Position: Head of Customer Support / Support Team Lead
Category: Support
English level: fluent
Years of experience: 8

Complex audit of the knowledge base and flows, processes, integrating new software depending on the company's needs

Polishing an existing knowledge base for 8 departments of 100 people / creating a new one for a specific project with special requirements. 

Reviewing existing shortcuts/tags/automations in Zendesk, grouping them / creating new ones and adjusting the existing workflow when required in order to collect the analytics.

Building / supervising a team up to 25 agents including representatives of different departments and units.

Leading a team and becoming the best team of the company among the other ones during the last year.

Conducting interviews with the possible leads and hiring the best candidates who are working for 6+ months within the company.

Creating a system for higher performance of customer support agents, including:
- average waiting time for the first response to a customer via live chat support - 10 seconds, 
- average response rate to a customer via live chat support - 20 seconds, 
- average waiting time for the first response to a customer via live call support - 15 seconds.

Personal achievements as a support agent:
- best agent of the company (KPI/QA) - 14 out of 19 months;
- best retention agent.
Personal achievements as a team lead:
- best performing team (KPI/QA) - 8 out of 11 months.
Customer Support Team Lead (2 years)

- Supervising the support team, billing, retention agents, account managers;
- Providing assistance in areas of customer relations, services up-sales, retention skills, staff training, problem resolution, and team supervision;
- Prioritising and execution of the tasks in a high pressure environment;
- Coaching, encouraging and motivating colleagues, offering appropriate solutions to address the gaps in capability.



Premium Customer Support / Account Manager (1 year)

- Resolving complex VIP-customers’ inquiries via omni-channel support;
- Monitoring customers’ satisfaction and dealing with negative feedback;
- Handling individual complaints and solving out-of-the-box issues;
- Assisting team leads in team coordination;
- Retaining high rollers, creating and processing cases for customers.



Customer Support Representative (1 year)

- Assisting customers regarding their requests;
- Resolving basic to complex customers’ inquiries via omni-channel
support (chats, calls, tickets);
- Handling complaints and solving issues;
- Dealing with billing inquiries;
- Retaining customers.



Customer Support Representative (1+ year)

- Consulting clients regarding the service, features, payment options etc.;
- Resolving basic to complex customer inquiries via omni-channel support
(emails & live chat);
- Placing orders and selling services;
- Handling complaints and solving issues;
- Dealing with refunds, reviews and negative feedback.



Customer Support & Retention Agent (3+ years)

- Consulting clients regarding the service, features, payment options via live support chats and emails;
- Processing negative feedback and customers' reviews; 
- Retaining customers of the website and related platforms;
- Dealing with billing inquiries.
I will be glad to create a customer support team or help expand an existing one by reviewing the internal processes including the knowledge base polishing, KPI/QA metrics building, and setting high standards for the support team assistance where everything matters, and tiny but necessary changes make difference. I am ready to accept new challenges and eager to solve complex out-of-the-box cases.