Position: Head of Customer Support [Technical Support]
Category: Support
English level: upper
Years of experience: 9

Reduced average response time across all markets by 1000%;
Developed KPI model based on data and company revenue growth;
Brought team ROI to more than 300%;
Increased LT and ARPU by 30%;
Implemented AI assistants for customer service
Managed a project to develop and implement a new type of functionality on the platform. +7% in revenue in the first month;
Created a short and long-term strategy for the CS department;
Planned department budget;
Building a team from scratch;
Developed tone of voice and service principles;
Business-oriented manager with nine years of experience in customer service in various industries(EdTeh, AdTeh, FinTeh), including five years as a manager. In the organization of processes, I go beyond the usual customer support to provide the best customer experience.
The last two companies bring customer service teams to the TOP3 of the industry in terms of essential customer service indicators (CSAT, Reply Time, NPS, etc.).


As a Head of Customer Experience
- Implemented AI assistants for customer service
- Reduced average response time across all markets by 1000%;
- Developed KPI model based on data and company revenue growth;
- Brought team ROI to more than 300%;
- Increased LT and ARPU by 30%;
- Managed a project to develop and implement a new type of advertising campaign on the platform. +7% in revenue in the first month;
- Created a short and long term strategy for the CS department;
- Planned department budget;
- Developed tone of voice and service principles;
Seeking a position that will best utilize the skills and talents I have developed and will provide opportunities for growth. My experience and skills allow me to meet challenges and demands that may arise in any position that I hold with more than 5 years of experience.