lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Head of customer support
Category: Support
Experience: 4 years | English: upper

After a year of my work in the company, I was the best specialist in my department in many respects. Trained new employees, later they became Team Leads of their departments.

I am looking for non-standard solutions to problems and a way out of existing situations
Professional skills: 
• Experience in dealing with conflict situations; 
• Excellent physical condition;
• Competent speech; 
• Multitasking skills

Main responsibilities:
• Negotiating with company clients;
• Finding ways to solve the problem that has arisen together with the client, 
offering options;
• Documentation and reporting management;
• Advising clients on loan terms, application processes and loan servicing;
• Customer support (by phone, e-mail, online-chat)

Education:
September 2021 – to present time, National Aviation University
Specialty: "Air traffic controller"
September 2016 – July 2021 г., Kyiv professional pedagogical college, name “A. Makarenko”
Degree: Bachelo
Work in a youth and mature team. Friendly atmosphere and assistance to colleagues in solving controversial and problematic issues
Position: Head of customer support
Category: Other
Experience: 11 years | English: intermediate

- 11 years of experience in the gambling industry,

- developed and implemented a unified training system, with the successful result of being selected and trained more than a hundred of specialists for 10 Contact Centers, including distributed locations in Ukraine, Romania, Croatia, the Republic of Belarus, Georgia, Latvia, Serbia and Brazil;

- the author of the unique trainings "Betting basics" and "How to serve conflict and gambling customers"

- remotely created 2 contact centers  from scratch with distributed locations in Ukraine, Latvia and  Serbia, Brazil
Specialist in building and managing contact centers in the gambling industry. 11 years of experience in this field, 8 years in leadership positions.

I have experience in developing and implementing a unified training system for customer service specialists. Also, I specialize in the development and implementation of customer service processes and procedures, the development and analysis of the reporting of the work of Contact Centers, the development of a quality control system and a motivation system for CC employees, optimization of processes in the Contact Center and creating Сontact Сenters for the gambling industry from scratch, including in a remote format.

I provide services for auditing the work of Сontact Сenters and recommendations for improving the work of the CC.

I provide services for drawing up a plan for creating a Сontact Сenter from scratch for your project with the calculation of the budget for the СС and launch  the project with further support and calibration of the processes of the Сontact Сenter from 1 month.
Position: Head of Customer support
Category: Support
Experience: 9 years | English: upper


I have over 5 years of experience as the head of customer support and about 1 year as a project manager. My career began as a sales manager, where I successfully achieved all my goals. Later, I tried the role of a support manager, which provided me with valuable communication experience and the ability to effectively solve client's problems and meet targets. 
After that me as a best support manager became a head of customer support. My goal was to build a team of over 100 people and provide customers with excellent and efficient support through three communication channels: phone calls, emails, and chat. Over the course of 5 years in this position, I was able to achieve high-quality and prompt customer support, receiving no complaints and positive reviews. I implemented a rating-based motivational system, which positively impacted the number of resolved inquiries. Additionally, I successfully introduced a chatbot and a new learning portal.
Last year I worked as a project manager. I was able to work on 2 projects in parallel (chatbot and lms). During this time I help to introduce chatbot and lms in prod
Position: Head of Customer support
Category: Support
Experience: 9 years | English: upper

2020
Customer experience development Hub One
2019
Human resources development Best practices of Call-centres
2018
Project of the year - Dzwinner
Volia
07.2018 - current time
Head of Customer Service Department
Customer service
-Development and implementation of a customer service strategy 
-Management of the contact center, including incoming and outgoing directions (500+ employees in Kiev, Khmelnitsk and Lutsk) 
-Managing the churn and retention of subscribers
-Developing digital customer service and increasing share of self-service 
-Design of a value proposition based on regional specifics and competitive environment
-Management of activities aimed at increasing ARPU

Customer experience
-Create a customer-centric culture to align with the larger CX strategy 
-Management of customer experience in all service channels, by analyzing weaknesses based on the results of customer satisfaction surveys, development of the service design direction
-Deliver consistency in the quality of the customer experience through regular training, competency assessments, standards, processes and KPIs
Key achievements
1.Achievement of record availability in the contact center and maintaining them at a high level
2.Opening of a new location in a short time, 2 months from the moment the case was approved until the first call at the site
3.The lowest annual churn in the history of the company

