Position: Customer Success Manager
Category: Support
English level: upper
Years of experience: 5

I was instrumental in the creation of a Customer Care Department at one of my last jobs, and my contributions resulted in a more streamlined and efficient system for handling customer inquiries. 

Specifically, I developed communication guidelines and necessary instructions for employees, added a contact form for customer convenience, introduced a CRM system for better request management, and implemented a chat feature for quick communication on the platform. 

Additionally, I helped to develop a bot for social media that provided instructions to clients. And improved communication between departments using Slack and Notion.
In my previous role as a Customer Care Specialist at SkyEng, I completed projects and tasks related to answering customer questions and communicating with them via phone, instant messengers, and email. I also worked with CRM, ticket systems, and telephony to manage customer inquiries, performed information analysis and feedback, and resolved negativity and refunds. During this time, I developed strong customer service and communication skills, as well as proficiency in the technologies and tools used to manage customer care, such as Unisender, Helpdesk systems, Slack, Sendpulse, and Figma.

As a Customer Care Manager at RollerAds, my role was expanded to include managing payments, sending letters to clients, answering customer questions, and managing negativity and refunds. I continued to work with CRM and the ticket system and performed information analysis and feedback to improve customer satisfaction. In this role, I also developed new guidelines for employees and connected new services for work efficiency.

In my current role as a Customer Support Representative at Tango Me, I work in an online live-streaming application where I respond to user requests in chats, assist in moderating broadcasts and violations, respond to comments, complaints, and questions, and work with the QA team to solve technical problems. Communicate closely with the finance department to resolve issues and prepare instructions for users and employees. In this role, I developed proficiency in technologies such as Jira, and Zedndesk, Intercom.

Based on my work experience and skills, I want to improve my skills in other CRM systems, as well as in project management and leadership. Also consider expanding my knowledge in other areas related to customer support, such as social media management or technical support.
- Clear job responsibilities and expectations
- Adequate training and resources to fulfill job duties
- Fair compensation and benefits package
- Opportunities for career growth and advancement
- Open communication with management and colleagues
- Opportunities for learning and development