lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Support Team Lead
Category: Support
Experience: 4 years | English: fluent

Experienced CS Team Leader who managed several teams of ~25 agents in cooperation with the management and constant contact with the marketing/product/tech/financial depts.
Dedication to the projects and a deep knowledge of the relevant industries allows me to ensure the users' satisfaction and loyalty, maximizing the products revenue.
Customer Support Team Leader (NDA) - 11.2022 - 06.2023
- Mentorship and assistance in resolving the complicated cases.
- Passing the information/updates from the other depts. and the higher management.
- Improving the CS structure and workflow, chats quality.
- Preparing the schedule.

Customer Support Team Leader (BetBull) - 09.2020 - 08.2022
- Monitored the workload and assigned the shift duties.
- Created and conducted the trainings, presentations using Innform/Google Slides.
- Interviewed/onboarded the agents, helped them to resolve some complicated cases.
- Processed the complaints via chats/tickets as per the complaints procedure. Took decisions on refunds/compensations.
- Made sure the agents were informed about the new features and functionalities.
- Created the chat shortcuts/ticket macros, implemented the chatbot, dealt with Zendesk settings
- Created/edited the Help Center articles.
- Reviewed the agents' chats and provided a feedback (QA).
- Prepared the monthly performance reports.
- Adjusted the agents' schedule, tracked the vacation days/sick leaves balance.
- Replied to App Store/Google Play/Trustpilot reviews.
- Cooperation/calls with the other deps. to ensure the CS interests and needs are met.
- Shared the ideas on improving the product/workflow with the higher management.

Customer Support/Risk, Fraud & Payments Agent (BetBull) - 06.2019 - 09.2020
- Processed live chats and tickets/emails via Zendesk/Intercom/Gmail.
- Created Jira tickets for bugs/B2B requests on bet settlement etc.
- In-app chat rooms moderation.
- Made internal escalations to the marketing/safer gambling/product teams.
- Processed the casino audit trails.
- Processed withdrawal requests, verified the documents, identified the signs of fraud.
Position: Support Team Lead
Category: Support
Experience: 3 years | English: fluent


Customer Support Team Lead - IDC Online Ventures LLC ( Mar 2021 - Present)
Miami, Florida, United States (Remote)

- Hiring, onboarding, and training of new support agents;
- Providing leadership and direction to the entire customer support department;
- Process building, workflow optimization, and documentation;
- Creation, organization and update of internal customer knowledge base and training guides;
- Conducting internal Q&A sessions to improve agents' performance;
- Designing customer support scripts;
- Collaborating with other teams internationally to tackle any customers’ issues;
- Managing and coaching current support team, ensuring efficiency of workload and processes;
- Implementation of process improvements;
- Setting up Five 9 and Zendesk platforms to improve call center's efficiency;
- Developing ticketing system in Zendesk;
- Assisting call center agents to resolve high priority tickets;
- Handling customer escalations;

Account Manager - Confidential (Jun 2020 - Feb 2021)
- Established relationship with potential clients;
- Onboarded new customers and hosted live demonstration of the service;
- Maintained relationship with current clients by fulfilling their requests with the best possible outcome;
- Conducted outbound calls and emails to customers from internal database;
- Promoted company's services and products;

Technical Support Agent - Driver's Ed & I Drive Safely (Jun 2017 - Jun 2019)
United States (Remote)

Company was supplying customers with online courses for getting driver's permit or driver license.

- Communicated with customers through calls, emails, or in-app chat based on customers’ needs; 
- Handled frustrated customers and mitigated escalations;
- Provided technical support with online courses and collected and prioritize customers’ feedback;
- Provided information about each state's requirements to get driver's permit and licence;
- Set tasks in JIRA for the developers according to the customers' feedback;
Position: Support Team Lead
Category: Support
Experience: 2 years | English: upper


During the previous role at "BitMedia" as Team Lead Support Specialist, I am training and mentoring new team members, creating key tasks for the development and support team, searching for the optimal solution of clients and the team problems and processing incoming requests from customers through Zendesk ticket system. I have excellent knowledge of computer fundamentals like MS Office and Jira/Confluence. I worked with crypto and NFT.
Position: Support Team Lead
Category: Support
Experience: 4 years | English: fluent


For the last four years, I worked in Customer Care on different positions. On my last position as a Billing Team Lead I: 

- Created a Risk Management team from scratch 
- Successfully merged two different sub-teams with different schedules, KPI's and responsibilities into one
- Led a team of 13 people
- Reported on main metrics of Billing
Team, monthly
- Participated in building a system of KPIs and business metrics
- Collaborated with other teams in order to
improve the processes of working with chargebacks and antifraud, as well as with
payments and refunds