Head of Call-centre division
05.2016 - 07.2018
-Operational Management of two locations (400+ subordinate employees - Kiev, Khmelnitsky)
-Increase in the volume of passive and active sales on incoming and outgoing calls
-Optimization of the Call Center structure in order to improve customer satisfaction and reduce the cost of service
-Participation in the opening of a new location from 0, building processes, bringing to target indicators

Key achievements
1.Growth of the active sales channel more than 2 times 2.Reduction of repeated calls of clients to the call center by 15%

2013- 05.2016
Head of Kharkiv branch
Position: Head of Customer Support
Category: Support
Experience: 9 years | English: fluent

1) creating a self-sufficient team with a clear hierarchy;
2) auto-reply system that covers ~35% of issues
3) staying long-termed friends with ex-customers :-)
1) 1,5 years
Company: QuartSoft
Position: Community Manager

Communication with native speakers via email, social networks
Creating content for the Facebook group
Maintaining viral interest in the product
Working with user database

2) 5 years
Company: Murka: 
Position: Customer Support / Team Lead

Resolving users' issues via Zendesk / Helpshift system
Creating and adjusting the team processes (15+ people)
Hiring process: interviewing, accepting/rejecting candidates
Mentorship
Work with admin panel/database
Unique VIP system for 'whale' players
Auto-reply system: automation, chat-bot
Negotiation calls with American and Indian partners

3) 1 year
Company: Murka
Position: Project Manager

Team planning (15 people, art team + dev team)
Daily, weekly, quarterly, and non-regular activities
Communication with CTO, PO, BI, analysts, and other teams
Building strong optimization processes
Writing documentation, release docs, etc.

4) 1 year
Company: Playtika
Position: Incident manager

Handling production incidents: prioritization, escalation, reporting to stakeholders
Communication and close interaction with RnD, Marketing, Economy teams
Working with databases (basic SQL queries), back-office tools

5) (since March 2023)
Company: Smart Project
Position: Head of Customer Support 

All the stuff a Lead usually does (thank you for reading through all of this)
I expect from the employer:
1) to be on an equal footing with me;
2) honest, adequate, and timely feedback;
3) high vision of the direction of the company

I'm not ok with:
1) calls;
2) micro-management;
3) non-passionate people.
Position: Head of Customer Support
Category: Support
Experience: 5 years | English: fluent


2021 – 2023
Business Analyst / CRM Administrator

• Producing commercial team performance and forecast reports
• Maintaining CRM workflows, creating workflow automations
• Providing CRM onboarding and usage guidance
• Working with HQ on internal processes improvement
• Implementing HubSpot CRM

2019 – 2020
Marketing & Sales Manager

• Managing marketing and sales teams
• Managing marketing email campaigns (creating / reviewing texts)
• Managing advertising campaigns
• Assessing company performance according to marketing and sales team work

2018 – 2019
Technical Support Team Lead

• Resolving problems related to product implementation
• Communicating with development / QA teams for most complicated cases
• Community support channels (StackOverflow, GitHub)
• Overseeing the work of Technical Support team (3 agents)
• Identifying key accounts for upsale
• Collecting customers’ requirements in a pre-sale stage
• Consulting Sales and Marketing teams on technical capabilities of the platform
• Maintaining strong B2B relationships

2016 – 2017
Python Engineer Intern

• Writing code for an open source project
• Fixing bugs and developing patches
• Writing documentation for newly added features

2014 – 2016
Customer Care Team Lead

• Training new team members
• Providing support via ticket system and on community pages in social networks
• Managing workload of a team (team size varied from 7 to 12 customer care agents)
• Work quality control
• Monthly quality and workload assessments

2012 – 2014
Customer Care Agent

• Handling customers’ requests, per e-mail and phone, in RU, EN and DE
• Monitoring main issues in the games I was responsible for
• Reports to QA and Production regarding issues in the games I was responsible for
• Following the quality and workload requirements set by customer care management
• Keeping track of individual complicated cases
• Issuing refunds
• Consulting with management/team lead in case of doubtful situations/complicated cases
Position: Head of Customer Support
Category: Support
Experience: 5 years | English: fluent

Initiated and developed training program in a company to balance a high flow of newcomers and low mentorship resources. It was a successful project despite all sceptic opinions;
Analysed and structured several internal procedures with a high volume of requests. This procedure allowed me to sync several departments and provide more efficient feedback.
5 years of experience in leading B2C customer success teams in Outsourcing and Fintech companies (10 - 50 people on day shifts and 24/7); 
Great soft skills for efficient team management;
Team building processes (interviewing, onboarding, training, monitoring);
Maintenance and development of internal processes;
Support flow automation;
Continuous sync with all internal departments;
Development of training/mentoring programs;
KPI, OKR, and SLA practices;
Schedule planning for any business needs or coverage;
Assuring that the best quality of service is being provided on a daily basis.

