager, Support Team Lead
Category: Support
Experience: 3 years | English: upper


As the Operations Manager I oversee day-to-day operations across multiple departments, evaluate employee performance, make reports, improve processes, negotiate with suppliers, and manage a team of 5 individuals using ClickUp to increase efficiency.

In my previous role as Head of Customer Support, I built the department from scratch, implemented work with Zendesk and Gorgias, managed a team of 3 individuals, and was responsible for customer service improvements.

I am committed to developing my analytical and leadership skills, and I am always eager to learn new technologies to improve operational efficiency and customer service.
Position: Head of Customer Support/ Project manager
Category: Support
Experience: 5 years | English: upper

- Managing 25+ member team 
- Creating procedures/ guidelines/ business documents from scratch
-Creating own Quality review system to rate the level of the provided service 
- Understanding RG and RFP standards in betting industry
- Reaching the set by company KPI's within the shortest period of time

Creating a system for higher performance of customer support agents, including:
- average waiting time for the first response to a customer via live chat support - 20 seconds, 
- average response rate to a customer via live chat support - 30 seconds.
- average satisfaction rate is 95%.

Personal achievements as a support agent:
- best agent of the company (KPI/QA) - 12 months out of 14;
- best mentor ( training new agents).

Personal achievements as a team lead:
-  promotion (under my mentoring) of level 1 agent to a shift manager position (level 3) within 8 months;
- an average user satisfaction rate increased up to 95% for the support team (from 87%) 
- 4+ years of successful work under the license of UKGC, one of the most complicated operators in the iGaming sphere to deal with 
- detecting fraud rings within the company's customer base 
- implementing a training platform "Innform" to scale up the team.
IT project - UK, DE, USA market

Current position- Customer support Quality Assurance Team-lead and Head of Customer support 

-  Providing feedback on quality of the provided service.
-  Conducting training for improving skills, expanding knowledge base. 
 -  Announcing new product features and explaining how they work.
-  Creating a quality assurance system for improving the service.
 - Being responsible for filling in the financial documentation ( salary, bonuses, bank holidays, overworking time, etc). 
- Dealing with customer's disputes, bad reviews, complaints.
 - Cooperating with developers, marketing and designers to make the product better. Designing new product features together with Product Managers.
 - Hiring, building and managing a growing team from the scratch.
 - Creating work process guidelines from the roots of the product to make support department workflow fast, effective and pleasant for both customers and agents
- Understanding the procedure of preparing set of documents for SAR or DER requests( Data protection)
Expect to grow in managing customer support team, implementing new systems in improving quality, getting more experience and new Information to improve Professional level. Not afraid of creating a team from scratch.

Without late hours and night shifts.
Position: Head of Customer Support/Project Manager/Business analyst
Category: Project Manager
Experience: 6 years | English: upper


I'm a specialist in customer support team creation, project and operations manager.
Experience in leading teams in fintech and product companies.
For the last 6 years I have been the Head of the client support and sales depatment. 
My accomplishments in B2B sales are over $1 million.
Position: Head of customer support; Sales operations specialist; project manager assistant
Category: Support
Experience: 4 years | English: fluent

Achievements:
Educated Sales team on sales management processes in CRM;
Developed new customized ideas for Sales CRM;
Analyzed workflow and effectively strategized it in regard to business goals, deadlines, needed resources;
Worked with two different CRMs; 
Jira, Confluence knowledge; 
Figma;
Coordinated money withdrawals:
Helped with chargeback disputes;
Conducted an office opening in Berlin remotely;  Documents translation, web-site translation;
Created templates for effective communication with clients;
Mastered a three weeks Canadian training for trading policy and commercial diplomacy
Kyiv National Economic University;
Studied one semester in University of Konstanz (management and economics);
Experience with MC Office, Photoshop;
Communicational skills gained through the work in the custommer service, as a translator in the international events, teaching and project managing
At my first job I have been involved in the international financial industry for 3 years, starting as a back-office support worker in GCG-Trust and promoted to the back-office support supervisor.
This position made me familiar with customer expectation regarding sales support level on international scale. 
My background experience helped me to deal with hard situations where complex technical issues and sensitive data were involved. It naturally educed my attention to details. 
Since I had begun with a newly formed support department, I faced a lot of constant changes and improvements, which redounded to my advantage in form of flexibility and ability to adapt. Listening, understanding, quick and comprehensive solutions of issues are my core principals that I use to maintain great support. 

After this job I decided to switch position to Sales operations specialist role in Infopulse to educate myself more on the Sales process more and deep dive to CRM processes. 
Now my main tasks are:
- Offering ideas on how to optimize the sales process, customize CRM to Sales needs
- Finding the best use of the many tools company have to make Sales and Support teams work more efficient
- Creating instructions, presentations and conducting short trainings for Sales team to guide them through CRM and informing them about all the updates and shortcuts, educating them on Opportunity management in CRM
- Determine how effectively and efficiently the members of sales support team are doing their jobs.

I am looking forward to diversify my competencies and skill set. I am genuinely interested in the atmosphere where my work has a direct impact on the product or service.
Interested in good and healthy, non-formal team atmosphere.
Position: Head of Customer Support / Senior Technical Support
Category: Support
Experience: 7 years | English: upper

- Building Support team of 5 members from scratch;
- Creating all Support processes and Monitoring tools from product release;
- Creating batch of python scripts / Jenkins pipelines and automated mainly all Support activities;
Jan-2022 – Present - Head of Customer Support
Tasks performed:
 • Onboarding and leading team of 6 members for 2 projects.
 • 24/7 on-call support.
 • Providing training to Sales team.
 • Onboarding new customers (technical integration).
 • Checking tickets per KPI and SLA.
 • Writing Jenkins pipelines.
 • Supporting k8s.
 • Updating terraform code.
 • Writing python/bash scripts.
 • Tasks related to AWS.
 • Configuration 3rd party integrations (Slack, OpsGenie, PagerDuty).
 • Creating and supporting wiki documentation.

Aug-2020 – Jan 2022 – Senior Technical Support Engineer
Tasks performed:
    • Handle requests from B2B sales/vendors/customers regarding to KPI & SLA.
    • Taking ownership of technical issues, working with Product and Development group to resolve more advanced issues when necessary.
    • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
    • Manage and monitor systems to drive troubleshooting.
    • Supporting / updating scripts.
    • Providing training to customers.
 
Jul-2019 – Aug 2020 – Senior Technical Support Engineer
Tasks performed:
    • Handle requests from B2B clients.
    • Working with Development & DevOps team to resolve more advanced issues.
    • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
    • Writing scripts.
    • Providing training to new customers.
    • Creation the supporting documentation.
    

Oct-2018 – Jul-2019 - Production Support Engineer
Tasks performed:
    • Supported existing system. 
    • Managed and monitored systems to drive troubleshooting. 
    • Collected relevant data and reported fraud.

Dec-2017 – Oct-2018 - Production Support Engineer
Tasks performed:
    • Performed monitoring. Wrote technical documentation.

Jun-2016 – Dec-2017 - Technical Support Engineer
Tasks performed:
    • Provided support for clients via email, telephone and remote software. 
    • Working with documentation and technical team as necessary to resolve product and document issues
Looking only for remote job

Interesting project with python scripts, AWS, docker, k8s...