lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Customer support team lead
Category: Support
Experience: 8 years | English: fluent

Successfully helped one of the previous companies to create the department, have experience of work with different NDA licenses (those who work in the industry will understand). Creating scripts and KPIs for support from scratch, working with the ready department.
Team lead/Head of Customer Support. Have the experience of creating the department from scratch. Strong sides - creating manuals, scripts scenarios for better work. Working with colleagues on the improvement of their general performance. In igaming industry since 2015. Starting from 2020 in the leading positions. Have the experience of combining several positions.
Want to work in the same industry, but may change it in case of the interesting offer. Ready to manage the team, has experience of creating the department from scratch, creating kpi system for agents and all other stuff.
Position: Customer support team lead
Category: Support
Experience: 2 years | English: upper


Working as a support team lead in Diia company for 2 years.
Duties:
- Overseeing the day-to-day operations and monitoring the performance of the  support team;
- Creating and reviewing support related processes and documentation ;
- Managing of team. Distribution of work between 
managers
-Communication  and creation task for technical team 
+ From 04.2021 assist project manager in implementation  and support of services 

Also worked as a  Hotel gust manager in Crete, Greece 
Duties: 
-Meeting guests at the hotel, helping during rest
-Sale of sightseeing tours, assistance with car rental-
-Decision questions and problematic situations,
-Providing information about the hotel and  region

And from 1.01.2018 till 1.06.2018 worked as a claims manager
Duties: 
-Contacting airlines and partners to solve problems connected with bookings
-Getting refunds from airlines
-Providing refunds to passengers
Position: Customer support Team lead
Category: Support
Experience: 5 years | English: fluent


Currently, I am a Team lead of an outsourcing team that provides technical support for a mobile game
I'm open to new positions, mainly my interests to work closer with a product
Position: Customer support Team Lead
Category: Support
Experience: 9 years | English: upper

- Leadership;
- successful organization of support workflows for various type of business;
- achieved strong issues handling skill;
- built strong and loyal team "from scratch" (full cycle - hiring, training, team-management etc.);
Used to work in different spheres: from restaurants (server, manager, bartender), essay-writing (CSR), medical equipment sales (operational development manager) to crypto (community manager, CSR in fin-tech). Have strong communication skills, self-organised and highly efficient. 

Current occupation: Head of CSD (main project) Fin-Tech; 
side project (part-time): Customer Development (e-commerce, USA-oriented)

Personal skills and qualities:
- fast learning;
- quick adaptation; 
- fluent English;
- result oriented;
- quality oriented;

Professional skills and expertise: 

- technical background; 
- support processes development & organisation; 
- research and solution implementation of support needs, based on the business orientation
Interested in building a strong support department for any type of service/product.
Position: Customer Support team lead
Category: Support
Experience: 4 years | English: upper


I have a work experience in Europe, the USA, Ukraine also remotely, have experience in team management.
I'm good in team organization, and customer support, I have technical experience, and training experience, I have good communication skills and I'm a team player.
Position: Customer Support Team lead
Category: Support
Experience: 3 years | English: fluent

Having additional tasks assigned to me, such as handing VIP clients’ inquiries and delegating them to other team members if needed. Having access to users’ personal information and to processing refunds.
Customer Support representative at Wirex 2020-2022; Customer Support Representative under NDA 2022-2023.
Handling tickets and chats+handling social media inquiries. I have experience in Zendesk, Helpdesk, Freshdesk, Jira and Confluence. I would like to keep growing and find a position of a Customer Support Team lead or a Customer Support Representative with perspective of professional growth within the company I will be working for.
Position: Customer Support Team Lead
Category: Support
Experience: 6 years | English: upper


1. Analyze new user questions, issues, and concerns;
2. Collect user feedback on the product and feature rollouts;
3. Investigate user issues and work closely with the Development team to resolve them; 
4. Control the quality of support responses and moderation;
5. Help to create the best user experience and the most smooth workflow for the team; 
6. Answer customer support chats and tickets via Zendesk;
7. Create a schedule for the whole team.

Knowledge in Zendesk, Confluence, Power BI, Klaus.
Experience working with refunds (Google Console), reviews in the App Store and Google Play.
Position: Customer Support Team Lead
Category: Support
Experience: 5 years | English: fluent


About 5 years of CS experience on various levels (agent, supervisor, team lead) in different areas in product and (recently) outsourcing companies. Total of 2 years in management positions working with teams from 3 to 27 people ensuring the full cycle of team management, recruitment, and stakeholder communication. 
Looking for a Team Lead or Head position in a product company, will happily add a spark to your team and broaden my skill horizon
Position: Customer Support Team Lead
Category: Support
Experience: 7 years | English: upper

* Built a customer support department from scratch.
* Achieved an 88% customer satisfaction rating on calls.
* Conducted over 40 interviews with candidates.
* Our department saved the company more than $8 million by providing excellent customer support and persuading customers to stay when they requested a refund.
About me: My passion lies in working with people, and I thrive on creating exceptional customer support experiences.

