Position: Customer Support Manager, Customer support trainer, Head of support
Category: Support
English level: upper
Years of experience: 5

1. Implemented new performance metrics and KPIs, resulting in a increase in team productivity and a reduction in customer churn.
2. Led a team of support agents through a major software migration, ensuring a seamless transition and minimal disruption to customer service.
3.Collaborated with the product team to relay customer feedback, leading to the implementation of new features and improvements that directly addressed customer pain points.
4. Developed and executed a comprehensive training program for the support team, resulting in a 25% reduction in average handling time and a 15% increase in first-contact resolution rate.
Advanced PC user with extensive experience in customer support across various industries, including a prominent government bank, multiple gambling companies, and a leading cryptocurrency platform. Additionally, proficient in training customer support managers to excel in their roles.

My expertise enables me to handle a wide range of tasks with exceptional quality and efficiency, including:

Communication: Effectively engaging with customers through internal chat, email, and messaging platforms to provide prompt and personalized assistance.

Ticket Management: Demonstrating proficiency in creating and processing internal tickets using different ticket systems, ensuring accurate and efficient tracking of customer inquiries and issues.

Case Analysis and Investigation: Utilizing strong analytical skills to delve into complex and challenging cases, identifying root causes, and developing effective solutions that resolve customer concerns.

Problem Resolution: Skillfully addressing intricate and contentious client issues by employing a proactive and diplomatic approach, while maintaining a focus on customer satisfaction.

Knowledge Base Management: Taking ownership of the knowledge base by meticulously reviewing, supplementing, and updating its content, ensuring accurate and up-to-date information for the support team and customers.

Training Course Development: Designing and delivering comprehensive training courses and engaging presentations tailored to the needs of both current support agents and interns, empowering them to excel in their roles and provide exceptional customer service.

Through my diverse industry experience and expertise, I have honed my ability to adapt to different environments and effectively support customers across various domains. I am confident in my capacity to contribute to your organization's success by leveraging my skills and knowledge in customer support management.
I am seeking an opportunity to join an interesting company and take on a position as a Support Manager, Training Coach, or Head of Support. I have extensive experience and skills required for each of these roles. I am eager to grow and develop within a new company and make a significant contribution to its growth, its employees, and the quality of support provided to its users.