Position: Head of Support
Category: Support
English level: upper
Years of experience: 11

PayOp(payment system) - Creating and organizing support work(customer care & tech support); creating a testing process and errors documenting, transferring results to dev team.

FONDY(payment provider) - Building from scratch a department of Account managers, support, verification managing work of 25 people, successful mentorship of department heads

Contact Center «Pronto-Group» - successful launch of projects with participation of more than 120 operators

PJSC VTB Bank - was selected to the regional launch team for the implementation of changes in the Kirovograd region, the changes were successfully implemented at all branches of the Kirovograd region; organized a new direct sales department, which in the first year entered the TOP 3 departments of Ukraine

JSCIB "UkrSibbank"- TOP 100 employees; one of the key employees in the implementation of the SAP for Banking system
I have more than 10 years of experience in management positions. I started as a branch manager at the bank then CCO of a contact center and for the last 5 years I have been involved in building and organizing onboarding and customer support teams in the IT industry. Providing services to our clients we use various channels such as telephony, email, messengers and online chats. We work with systems such as Binotel, Zendesk, Jira, Bitrix, Metabase, Terrasoft and others. The biggest support team that I created (Fondy a payment provider) consisted of 25 people including technical support (tier 1&2), verification and account management departments. The customer satisfaction rate never fell below 90% while the maximum rate was 98%.

When I forming a team first of all I pay attention to personal qualities and then to skills. Every time my team-building skills allow me to assemble an excellent team which serves as the foundation for providing excellent service in the company.

When creating onboarding and staff training processes I prefer self-learning and mentorship in a ratio of 80/20.  As part of the training process during the probationary period, testing helps to identify employees who are not good for us.

KPIs are an essential part of employee's motivation. We always evaluate the quality of the service provided using a scale consisting of 4-5 points. Response speed (SLA) and customer satisfaction (NPS) are also important and have their own weight in the employees assessment and bonus system.