Mostly worked with Zendesk and custom CRMS. Have basic SQL and Python skills, started to learn Tableau.
Position: Support Team Lead
Category: Support
Experience: 11 years | English: upper

In 2020 successfully implemented the project of adaptation IT support to remote work - integration the new policies, and rules according to the Pandemic situation regarding business continuity needs.
My project team and I implemented an accelerated workstation preparation process (via Microsoft Deployment toolkit), which made it possible to reduce the technical onboarding process by 2-3 hours per employee. Which, in turn, made it possible to more efficiently use the resources of the team.
On-time control actuality of knowledge base and providing updates and training of new processes, policies, and procedures for the team.
An individual mentoring program for each subordinate has increased productivity by approx. 25% and reduces typical mistakes in tickets to 5% at adaption period.
Highly motivated and skilled professional in IT Support sphere with a passion for building effective service with perfect quality. I have been worked at IT Support for the last 5 years in Ciklum and lately occupied a Team Leader position with a team of 8 subordinates. During this period I have improved the quality of IT support services for the clients by identifying and solving gaps, inconsistencies and inefficiencies in existing processes and tools.
I have good skills in team management, motivation, teamwork and conflict resolution. Colleagues treat me as an initiative leader, oriented on the result.
While implementing and realization the Microsoft Deployment Toolkit project for 3 years, I have managed the distributed team of 4 subordinates.
Also, my strong sides are huge experience in troubleshooting standard and non-standard issues and the ability to work with limitations of resources.
I have a great understanding of operating systems administration, including Windows, MacOS &, Linux, end-user support, and a deep understanding of processes related to IT. For more than 10 years I was involved in the maintenance of network and IT infrastructure.
Built Windows Deployment Services for automatically preparing workstations with different configurations from scratch for a company with 1500 employees. The preparation of the workstations has been standardized.
I’m looking for a company where my skills and experience will be useful and relevant. Willing to help the company to reach its goals faster.
No night shifts.
Position: Support Team Lead
Category: Support
Experience: 6 years | English: upper

Creation of client support to the resource:
- selection of team members and training them
- organization of business processes
- chivements of my customer support team (performance indicators): 
FRT (first response time) - 3 minutes
ART (average resolution time) - 48 minutes
CSAT (customer satisfaction) - 85 %
- development of the admin area architecture for the company.

Scaling support for 3 new products:
- created and developed the plan of scaling support for three new departments and their products
- organized the complete transition of customer support to service new types of products and trained the employees of other departments to service the second line.
- developed and implemented automation of technical processes, which increased the speed of processing requests by 50%.

Turning a money-losing customer service into a profitable business :
We all know that a support department of any company is just an expense.
I conceived and developed a methodology for the implementation of a new service for users that allowed each support employee to receive additional income and make the department self-sustaining.
I am an experienced customer service and support professional. I have six years of experience in customer service management. I launched the resource's client support from scratch and achieved excellent team performance.

Head of client support for publishing services "LitRes Samizdat" of the company LitRes (IT company that was engaged in the publishing of e-books).
- launching customer support from scratch, creating a system of parallel support for several products in the context of a single platform,
- setting up the helpdesk, creating and developing scripts, creating the base of knowledge about the product, writing instructions for my team,
- selection and training of support staff,
- communication with users, analysis of requests, formation of a KPI team, assessment of the quality of personnel`s work,
- formation of tasks for developers, products, and analysts, to eliminate the problems of the resource,
- creation of the service that helped my support  department to become self-sufficient.

Head of the Reporting Department of Issuers of the Asset Management Company "FININVEST-GROUP"
- communication with investors - attraction and consulting;
- preparation and conclusion of transactions with minority shareholders;
- development and holding of seminars;
- participation in international exhibitions;
- development of a strategy for acquiring a controlling stake in a closed joint-stock company and project implementation;
- сreation of three investment funds
Position: Support Team Lead
Category: Support
Experience: 1.5 years | English: fluent


I have been working as a Customer support manager in Depositphotos for 1,5 years. 

My main responsibilities are: 
- Responsible for ensuring great customer experience (channels - online chat, ticket system, mail, phone).
- Set tasks in JIRA for developers according to the feedback.
- Communicate with customers via Live Chat and consult on any topics according to the tech, billing, licensing, files format and other problems. 
- Help with the TAX forms, requested documents, transferring accounts issues and so on. 
- Provide customers with the organization’s service and product information.
- Manage administration, communicate and coordinate with internal departments.
- Find a win-win solution to make the clients satisfied about working with our company

Working with such software as: 
- LiveChat, Zendesk, Binotel, Zoiper
- JIRA, Odoo
- Gmail, Excel, Google Docs
- Company’s Admin system
- LightShot, TeamViewer, Skype, Slack
 
I would like to grow as a Specialist using my current skills and knowledge + getting new ones to be more involved in the company’s extension and improving process. 
 
