lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Head of Customer Support
Category: Support
Experience: 10 years | English: fluent

- Building a team of 35 CS Agents from the scratch on the course of 4 years
- 90+% of positive customer feedback
- Ensuring first live chat response is provided within 6 seconds on average during full remote work 
- Integrating new CRM systems and migrating from existing ones while maintaining team's performance.
I work in Customer Support branch of IT industry for nearly 10 years and have vast experience of providing customer care on very diverse levels. I have 5 years of experience as Customer Support Agent where I learned how to conduct live chats, respond to emails and process phone calls, as well as grown personally in various ways to ensure I could obtain a management role eventually. 

Furthermore I have more than 5 years of experience as a team manager and builder. I found myself as a passionate leader who can genuinely enjoy sharing my skills with others and see them grow. As a team manager I can: 

Interview and hire Customer Support Agents
Develop onboarding and training materials to introduce newcomers to the product, industry rules, IT environment for those who just roll in, etc
Build big teams with pronounced hierarchy and stated roles
Create email, live chat and call center processes. Set up optimal settings on existing CRM systems or integrate new ones (I have deep understanding of ZenDesk). 
Develop quality assurance system and continuously boost support quality and improve the team's knowledge within the industry, assure growth of team members
Work with KYC verification and payment systems, maintain relevant processes. Can work with chargebacks, decrease open rate and increase win rate. 
Analyze customer data and provide feedback to product, design or legal teams to achieve global business goals of the project 
Think long term and forecast department needs during rapid growth. 

I gained these experiences while working with the following companies (I can share my LinkedIn profile on request): 

Betting & Gambling, mobile apps, UK customers
Position: Head of Customer support 
Nov 2016 - Aug 2020 (3.5 years)

Financial services, mobile apps, USA customers
Position: Head of Customer support
Mar 2021 - present (1.5 years)

MacOS applications, USA & worldwide customers
Position: Customer Support supervisor, Geek on demand
Dec 2010 - Mar 2015 (5 years)
My Goal: is to find another long-term workplace where I can apply my leadership and team building skills. I have a good understanding of how to simplify complicated processes, thus improving team’s performance and mental happiness, while making sure business needs are met along the way. I can dedicate myself to a project and manage crisis situations in a startup environment without extreme supervision.
Position: Head of Customer Support
Category: Support
Experience: 6 years | English: upper

Reduction of personnel recruitment costs due to decresing of turnover of personnel to 45% (from 90% to 45%)
Initiated a change in the script of a telephone interview with candidates, which decresed the rejection rate of candidates in the call interview from 70% to 40% on cold bases
Created group of experts to work with hard, repeated cases. As a result, the level of satisfaction increased by 10% and the number of repeated calls decreased by 5%
Started The Tone of Voice Project - the main thing is to change scripts to friendly communication. As a result C-Sat incresed from 8.8 to 9.3
Launched a website for operators where they can check there kpi`s
Launched Gamification projects that increased efficiency of personnel
Members of my team reached the finals of the "Dzwinner" competition (the best service team and the operator of the year)
%Conversion increased twice in last 2 years
Manage and supervise 9 team leaders and 100+ agents(inbound and outbound)
Providing high availability and service quality of the Call Center (CAR, SL, CSat, NPS, RFT etc.) Improving the commercial efficiency of the Call Center by increasing cross-selling, upsales, sales of equipment
Analysis of current processes and initiate optimisations
Work to reduce the staff retention
Creating kpi`s for employees
Creating and adjusting a training program for retention, sales and customer support
Resource planning according to the call forecast
Position: Head of Customer Support
Category: Support
Experience: 8 years | English: fluent

My personal achievements, among others, include CS team's transition to a new schedule - 24/7, and creation of one of the best Community management teams in the field of crypto gaming (p2e).
My main focus and field of activity is Customer Support. For over 8 years I've been providing a professional remote customer support services for : PSPs (payment processors), blockchain projects, trading platforms, gambling platforms, e- commerce, etc.

I was taking part in all operations, from interviews with candidates and developing work procedures, to new clients onboarding and corporate finances managing.

My personal achievements, among others, include transition to a new format of work 24/7 and creation of one of the best Community management teams in the field of crypto gaming (p2e).

