Position: Customer Support
Category: Support
English level: upper
Years of experience: 4

I always show my interest in work and how everything works. Thanks to what, I'm trusted with more important and responsible work, which inspires me to do my job even better. I am willing to learn and educate myself
Worked as a Customer Solutions Manager in Ticketim (november 2016 – march 2020)
Using written and spoken English, working in a fast-paced and deadline driven environment within the Customer Solutions department of Israeli-based European event ticket platform, using deep understanding of the company's products, provide support and issue resolution to front-line customers service managers. Responsible for collecting feedback to improve the product offering and develop processes to resolve common customer questions related to the service plans, the functionality of the service, technical issues on the site in a scalable and efficient manner. 
- Help customer agents resolve clients' inquiries following company guidelines using ToDoist; 
- Clarify and guide customer agents with all requests, escalate and follow up where necessary; 
- Analyze previous communication to optimize quality and productivity of the entire support team; 
- Manage a team of other 5 Solution Managers: train and mentor new employees, organize workflow, assign tasks; 
- Collaborate with different departments inside the office and with remote specialists.
Worked as a Customer Support in The App Solutions (2 months)
Working with English-speaking clients worldwide (Israel, United Kingdom, Western Europe), provided a high level of customer satisfaction and offered clients possible solutions to technical and user experience inquiries. 
- Assisted existing and potential customers via email/phone/live chat; 
- Contributed to products' success (built FAQ, wiki-style knowledge base); 
- Provided feedback to the product team; 
- Tracked and reported metrics to the management team.
Im intersted in IT & HR fileds, so it will be a great opportiunuty to gain some new and importent knoladge.