Interesting in the positions of: 
- Support Team Lead или Support Supervisor
- Technical Account Manager
- Business / Product Analytic
- Customer Support Analyst
- Customer Support Executive
- Onboarding Specialist
Position: Support Team Lead
Category: Support
Experience: 5 years | English: fluent


I have been working in Support services and Support-related area for about 4 years. I also had experience working as a Translator, Social Media Listening Specialist, English Tutor. 
Previously, I spent almost 3 years working as a Support specialist. I gained a priceless experience which I eagerly share now. For now, my main role is a dedicated Support Team Leader with a proactive approach to managing 5 direct reports. My core responsibilities include preparing a weekly schedule for 9 Support agents, creating improvement plans and OKRs for my direct reports, sharing and creating useful learning materials (in liaise with the Enablement team). I also collaborate with other Departments, such as Dev team, CSM, SDR, Product, Marketing, etc. to facilitate cross-department collaboration, foster improvements, ensure better customer satisfaction and communicate latest updates. I am also in charge of leading a review cycle for my direct reports and prepare growth plans for them. Plus, we have regular 1–1 calls/ coaching sessions (if needed) with agents who report to me. From time to time, I delegate some tasks to senior agents and pass my knowledge/train them. 
I am also working on creating personalized onboarding plans for agents now.
If necessary, I create a PIP plan for agents who struggle with achieving their goals.
Together with other Leaders and Senior Leadership we work on new KPI metrics, pivotal Support side projects, new processes and improvements.

I would like to focus on managing the Support team and help them deliver top-notch service. My passion is to make clients happy and help Support agents to quickly learn and crush their goals.
Position: Support Team Lead
Category: Support
Experience: 10 years | English: upper

- Last 12 months - actually Support Team Lead
- Technical lead of support team 
- Team lead of MDT Team - network deployment of Microsoft 
Windows operating systems and various applications 
- Team lead of support team in Gulliver office 
- For 3 years as a mentor for newcomers
- Structuring the Knowledge Base, writing manuals, updating policies
• IT support Team Lead
• 11 years Microsoft Windows - manage, support
• 11 years Microsoft Office - manage, support
• 7 years Active Directory Domain Services
• 7 years Microsoft Windows Server - manage, support
• 4 years Microsoft Deployment Toolkit (MDT) - manage, support
• 1-year Team lead of support team in Gulliver office
• Excellent troubleshooting skills
• Effective learning and teaching skills
• Detail-oriented, self-starter, and able to work both independently and in a team environment
Looking for a position as Support Team Lead, HelpDesk Team Lead, IT Manager.
Position: Support Team Lead
Category: Product Manager
Experience: 8 years | English: upper

I transferred whole support team successfully to a new CRM system; create internal instructions that used to function for almost 6 years; build strong team of 27 people and split duties between them; I was in London conference as a speaker. Close around 6 internal product cases from scratch till final release

Absence of fear of new and large amounts of work, confident in customer relationship management. I specialise in multitasking and process organisation. Have an experience in team leading: motivating, hiring, building the processes.Ability to provide efficiency and solve problems in a short period of time with a minimum of steps taken. Knowledge of English (Upper Intermediate 
) and know Excel well.Worked with programs : Trello (Atlassian), Monday, eDesk, Slack, Skale
I want to create something new from scratch, help company to possess powerful and full informative team for their customers. For me it doesn’t matter what field of activity it will be, because I’m sure that great, structured and fast service should be everywhere. And I want to be a part of it.
Position: Support Team Lead
Category: Lead
Experience: 11 years | English: intermediate

Experience in different projects and roles (Telecom, Infrastructure)
Practical project management; Innovation management; Team leadership skills; Account Management; Line Management; Budget Planning; IT Infrastructure build and management; IT Processes Development; IT Change, Incident and Problem Management; Experience in technical projects management, development and implementation; Purchasing process (accounting and logistics)

Skills:
Waterfall/Agile
Project management tools
Position: Support Team Lead
Category: Lead
Experience: 5 years | English: fluent

­Work in technical support more than 17 years, building support service from scratch, organizing 24/7 support service. Testing, choosing and configuring HelpDesk systems. Team managing. Work under ITIL requirements. 
I would like to provide my help and knowledge for your project. I believe that my analytical and technical skills will be very helpful and will bring good value to your company, team and products.
Provision of customer oriented technical support to clients.
- Managing 1-st 2-nd and 3-d line of support.
- Building support service to work 24/5 and 24/7.
- Develop and update support processes/procedures.
- Recruitment and training of the new engineers within the department.
- Participating in product testing.
- Configuring helpdesk system to meet customer and support needs.
- Creating requirements for new product features according to user's requests.
- Creating requirements for support tools.
Офис возле метро. Сложные задачи. Highload. Интересный проект.
Position: Support Team Lead
Category: Support
Experience: 3 years | English: upper