CV is available per request.
Not interested in achieving high KPIs in sales. Highly interested in building CS structure from scratch or ready to improve any existing model.
Position: Head of Customer Support
Category: Support
Experience: 7 years | English: upper


6 years of managing/leading teams in customer support;
hiring/coaching & toxic people management;
working/implementing/adapting various KPIs that measure the quality of customer support;
gamification implementation in the support department;
reporting/stats gathering & analytics;
ms office/google docs advanced user knowledge;
politics/funnels creation for customer support agent's work & processes automation
I am interested only in management positions, please refrain from contacting me about entry level position offers.
Position: Head of Customer Support
Category: Support
Experience: 8 years | English: upper

Building customer support team from scratch on a highly competitive market; working in a startup; customer-first approach
8 years on customer-facing roles, experience building team from scratch.
Startup on an early stage with great vision and customer-first approach.
Position: Head of Customer Support
Category: Support
Experience: 5 years | English: fluent


A dynamic and results-driven professional with a background in Customer Support, E-commerce, Logistics, Sales, and Business Development.
Skilled in constructing and implementing schemes and strategies that increase profits by attracting customers and retaining existing. Able to balance multiple priorities and meet tight deadlines under high pressure without compromising quality. Bachelor`s degree in International Economics and English. Proven ability to build excellent interpersonal relationships with team members. Personal characteristics: purposeful, responsible, punctual, working well in a team and individually, analytical and critical thinking, ability to quickly understand the situation and to make decisions independently, quick learner, responsibility, dedication, perseverance, and commitment to professional growth.

Currently seeking a position as Head of Customer Support/Team Lead/Country Manager/Chief of Location with an opportunity for personal growth and challenge.
Position: Head of Customer Support
Category: Support
Experience: 4 years | English: fluent

Full administration of Zendesk ticket system,
Implementing Answerbot service in Zendesk
Administration and rebuild Fonality system 
Communication with the team, implementing new scheduling based on report analyzes.
Create motivational programs.
Apple Team Leader  (Apple Ukraine)
07.21 - (current time)
Consistently exceeded sales targets, achieving a +20% YoY sales increase.
manage the virtual team knowledge and motivation 
Arrange the processes from the very beginning of the Apple team in Ukraine.
Bring an new idea of a new type display for the market based on client needs and partner ability 
Create strong relations with partners and the teams to reach company needs
Research on the market and providing analytical feedback on a market needs to increase the sale
Maintained regular contact with Apple Operations to ensure smooth order and delivery process.
Arrange sales meetings with store managers to discuss inventory levels and restocking requirements as per planned call cycle activity
Arrange and conduct Quarterly Reviews with Store, Area or Regional management to discuss the performance of the store and the plans for growth in future quarters
Maintain an excellent sales, product and service knowledge at all times in order to deliver the best customer solution; use this knowledge to cross-train virtual team members
Seek to be an adviser and leader in an area of specialization and become a peer leader for the region
Assist with in-store training presentations to educate customers on the latest in innovation and total solutions; deliver in-store seminars on Apple specific products and solutions
Coach, train and develop staff members within the assigned location to advocate the features and benefits of Apple’s products and services. Develop skill-sets and behaviors which will allow them to bring these to life in a sales interaction with customers every day

Head Of Customer Support (Orderry)
01.20 - 07.21
set up support and retention team
create standards, workflow, schedule, rules, and regulations.
set up VoIP system, messaging system (intercom)
manage support and retention team (task, schedule)
create the standards and regulations for the retention team
create the workflow for the retention team from the very beginning and bring the statistics lower than industry standards (3,5% industry average) (2.5% current)
responsible for the development of new markets. Western Europe and America.
communicate with executives on a daily basis, and help to develop product fit to different markets.
communicate with the clients and take the interview regarding clients needs
 make a research on new markets