I know exactly how to:
- define tactical and strategic goals;
- handle clients activity;
- build and lead a strong team of people who complement each other and don't need oversight; - build work procedures to optimize workflow;
- drive a successful activity pursuing a company's goals.
Position: Head of Customer Support
Category: Support
Experience: 9 years | English: fluent

- Conducted an audit of the operational processes for the biggest delivery company in Saudi Arabia, using SQL and Tableau for visualization of results 
- Based on outcomes of the audit, optimized the productivity of the Customer Support department of 200+ people. 
- Built a new structure for knowledge sharing inside the company and implemented intelligence-swarming process.
- Wrote automatization process using the chatbot, which decreased the Customer Contact Rate by 40%
- Introduced a new CRM structure with Customer Support queue and enhanced Data Analysis capabilities, which allowed making Staffing Forecasts and tracking customer behavior changes .
As a result, got a decrease in MTTR by 90%.
- Helped to build a Fraud customer detection system that decreased company spending by 4% by building prevention strategies.
- Over 9 years of experience in the support industry.
 - Successfully managed and oversaw 7 support offices located throughout the country, leading and supervising up to 200 subordinates in total.
 - Developed and implemented a specialized Customer Support Team that led to a significant 80% decrease in response time during non-business hours.
 - Created an effective coaching and learning program for support agents onboarding in 6 different offices, leading to an increase in overall productivity and customer satisfaction.
 - Improved the support department's performance by reducing time on-call by 20% and improving first-call resolution (FCR) by 10%.
 - Developed and implemented Support Quality Assurance procedures from scratch, ensuring consistently high-quality service across all locations.
 - An advocate of the "Follow the Sun" support model, which ensures seamless and continuous support for customers across different time zones.
I have 9 years of experience in managing people and operations, and I am currently seeking a position that aligns with these skills. While I appreciate any potential opportunities, I am not interested in a night shift job or a support agent position.
Position: Head of Customer Support
Category: Support
Experience: 2 years | English: fluent

- Foundations of Project Management by Google; 
- Project Initiation: Starting a Successful Project by Google; 
- Project Planning: Putting It All Together by Google
Team Lead
since 15.09.2021 - present 

- headed the department (20 people+) 
- organize and control work 
- running 1 on 1 meetings with colleagues to ensure effective work - communication with other departments to ensure effective mutual work 
- optimisation of working processes
- creating tasks and delegating them
- working with different licences 
- working with KYC/ AML processes
- communication with game providers
Position: Head of Customer Support
Category: Support
Experience: 11 years | English: fluent


With over 10 years of experience in Customer Support and Sales, I possess a deep understanding of customer needs and improving agent performance. As a team leader, I successfully hired, coached, and managed 15 agents to achieve high customer satisfaction ratings. My passion for enhancing the customer experience, combined with strong communication skills, makes me a valuable asset to the growing Support Team.
Position: Head of Customer Support
Category: Support
Experience: 7 years | English: upper


Work History

August 2019 to December 2019
New Sansa 
Head of Call Center    
    Managed CRM database, including troubleshooting, maintenance, updates and report generation. 
   Developed all process controls and metrics for daily management of Call Center. 

September 2018 to July 2019
Upsale Pro
Senior Supervisor    
    Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals. 
   Trained all operators and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department. 

August 2013 to October 2018
Adelina Call Center
Head of Customer Support    
    Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization. 
   Measured the effectiveness of all customer support approaches and initiatives
Position: Head Of Customer Support
Category: Support
Experience: 4 years | English: fluent

- Managing over 500.000$ in crypto transactions 
- Working with World's biggest companies ( Top 30)
I have worked as a customer success manager and technical support specialist for over 3 years and also helped with the growth strategies and managing the affiliate teams.

My responsibilities included:
- Process and edit XML files
- Search and attraction of new clients,
- Preparation and placement of orders,
- Support and work with regular customers,
- Solving problems directly with customers and finding solutions,
- Onboard new users
- Requesting feedback on how to improve the product from the customers
- Managing affiliate teams and helping with the resources
- Managing duties and responsibilities of the customer success team

I have also worked as a backend developer and have bachelor's and associate's degrees in Computer Science.
Position: Head of customer support / Community manager
Category: Support
Experience: 3 years | English: upper


- Handling incoming inquiries via calls, emails, chats, social media;
- Collecting and escalating bugs to engineers (applications for Android, iOS, macOS, Windows);
- Testing features of language learning platform;
- Great experience with different CRM systems (Zendesk, Wix, Intercom etc.), professional tools (Jira, Trello, Notion etc.), payment systems (PayPal, Stripe etc.);
- Managing social media (Facebook and Instagram);
- Dealing with positive/negative customer's reviews on Google Play and App Store;
- Controlling all communication with clients and processes in support team;
- Quality assurance of support consultants;
- Creating and editing product databases for support team;
- Dividing tasks within the team;
- Creating training programs for newbies / managing progress of new consultants.
Position: Head of Customer Support/Customer Service Team Lead
Category: Support
Experience: 4 years | English: upper