With three years of experience at TrackEnsure, a Canadian company based in Toronto, and skills in team leadership and web development, I believe I would be a valuable asset to your organization.
As a Tire 2 Support Specialist Team Lead, I effectively managed tasks, onboarded new employees, and cross-trained existing team members. 
I maximized team performance through monitoring, mentoring, and assigning tasks based on experience and training. 
I also provided feedback on employee performance and training needs, while handling difficult clients and solving complex problems.
Additionally, I have gained skills in web development, including HTML, CSS, SCSS, JavaScript, BEM, React (Basic), Grid, Gid, Node.js (Basic), Express.js (Basic), EJS, MongoDB (Basic), and Mongoose (Basic).
Please find my attached resume for more details on my qualifications. I am confident that my skills, dedication, and passion make me a strong
Position: Support TeamLead
Category: Support
Experience: 5 years | English: upper


I have 3 years of experience in a managerial position in the restaurant business. A year of experience in the field of gambling in the support department. Half a year of work as a technical support agent, then half a year of work as a personal VIP manager. The essence of the work is to ensure that the player is always satisfied, gets an answer to all the questions that arise, and also that the player is loyal to the project.
Position: Support Team Lead/Account Manager/Customer Success/Customer Support/Business Development Manager
Category: Support
Experience: 4 years | English: fluent

My biggest achievement is proven ability to learn something new within the shortest period of time (as growing from Customer Support Agent to Head of Account Management Department within half a year)
OneTwoTrip travel agency

Customer Support Agent (tickets, incoming and outgoing calls - Zendesk and Octell - night shifts only) and Booking Manager (tickets, incoming and outgoing calls - additional day shifts) - 1,5 years

Under NDA 

Customer Support Agent (incoming and outgoing calls, tickets and chats - VOIP technologies, OTRS - night shifts mostly) - 3 months;

Account Manager (incoming and outgoing calls, tickets and chats, building relationship with VIP customers, evaluating risks and taking measures, processing Billing Verification and documents for it, working with CHB alerts/CHB itself/disputes/refund requests/refunds - Zammad - night shifts mostly) - 4 months;

Head of Account Management Department (monitoring the results of the team, helding one-on-ones, implementing training and bonus systems along with the materials, training newcomers and shadowing them, making daily/weekly/monthly reports on the results of the team, building my team from 5 to 20 people) - 1 year

Under NDA (another project)

Customer Support Representative (incoming and outgoing calls, tickets and chats - Zendesk + Zopim - morning/day/night shifts) - 6 months;

Account Manager (incoming and outgoing calls, tickets and chats, working with problematic users, handling VIP customers and their issues, mentoring each of their cases - morning/day/night shifts) - 11 months

Evoplay Entertainment

Business Development Manager (4 months)
I would like to be a part of a fast-growing team, ready to work in start-up also (and have experience of working in it)
The main point for me is to work on the interesting project itself, challenge me
Not ready for night shifts/shifts from 5 PM
Position: Support Team Lead/Customer Support
Category: Support
Experience: 4 years | English: upper

Accelerated growth from support agent to support team lead (3 months). 
Finished course on Basics of management and management school. 
Implemented Agents workflow, schedule, processes.
Improved main KPIs of the team to companies goals.
L1 NOC Engineer 11.2021 - Present (Ciklum)

-Provide first level technical support and preliminary investigation to customer issues and service requests
-Troubleshoot customer issues primarily by frontal sessions
-Understand and analyze customers' problem, find appropriate and acceptable solutions
- Check the status of the problem until it is solved

Technical Support Team Lead 08.2018- 11.2021 (Clario Tech) : 
- Monitored requests, needs review, cross-sells, Reminder Tasks, CSATs, Utilization Rate per shift, reports in Sales Force (Team's and department's), prove it zone task, made changes on confluence, worked with department's schedule, extra shift
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organized workflows to meet any daily demand.
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Developed training, task, and process guidelines and communicated clear and concise directions to employees.
- Measured effectiveness of customer success by defining operational metrics, tracking systems, and reporting to the executive team.
- Assured that Agents have all necessary equipment for effective WFH.

Technical Support Representative 06.2018 - 08.2018 (Zoom Support):
- Provided high-quality technical support service via phone. Troubleshoot different software and hardware issues at Customer's devices. Created cases and requests in Sales Force according to the problem.