Position: Head Customer support/Team lead
Category: Support
English level: intermediate
Years of experience: 8

Participation in a project to develop a Chatbot for a trading company

Development of a project for the creation of an accounting service company

Building your own mini contact center

Creation, development and maintenance of own business project Travel Agency ITG

Participation in the implementation of the "Collection" project of the developer AHASWARE s.r.o. for call center agents

Building a contact center based on SIEMENS Hipath ProCenter Enterprise V7.0 software

Building a contact center based on Call-o-Call software from Forte IT

Writing a business plan for creating a distributed outsourcing Contact Center

Drawing up a business plan for opening and launching a mobile reference service on short mobile numbers

Participation in the development of the project content services TM Mobilemania
5 Year Business Development Manager.
Calculations of economic indicators for launching various business projects.
Negotiating, preparing projects for launch, monitoring projects. Financial aspects of projects. Search for personnel-operators, control of the hotline projects and the project of paid content services, statistics and analysis of the work of the mini Call-center. KPI control, quality of service.

9 Year Head of Contact Center and card monitoring PJSC "UNEX BANK".
Management, planning of the work of the Contact Center in the amount of up to 15 people and the department of monitoring of risk transactions of payment cards. Selection and training of personnel. Supervising the support of VIP clients of the bank, verification of consumer loans. Loan applications processing (voice, on-line, chat). Support for SMS and Viber informing customers. Testing operators, writing scripts.
Reporting and statistics on projects. Creating a budget.

2 Year Head of Contact Center and Soft collection group PJSC "PLATINUM BANK".
Management and planning of the work of the Contact Center for up to 50 people. Supervision of customer support for consumer loans (cash loans, credit cards), underwriting. Loan application processing.
Selection and training of personnel. Testing of operators. Writing scripts. Organization and formulation of tasks for the Soft collection group. Support for "Welcome call" calls. Formation of the budget of the unit.