Leading team of 70+ employees including remote teams.
Developed a new training plan to decrease training time by 50%.
Expanded the customer support team and improved workflows.
Improved key project indicators: meeting SLA, quality level increasing by 10%, CSI (Customer satisfaction index) increasing to 4,5+ out of 5, AR (abandoned rate) decreasing to 1%, FCR (first call resolution) level increasing, hold time decreasing to 10%, work time (after call work time) decreasing by 45%.
Managed to lead support projects in different fields successfully.
I was promoted from Customer support representative to Support team supervisor and then to Head of Customer Support. Worked with different support projects simultaneously, providing 24/7 customer support to our clients. 
Customer support teams forming and organisation, development of workflows. Training plan development for newbies.
KPIs development for the support team, efficiently managing problems and risks, implementing and managing qualitative changes to increase customer satisfaction level, coordinating and motivating project support teams.
Preparation and analysis of reports to identify and correct weak sides, monitoring. Schedule building to provide efficient 24/7 support to our customers.
Organization and leadership skills, decision-maker and negotiation skills, emotional intelligence. Conflict resolution skills.
Interviews and business meetings conducting (both with inhouse team and stakeholders).
Willing to use my pre-existing skills in customer support to immediately start supporting the needs of the best organization. I am passionate about advanced technologies and would love to be a part of outstanding projects.
Position: Head of customer support/customer success
Category: Support
Experience: 11 years | English: fluent

Organised remote work for more than 200 agents during 48 hours
Implemented Zendesk - decreased creating ticket's time twice
Decreased amount of claims 3 times durind 2 quorter 2021
•	2 years + Experience as a Head of Support at Fozzy Group (300+ agents), managing 8+ remote teams, implement Zendesk 
•	1,5 years + Experience as a Head of sales in FinTech, organise departament from '0'
•	2 years + Experience as project management in airline, completed 10 internal and external including international : automation processes in Contact Center (auto payment for services and receipt of notifications), sales of additional services 
•	5 years + experience in banking industry including foreign banks
•	10 years + experience in Contact/ Call centers
•	5+ year in Managerial position
•	Product Owner's school "Agile Drive" - 2021
•	Experience in providing trainings and education for employees by myself
•	Business process knowledge
•	Very good negotiating skills

CRM, Cisco (reports), Avaya (reports), MS Office, Internet, Lotus, CMS, Nice, Oktell, Amadeus Altea, Zendesk, Viki reports
Experience in analysis, design, research and description of business  processes.
Experience in creating RFP's and requirement specifications.
A professional individual with diverse experience and qualifications in Product Owner's, Project Management (Waterfall/Agile - practical knowledge, SCRUM- theory) within financial, retail and telecommunication industries is seeking to expand horizons and discover new challenges in foreign environment. Interesting in managing positions in customer support, UI/UX
Position: Head of Customer Support (Customer Support Team Lead)
Category: Support
Experience: 3 years | English: fluent


I was working as a Customer Support Shift coordinator in a Game Studio. Now I'm working as a Customer Support Team Lead in international IT company, which develops mobile apps, especially category "Health and Finness". You can see my day-to-day duties below:
- managing the team (hiring, training, setting goals, conducting a performance review, QC, creating development plans, teambuildings);
- preparing weekly/monthly reports and analytycs;
- creating templates (canned responses) and guidelines;
- developing technical requirements for system enhancements;
- tracking feature requests and bug reports via Asana to ensure timely and effective resolution of the issues;
- establishing customer service processes through various CRM systems and admin panels.

Software expertise: Front, Asana, SolidGate, Jira, Amplitude, Confluence, Slack, Google Sheets.
Position: Head of Customer Support / Customer Support Team Lead
Category: Support
Experience: 5 years | English: fluent

4+ years as a Head/Team Leader
Managed a team of 24 people
Increased average customer feedback rate by 0.8 points (from 8.4 to 9.2)
Increased repurchase rate after refund (from 28% to 41%)
Developed several support-related CRM processes from scratch
Jul 2018 - Dec 2022
As a Team Lead of the Quality Control Department (Customer Support and Freelance Support), I:
Ensured constant quality control of customer support agents
Developed KPIs and OKRs for each team member/subdivision
Created A/B tests to validate or invalidate hypotheses
Wrote several guidebooks for the internal knowledge database
Supervised a disputed billings subdivision
Managed a team of 24 people
Developed several new processes for an internal CRM system
Made decisions independently and collaboratively on product quality-related challenges
Tracked team member performance closely to quickly intervene in mistakes

