Position: Team Leader
Category: Support
English level: upper
Years of experience: 5


Lead generator
Uployal (IT)
•	lead generation search using different channels;
•	initial communications with potential clients;
•	сold email/ сold call and other lead generation options;
•	funnel of leads;
•	keeping records of clients in the CRM system;
•	familiarizing customers with the services of the company;

Team leader
Global Bilgi 
 January 2018 — July 2022
•	Creating and maintaining strong, long-term relationships with the client.
•	Participation in internal meetings with the customer
•	Management of overall operational activities and team performance to maintain required project KPI levels
•	Coordination and control of agents' activities
•	Ensuring the appropriate level of service quality of agents by evaluating calls, monitoring the level of professionalism, conducting development and motivational events, etc.
•	Interaction with other departments to achieve KPI and improve processes;
•	Control of the execution of daily operational KPIs
•	Processing of incoming correspondence;

Quality Manager
Global Bilgi
 October 2015 — January 2018
•	Listening to calls on current topics, searching and correcting wrong transactions.
•	Conducting trainings
•	Providing comments on client requests.
•	Conducting call evaluation calibration sessions.
•	Communication and recommendations of TOP problems and urgent changes.
•	Mystery caller and communication based on results.
•	Consultation of agents, assistance to agents in complex issues.
•	Performing additional tasks at the request of management.