Position: Customer Support Team Lead | Project Manager
Category: Support
English level: upper
Years of experience: 3

- Launched English/Deutch Customer Support team with 10 persons from scratch
- Provided training for the whole company (100 persons) on the new BackOffice features and processes
- Set up KPI systems for all Customer Support teams
- Prepared Customer Support team for working with the new geo 
- Launched CS Quality Assurance processes and Lead team to have 98% quality on average
- Improved the scheduling process
- Held around 10 simultaneous projects
Experience in Customer support field:
- Launching the Customer Support team from scratch for two projects (English/Deutch speaking);
- Set up procedures for communication with customers;
- Set up procedures for internal processes, including the connection between departments;
- Final responsibility for all the training processes, documentation, and script base inside CS;
- Lead Customer Support 1st Line and Quality departments, set up and make sure the completion of departments' KPIs;
- Set KPIs for all of the Departments;
- Quick reaction to product changes. Make sure CS immediately follows the new procedures and latest changes;
- Search, analyze and launch Customer Support tools including CRM system, chat provider, quality assurance tool, and LMS system in order to automate the internal processes. Search for ways to automate each manual process of CS;
- Customer satisfaction management. Collect and analyze customer feedback, present it to the Product team and make sure that changes for boosting the clients' satisfaction are implemented;
- Create and present reports from Customer Support that are important for the Product Team (bug reports, client activity reports etc)

Experience in Project Management (Outsource):
- identification of the project's goals and setting up project tracking indexes;
- motivation of the staff;
- ensuring the deadlines' achievement;
- internal and external reporting on the project's progress;
- work directly with clients in order to make sure deliverables fall within the applicable scope and budget;
- delegate project tasks to junior staff;
- communication with the clients on their quality and performance requirements;
- coordinating the team in order to make sure quality and performance requirements are met;
- ensuring resource availability and allocation;
- minimize the project risks;
- overseeing all incoming and outgoing project documentation.

Languages:
- English upper-intermediate
- Japanese basic (N5)
I'm a strong specialist in the Customer support field with experience in building support teams or different support departments (quality, training) from scratch and more than 6 years of management experience. 

Besides, I have a Project Management background as I held a PM position for 3 years in an outsourcing company that worked with world-famous companies. Sadly, I have no experience in the IT PM field, but my interest in the IT Project Management field has grown so now I'm engaged in self-development.

I would be pleased to proceed with my career in Customer Support or happy to consider a PM position in different fields. 

A gambling company would be a plus.