Jun 2016 - Jul 2018
As an Account Manager, I:
Identified high-risk clients 
Tracked and reported on account performance and prepared regular reports for senior management

Dec 2014 - Jun 2016
As a Dispute Resolution Specialist, I:
Granted/denied refund requests on a case-by-case basis
Resolved disputes between clients and freelance workers
Analyzed and evaluated controversial issues
Position: Head of Customer Support, Customer Support Team Lead
Category: Support
Experience: 7 years | English: intermediate

Managing the daily running of the call center - 80 employees, 9 under direct supervision, support for 18 countries, 7 languages of communication, 3 contact center platforms and 4 international locations. Reducing the number of typical hits.
Building a team from scratch for 24/7 coverage with full support functionality (from the moment of logging into the site until using purchased services).
• Building a team from scratch for 24/7 coverage with full support functionality.
• Recording statistics and the performance levels of customer support; analysis of customer complaints; site testing; working with a technical team to optimize and automate the workflow.
• Develop step-by-step instructions and work diagrams, scripts, and support templates.
• Recruitment, training and internship of new employees; developing training programs and job responsibilities; tracking and scheduling workloads; scheduling for employees; quality control of service; testing of employees.
• Managing the daily running of the call center - 80 employees, 9 under direct supervision, support for 18 countries, 7 languages of communication, 3 contact center platforms and 4 international locations.
• Work with customer complaints.
• Preparation of commercial offers and presentations for outsourcing projects; Support of signing and monitoring contract’s fulfilment;
• Introduction of KPI`s; Reviewing the performance of staff, recording statistics and the performance levels of the center and preparing reports. Identifying training needs and planning training sessions;
Position: Head of Customer Support, Customer Support Team Leader
Category: Support
Experience: 5 years | English: fluent

- Created and performed each-month evaluation scheme for agents.
- Described and protocolized the support team processes and created a knowledge base.
- Built and implemented a new department scheme based on company needs and agents straights.
- Set and aligned teams’ KPIs to global company goals and ensured those are met.
- Launched remote team (hiring, onboarding, training).
- Successfully launched support service for 5 projects, created knowledge bases and reporting schemes
5+ years of experience in Customer Service (both Sales and Support processes; B2C product, English-speaking countries). 
3+ years of managing in-house Customer Service team for Ed-tech product company (30+ agents) 
2+ years of managing remote Customer Service team for several outsourced projects (20+ agents)
Completed courses of Product Management and Marketing.

NO EXPERIENCE IN TECH SUPPORT
Ready to build outstanding customer service team and processes from scratch or join the existing team
Position: head of customer support departement
Category: Support
Experience: 3 years | English: upper

Creation of a motivation system that reduced refund rate from 4% to 2.7%
Local CRM update that saved around 200 hours per year for the company.
Creation of a family-like environment that reduced the number of people that quit in half.
I work in the customer support department for 4 years.
Passed all the way form junior support to a manager of 27+ people that works 24/7.
Experienced in problem-solution / relations building / local CRM update/creation of motivation (bonus systems). 

For me, it's all about the people and finding a balance between company needs customer satisfaction and team members happiness and motivation.
I love to face problems and resolve them.
For me, a perfect job will be a support department with a lot of problems and a team that is ready to work hard to solve them.
Position: Head of customer support department
Category: Support
Experience: 3 years | English: upper

I created 4 workable sites in the field of iGambling, for those who understand what it is and how it is done, I think they can consider this an achievement

(or not)
As described in my CV, I have been involved in the development of iGaming projects, during which I have faced many responsibilities and completed everything. From the very beginning, I got into the position of Customer Support, showing excellent results over time, I was obliged to train new support in the tricks I use.
Then I became Team Lead. Further, when building new projects, I needed to learn how to work with text editors in which I could make (or at least understand how) changes to the visible structure of our sites. So I learned many of my skills, which are described above. Further, again, there was a need to take the position of Affiliate Manager, which included connecting new affiliates and creating profitable algorithms both for us and for them. Calculations, statistics, and so on. This taught me how to use statistical data visualization programs like Power BI.
In general, I told a specific part of my experience ... but I think it would be much better to tell it to a live recruiter)
Thanks to those who read.
Position: Head of Customer Support Department
Category: Lead Generation
Experience: 4 years | English: fluent

Former semi-professional cyber athlete
Head of the department (NDA)
Team Leader of VIP AM dep (NDA)
Former Head and Team Lead of Customer Support, VIP Account Manager departments. Working with USA/EU market in the gambling industry was managed to bring a company to a brand new level.
Not ready to work in dating sphere, interested in crypto/gambling fields