Position: Customer Care Manager
Category: Support
English level: intermediate
Years of experience: 5

During the period of my work, I have achieved the following results:

- successfully managing a team of CS agents;
- automated and integrated more than 5 different customer support processes;
- conducted almost 50 different trainings for my team;
- grow professionally in customer support for the DACH market;
- studied the basics of making strollers, car seats, accessories for them, and women's clothes. 
- reached the professional business level of German language communication
I have been working as a Deputy Head of Customer Support for the DACH market for almost 5 years. I managed a team of 12 agents. My German level is C1, English - B1.   

Main responsibilities during my professional career:

- communication with B2B and B2C customers via phone, live-chat and email
- onboarding new agents (conducting product and work-systems training);
- developing a work plan for the month for agents;
- employee performance analysis and monitoring;
- the decision of conflicts and difficult situations with claims of clients;
- reception and processing of orders;
- creation, control, and distribution of customer accounts;
- control the timely payment of accounts and their debts;
- a creation of monthly reports on the work of the service;
- consulting and assistance to clients by e-mail and chat;
- work in systems: Zenfulfillment, Zendesk, Billbee, Xentral, Shopify, and many others;
- control of deliveries and processing of customer complaints;
- communication with the warehouse.
I would like to work with the DACH (Germany, Austria, Switzerland) market in IT company, prefferably with german-speaking customers.