Position: Head of support
Category: Support
English level: fluent
Years of experience: 4

- Reorganized the support department at Weblium, reducing the avg. first reply time from 9min to 2min;
- Implemented KPIs for the support team at Weblium: CSAT, First Reply Time, Reopen Rate, Quality Control (%);
- Created sales System from scratch in Hubspot CRM as part of my position at 3HLinen, improved sales by 20% in the first two months.
I started working in customer support in an essay-writing service back in 2017. Having worked there for a few years, I switched to another project for a BPO company. I managed one of the support teams for the international marketplace and acted as an intermediary for our company and the Lithuanian client. 

My current position is the Head of Communications and Sales at 3HLinen. I manage the sales and support team of a luxury linen textiles store, working with customers worldwide. 

Before my current job, I worked as Head of Support at Weblium - a SaaS website builder. I took over the support team and reorganized its structure, expanded the team, and improved internal processes. Among other things I worked on were 
 - creating content, copywriting UI texts, and product updates in Figma;
 -creating and setting up KPI dashboards for the support team;
 - developing and optimizing processes, chat scripts, and sales funnels;
 - hiring new support agents;
 - developing and implementing onboarding, and training newly-recruited staff.
My vision is to develop professionally in an exciting new project where I can bring my expertise in customer support, improving customer value. I want to build my skills in data-driven decision-making, analytics, process automatization, and people management.