Experience:

Customer Support Team Lead at BetterMe: Health & Fitness (May 2020 - Jan 2023):

* Oversaw a team of over 40 individuals and implemented strategies to minimize refund requests.
* Managed billing inquiries, disputes, and refund requests via phone, email, and chat.
* Developed a personalized approach to ensure customer satisfaction and analyzed key metrics to optimize the customer support department.

Senior Billing Representative at Clario Tech Limited (Jan 2019 - Aug 2020) and ZoomSupport for Business (Nov 2016 - Nov 2019):

* Provided customer support through email, chat, and phone, handling billing inquiries and persuading customers to keep the service.
* Supervised a team of three individuals.

Support Specialist at ZoomSupport(Nov 2015 - Nov 2016):

* Assisted customers with technical issues through email, chat, phone, and remote sessions.
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: intermediate


Affiliate/AccountManager
February 2021 – till present days
IT
• Support, accounting and development of current partners
• Search for new and integration of new partners (conferences / forums / thematic chats and resources)
• Analysis of incoming traffic of partners and its optimization by source
• Collaboration with other departments to assess the quality, cost and relevance of traffic; interaction with the analyst department
• Setting up tracking/postback for partners, working with various payment models (CPA, CPL, RevShare);
• Control of payments to partners
• Preparation of weekly and monthly reports
• Planning a budget for future periods
• Development of new creatives and tools for partners in cooperation with design and product departments

Customer Support Team Lead
August 2018 - February 2021 (2 years 7 months)
IT
• Participation in the opening of a new office for the support team in another city; remote recruitment, training and adaptation in a team (10 employees)
• Forming a customer support team for a new project
• Management of local and remote user support teams (20+ employees)
• Selection of employees for the team
• Achieving goals with the team
• Training and further development of employees in the team
• Development of a grading system for personnel assessment
• Development of a bonus motivation model for employees
• Setting personal and team goals
• Timely and constructive feedback; development of employees in the grading system
• Assessment of professional growth of personnel, internal promotions, rotation of employees within the department / other departments
  • Scheduling team work
• Regular weekly / monthly / quarterly reporting
• Development and implementation of tools to reduce the number of requests (segmentation by requests, by questions, quick links to FAQ)
• Segmentation of requests
• Creation of the perfect "customerexperience", "customerjourney"
• Regular team building
• Communication and interaction with other departments of the company
Position: Customer Support Team Lead
Category: Support
Experience: 6 years | English: fluent


As a customer support agent at Clario and ABBYY, I have had the opportunity to work closely with customers and help them navigate through various technical issues. One of the key skills required for this role is the ability to communicate effectively with customers. Additionally, working in customer support has taught me the importance of patience and empathy. Overall, I have found my experience as a customer support agent at Clario and ABBYY to be incredibly valuable.
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: fluent


As a Customer Support Engineer L2, I had the following responsibilities:

Resolving clients' tickets submitted to SalesForce.
Writing email notifications to the clients
Writing support technical documentation, i.e., playbooks, and conducting support processes such as team reports, onboarding plans, and shift timetables.
Dealing with urgent customer requests, communication with L1 and L3 Support, and cross-team cooperation in order to re-move blockers for customer experience
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: upper


Assigning tasks to support agents
Assisting problem customers
Control working scope and incoming statistic (calls/chats/CRM system) 
Organizing team buildings events
Preparing meetings
Organizing work process
Building process
There are a few most important aspects for me at work. Firstly, it is a growth potential. It is essential for me within my own role and within the company in line with the company’s overall growth. In addition, I would prefer to work for a company that is innovative and always looking for new opportunities to expand. And the last but not least, an adaptive culture, good team and trust are the things which are substantial for me.
Position: Customer Support Team Lead
Category: Support
Experience: 5 years | English: fluent


Cheerful professional with 5+ years of experience in Customer Support service. Grew up to a Support Team Lead of 6 people. 
Big-hearted and interested in projects connected to social activism and/or community service projects. 
Skillful expert by day, huge D&D nerd and a gamer by night.
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: upper


