Position: Team Lead
Category: Support
English level: fluent
Years of experience: 4


Customer Support Team Lead
Glovo
Aug 1, 2019 – Jul 1, 2021 (2 yrs)

I worked as a chat support agent for 6 months, and I also have 18 months of experience as a team leader.
As a team leader, I analyzed the results of my team, created action plans, and also wrote out the procedures, in addition, I monitored the performance of the
project and my team, also, kept reports on the project; 

Customer support Team Lead 
Lime 
Feb 2022 – Sep 2022 (8 months) 

As a team leader, I analyzed the results of my team,
created action plans, also wrote out the procedures,
in addition, I monitored the performance of the
project and my team, also, kept reports on the
project. My responsibilities included weekly and
monthly reporting on the results of my team to the
Head of customer support, also, I was engaged in
QA work, namely, I analyzed and evaluated the
quality of the work of agents on the line, and also
held weekly feedback and team meetings with
agents. In addition, she dealt with the issues of
remuneration of agents – namely, checking
productivity, checking monthly tasks for agents, and
also did salary reporting for agents.