Position: Customer Support Agent
Category: Support
English level: fluent
Years of experience: 5


After getting a degree in the translation of English and German languages, I started my first job as a Customer Care Agent at Productech company that develops and distributes portable electronics.

Since I proved to be one of the most reliable, skillful, and responsible agents in the team, I was promoted to the position of a Senior Customer Care Agent. I handled more difficult cases (i.e. financial disputes, PayPal cases, chargebacks, return cases on marketplaces (Amazon, eBay, Walmart, BestBuy, etc) and consulted other agents if they needed help or were unable to resolve a complex case.

Later on, I was again promoted to the position of a Quality Assurance Specialist. I monitored other agents' performance, noted common mistakes and how to fix them, sought areas for improvement, and discussed it with the agents. I also maintained the knowledge base regarding our products and procedures for customers and the Customer Support team.

After 1,5 years of working at Productech, I finally got promoted to a Customer Care Team Lead position and I coordinated my own team of Customer Care agents, managed their schedules, prepared reports to other departments, etc. I also tested new products, checked if the product manuals were user-friendly, gave my advice regarding the changes that could be implemented. Other than that, I was also responsible for our ticketing system, Zendesk, needed to come up with various new triggers and automations that would simplify the work of customer care agents and preparing reports.
At the moment I hope to find a position in a stable and developing company that offers opportunities to grow and constantly improve my skills. I am willing to embrace new knowledge and experiences to be of great value to the company.