Position: Senior Support Manager/ Customer Operations
Category: Support
English level: fluent
Years of experience: 8

Hired and successfully on-boarded 10 new team members;
Successfully launched NOC for a major client;
Launched live chat support for a new product and trained the support team;
Improved the workflow processes and replenished the product knowledge base;
My team was given the “most responsive team” award in the company.
I am a Team Lead with an overall 3,5-year experience in customer support and success for IT products, and I am looking for new and exciting challenges in my career. 

I've started my customer support journey with the role of a consultant working mostly with B2C customers from the US, Canada, and Australia. At present, I am leading a multilingual team of 16 outstanding specialists and working mainly with B2B clients from all over the world. Throughout my entire path in the industry, I have built lasting customer relationships, exceeded KPIs, and made some amazing friends. 

My current responsibilities include
- Overseeing day-to-day operations of the Customer Support Team; 
- Providing  leadership, guidance and continuous mentoring to Customer Support team;
- Hiring and onboarding and ongoing training of the new team members;
- Measuring, monitoring, and reporting on established KPIs ensuring that they are met on an on-going basis;
- Doing weekly QA for the team performance, identifying weak points and gaps in team performance for further improvement.
I am looking for an opportunity to use my skill-set and experience for achieving new heights in the service industry. My perfect workplace would be an organization with candor and friendly atmosphere, transparent communication among colleagues regardless of their positions, change-making missions, and career opportunities.