Position: Customer Support Representative
Category: Support
English level: upper
Years of experience: 1.5

- Answers in the support chat reached the goal of 10 s instead of 4.5 min
Through communication and statistics, it was possible to identify bottlenecks and, with the help of an iterative approach and collection of indicators, eliminate them
- eNPS 90%+
One of the main reasons why I love my job 
It was possible to gather and retain a team of 9 strong people, develop their strengths and align them with the needs of the company. Regular, ecological, and honest feedback, sharing & receiving, also played an important role.
The key thing is that it raised the general level of inclusion in the processes, so what was already being performed well became only better, for example, having free windows of time, colleagues exceeding the KPI, even though there is no bonus system, thank you, everyone, for your contribution 
- Optimized 25% of the team's resources
After summarizing the goal of the project, with its results and the amount of time spent, provided the manager with all the figures and a proposal for its termination, which was approved. It is important to remember the goal and, based on the facts, make decisions on development or stop.
The main duties were:
- People management (hiring, onboarding, 1on1s, review management, firing)
- Process management (all processes are delivered on time and have a high-quality level, defining weak spots and resolving them)
- Project management (managing short/long-term projects, delivering results to the holders, ad-hoc tasks)

I do know that I want to improve in people management and resolve problems