 
CS Supervisor
O8.18 - 01.20
Ability to learn something new
Participate in a new, great, interesting project
To have the ability to grow professionally
will be great to participate in something game-changing
Traveling is an advantage 
Do not want to work in financing Forex like or Gambling systems
Position: Head of Customer Support
Category: Support
Experience: 2.5 years | English: upper


As I work, I am looking for alternative methods of working with clients, implementing new features for the support. 
Optimization of support work. 
Organizational issues (schedule, holidays, sick leave). 
Assessment of the quality of team work, development of team motivation. 
Reporting.
Communication with other departments and active participation in product improvement.
Position: Head of Customer Support
Category: Support
Experience: 11 years | English: intermediate


- Department re-organization, KPI system, team motivation, and control
- Documentation formation: procedures, instructions, product features' description
- Service quality standards - adaptation, control, team scoring 
- Communication channels introduction (calls/SMS and other) - scripts, contact triggers
- Personal VIP strategies - recommendations, next-level motivation, complaints, NPS, retention
Position: Head of Customer Support
Category: Support
Experience: 10 years | English: fluent


Experienced customer service professional with over 5 years of successful
management and leadership experience. An enthusiastic person with
strategic thinking, oriented approach, who enjoys working with people and
building long-lasting relationships. Passionate about creating
organizational success and better brand reputation by serving customers
in a truly memorable way.
Position: Head of Customer Support
Category: Support
Experience: 7 years | English: fluent

* Revision and successful optimization of processes for a SaaS company resulting in 10% improvement of CES (Customer Effort Score) and a decrease of FRT (Full Resolution Time) by 3 times.
* Creation and development of a customer support team responsible for social media channels for an air carrier. Set up and successful implementation of sales KPI's.
* Process and performance audit; education of employees in accordance with the results of audit (as an external consultant).
Experienced Customer Support Lead (7+ years). I am good at setting up and optimizing customer support processes. I have a track record of hiring and educating support teams from scratch and improving performance of existing teams. 
I am working with international markets (including the USA, EU, Asian countries) and various industries (air carrier, retails, SaaS) with teams from Ukraine and Asia.
Challenging tasks; ambitious, flexible, and open-minded management.
Position: Head of Customer Support
Category: Other
Experience: 3 years | English: fluent

- Created a training plan that allowed preparing new support agents to  work in 2 weeks.
- Set up a Customer Support Department for a company that operates in 71 countries.
- Enabled my team to reach and maintain 98% of Support Quality Globally.
- Built teams that were capable of mature, analytical thinking, self-organization and self-motivation.
-  Hands-on experience in creating the Support Team from scratch.
- Developed the customer support procedures and standards. Ensured the standards are met.
- Assessed and hired the Customer Support Representatives. Created training materials and implemented the onboarding process.
- Extensive experience in people management (conflict resolution, coaching, professional development, succession planning, dismissal, performance management, promotions and raises, etc.).
- Ensured that productive liaise with the third parties was maintained.
- Have experience in managing both in-office and remote teams
- Have basic experience working with MS/MySQL databases, and I'm able to train my teammates on the same.

My core strengths are agile thinking and open-mindedness. They allow me to find a workaround to any situation by seeing it from different angles. This features of mine also help me build and maintain a strong team culture.
Position: Head of Customer Support
Category: Support
Experience: 7 years | English: fluent

Developed Onboarding programs for newbies (there is a published article based on my experience, I would love to share it with you if needed).
Created a Quality Assurance system for Customer Support Teams.
Managed team of 70+ agents.
I had 200+ one on one feedback sessions with CS team agents.
Implemented regular meetings with other department representatives to discuss goals, updates, and challenges, increasing productivity across departments.
Defined KPIs for support departments.
Created NPS surveys.
Product and service improvement initiatives using Service Design methodology.
Customer Journeys maps creation.
Website ADA Compliance Implementation.
Retention Strategy Development and implementation.
Helpful and reliable professional with 7-year vast experience in helping customers get what they want to their gratification and at the same time ensuring that sales goals are met to the satisfaction of the company. I have a successful experience of driving positive change and influencing enhanced performance in customer support departments as well as creating customer support strategies and KPIs. I can prioritize, manage multiple projects, and meet deadlines. Also, I'm self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.
To manage and continually improve the Customer Service
experience for the customers of the company that creates an interesting product/offers services by managing, expanding, and motivating the Customer Support team.