Position: Customer Support / Customer Service
Category: Support
English level: fluent
Years of experience: 8

- Served thousands of tickets, calls and chats within years of agent's work.
- Was helping people all over the world on the highest level of support (Customer Satisfaction constantly not less then 85%)
- Provided remote connection support using Team Viewer, Logmein and AnyDesk programs.
- Was working in close connection to QA and development departments escalating various issues and bugs of the supported software.
- Was the key "go to" person while working in Customer Support for the stuff members and management.
- Completely restructured newcomers initial training and created all the needed presentation and materials from scratch.
- Trained over 85 new CS agents within 8 years of work.
- Was in charge of a 15 agents team supporting over 800 programs and services on everyday basis, keeping to required SLA standards and reaching it's KPI goals.
- While passing quarterly Employee Satisfaction survey, was one of Senior agents/Team Leads with highest grade (95% or above) for years.
- Was creating and implementing new techniques and policies for Support Service aimed for overall performance and efficiency improvement.
2013 – 2016: Customer Support – Agent:

•	Resolving customer complaints and requests via phone, email or social media
•	Assisting with placement of orders, refunds or exchanges
•	Supporting customers online via emails, calls and chats
•	Identifying and escalating issues
•	Logging all calls and emails received and prioritizing issues on a daily basis.
•	Providing outstanding customer service on every contact

2016 - 2018: Customer Support – Senior agent:

•	Being the primary resource for the 1st line team;
•	Monitoring the call queues real-time and take action as necessary;
•	Assigning call backs in a queue real-time;
•	Taking supervisor calls, managing complex tickets;
•	Doing research work/projects to help the supervisor;
•	Assisting in organizing employees meetings and trainings;
•	Assisting with the initial and ongoing training of new agents;
•	Escalating technical issues to the developers team;
•	Performing regular CS work and other duties as assigned.

2018 – Now: Customer Support – Team Lead:

•	Assisting agents with customer interaction on situations requiring special handling;
•	Developing and streamlining procedures;
•	Ensuring open flow of communication on all levels of management throughout the call center operations;
•	Assisting CS Group Lead in forming unified understanding and adherence to policies, procedures and company programs; 
•	Monitoring agents team performance and productivity, advising and consulting with Workforce regarding lateness, absences, performance, vacations, shift changes /shift swapping;
•	Conducting employees briefings and weekly meetings;
•	Monitoring system performance and initiating actions to correct system problems;
•	Recognizing trends and escalating information as appropriate;
•	Defining the missing knowledge and teaching the agents;
•	Participating in internal call calibration sessions and meetings;

I am looking for the new opportunities and getting more technical skills.
I am expecting to have ways to develop career and opportunities to grow my technical knowledge. I would like to be in charge of my personal success, but yet to be a part of a friendly professional team working towards common goals and achievements. Also I would like to use my management and leadership skills whenever it's possible.

What I am against is working for a company that does not value it's products or services and doesn't pay attention to quality and customer satisfaction. I am convinced that a company has no future unless it's building trustful long-term relations with the customers and it's employees.