- Creating and launching 3 Departments from scratch (Support, Loyalty and Sales, Moderation Depts);
- Team management (Managing over 20 people from different Depts simultaneously)
Position: Customer Support Team Lead
Category: Support
Experience: 6 years | English: intermediate

10 years of experience in Banking.
Improved the level and speed of customer service without involving additional staff.
Automating maintenance and eliminating manual work.
Experience in managing support processes (banking)
Fulfillment and overfulfillment of qualitative and quantitative KPI
Experience in process automation and optimization
Experience with Google (Sheets, Tables, Presentation), Confluence, CRM, SQL
Reviewing customer feedback and comments and resolving any issues or concerns
Creation of roadmaps, monitoring the timeliness of tasks
Experience in product improvement based on statistical analysis and A/B testing
Critical eye, analytical thinking and attention to detail
Intermediate written and spoken English
Excellent communication skills
People-oriented, motivated and result-oriented
Formation of a well-coordinated team of results-oriented employees
Position: Customer Support Team Lead
Category: Support
Experience: 1.5 years | English: fluent


For the last 4 years, I have been developing skills and achieving goals on the positions of Customer Support/Technical Team Lead and Business Development with a focus on IT and electric transport markets in the US and Europe. I possess excellent leadership skills, have experience managing a team of 4 people, and am ready to use my knowledge and experience to take your Customer Support to the best level of experience. 

My key responsibilities in the previous position included managing the work of the support service in different business units of the company, structuring and synchronizing the work of this service, creating scripts and rules for technical support, and analyzing the work of the technical support department.

Also, I actively sought ways to reduce the percentage of returns and customer rejections, improved the quality of customer service, increased the percentage of returning customers, identified and developed standards, regulations, and procedures for customer service.

My skills include calculating and analyzing key performance indicators (KPIs), analyzing the performance indicators of the relevant direction and team, and reporting.

I am proficient in English at C1 level, have the ability to understand complex technical concepts and systems, as well as professional literacy and communication. I have a deep understanding of the principles of web technologies and I'm capable of effectively managing technical projects and teams.
Position: Customer Support Team Lead
Category: Support
Experience: 2 years | English: pre


Game Broadcast Director (StarLadder, Kyiv)

- Adjusted controls on station console to regulate
transmission fidelity, contrast and brightness.
- Kept signal strong, clear and reliable with continuous
monitoring and optimization of broadcast equipment.
- Completed emergency fixes as stopgap until
maintenance teams could conduct advanced repairs.
- Worked with sound engineers to strengthen audio and
video quality during broadcasts.

Customer Support Manager (Softinform, Kyiv)

- Assessed reports, monitored calls.
- Worked with ticket system, live chats, email and calls.
- Help and solve customers problems.
- Writing technical guides.

Data Analyst (Softinform, Kyiv)

- Developed tables, views and materialized views using
SQL.
- Used statistical methods to analyze data and generate
useful business reports.
- Researched and resolved issues regarding integrity of
data flow into databases.
- Working with MySQL.
- Working with Microsoft Office.
Position: Customer Support Team Lead
Category: Support
Experience: 5 years | English: upper


Head of Customer Support

-  formed a team of multilanguage support desk. Trained and supervised a fast-growing team of customer support representatives (the team has grown from 2 to 15 people);

-  reduced customer outflow from 35% to 15%. Optimized and set customer processing channel network (~3000 customers per day); 

-  recruited and hired employees, through strategic management and measurement of team performance developed, planned and executed motivation system of employees;

-  reviewed and managed key performance metrics and indicators to proactively identify teams work.
I am particularly interested in the position of Team Leader of Support Department and I would like to grow professionally into the top manager.
Position: Customer Support Team Lead
Category: Support
Experience: 5 years | English: upper


I am a goal-oriented and focused on service success support lead with 5 years of experience seeking a position as a customer support lead with a company that focuses on development and customer loyalty, and satisfaction growth.
Now I am working as a Customer support lead and my key responsibilities are:
- Monitoring performance and leading 3 CS teams (1st/2nd lines, management) to achieve KPIs;
- Developing KPI system for CS agents and managers;
- Evaluating customer feedback and identifying ways to maximise customer satisfaction through measuring CSAT, NPS; 
- Integrating service desks in order to improve CS service and product overall (LiveAgent/Zohodesk);
- Producing efficiency reports to higher management;
- Planning team rotas to make sure that there is sufficient cover at all times.
Account management
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: fluent

Among my most significant achievements are being recognized as the best Customer Support Specialist for 7 months straight (among ~190 others) and continuing to build my legacy as Customer Support Team Leader by taking the worst-ranked team to the 1st place, making it the best team of 2022, and being awarded as the best Team Leader of 2022.
I am a Team Leader with 3 years of experience in providing the highest level of Customer Support to clients all over the globe. I know how to build a team/department from scratch and create an atmosphere & conditions for their constant growth and satisfaction.

Some of my main duties include:
- Leading and driving a team to meet performance targets and enhance the customer experience;
- Motivating and engaging team members to contribute towards common goals;
- Conducting performance reviews and quality control assessments for individual team members and the entire team;
- Organizing and leading meetings to analyze and present team performance;
- Collecting customer feedback and statistical data to improve UI/UX;
- Working with various software tools such as Confluence, Jira, Trello, Linux, MySQL, PHPMyAdmin, WordPress, Laravel, and other CMS.

Currently, I am seeking a position that offers career advancement and/or higher compensation.
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: upper


I have 3 years of experience in Customer Support. I worked as an Agent, Supervisor and Team Lead.
You can find detailed information about my professional experience in my LinkedIn profile.
I am ready to consider all offers and retrain if necessary.
Position: Customer Support Team Lead
Category: Support
Experience: 3 years | English: fluent

Im proud of seizing the opportunity to become a responsible agent at the earliest opportunity and taking on the responsibility of creating FAQ and Issues articles while actively testing the game myself. This experience has also allowed me to gain insights into how analytics function within the development team.
I have a background in offering support to clients of a highly popular mobile game, while also being a responsible agent involved in the launch and ongoing support of a brand-new game.
Have been working with Jira, Helpshift, Confluence etc. and Microsoft Office programs for quite some time. 
Currently, I hold the position of a responsible agent and customer care agent, however, I want to have more potential growth in this field and succeed in reaching my own personal goals.
As someone who quickly grasps new concepts, I want to improve the user experience by providing helpful assistance and also have a nice working environment.
I envision myself working in the “home-like” and team-oriented remote environment, ensuring I stay motivated and engaged. Also, I highly value the chance to learn and grow, so I’ll be grateful to work in the field I’ve had basic knowledge about before. 
As for the NO’s, I’d like to mention that phone calls support is a no-go for me.
Position: Customer Support Team Lead
Category: Support
Experience: 2 years | English: fluent

I am deeply proud of my training and mentoring experience in support teams, as well as establishing the connectivity in between user‘s and product teams like BA and R&D, and liaise with them about company's users’ needs. I enjoyed working with B2B complex cases, and strengthening small business owners in their online presence journeys in hardest times of 2020.
I have been supporting clients of large IT companies since July 2019 via tickets/emails, live chats, calls, and online sessions with screen share, and I do it equally well in English, Ukrainian and Russian languages. Before that, I worked in a digital agency as designer and Project Manager.

My particular strength is Customer Care, personalization, empathy and thoughtfulness. I can understand the challenges and goals of the business, which can be relieved by eliminating technical problems or improving the workflow with the usage of our company's software. I always listen carefully and ask additional questions to ensure I am providing the customer with the most relevant information.

I can effectively collaborate with other departments and teams in order to provide the best solution, analyze customer’s needs according to the business type and processes, work with different interfaces (Wordpress, custom admin panels) thanks to the good understanding of UI/UX principles and hierarchy in IT products.

I know how and where to find the data I need quickly, and I use every chance to test the solution I'm going to offer - my ultimate goal is to provide a flawless customer experience apart from just troubleshooting and to bring that vision to my team. I have truly enjoyed training and mentoring other support team members. Technical specialists enjoy working with me because I formulate requests as clearly and succinctly as possible. I am always glad to provide the client with an optimal solution to an issue or generate a suitable workaround.
I would like to share my experience as a Support Team Lead in a product company. I would like to bring my vision of support team as the one, that directly influences the reputation of whole company and product, and that support team can and should be the source of valuable user's feedback to other teams, which gives developers clear understanding of user's needs.
Position: Customer Support Team Lead
Category: Support
Experience: 1.5 years | English: fluent

Transformed an ineffective and overestimated support team into the most productive team in the customer care department.
I have managed a team of 20 agents in the product company. My scope of responsibilities covered hiring, evaluation (KPI,QA),teaching etc.  Very good knowledge of Zendesk.
A product international company is a preferable choice.
Position: Customer Support Team Lead
Category: Support
Experience: 2 years | English: fluent


I have worked for 2 years in American VOIP company Nextiva. 
I spent 1 year as a support agent within 3 levels of support. My task was taking incoming calls and troubleshooting issues regarding VOIP technologies.
I spent 1 year as a Technical Support Lead leading team of 19 support agents.