Position: Customer Support Team Lead/Head of Customer Support
Category: Support
English level: fluent
Years of experience: 2.5

Support Team Lead:

- Managed a team of 10 agents;
- Increased overall team Customer Satisfaction (CSAT) to 95%; 
- Created a 100-pages product knowledge base on Wiki; 
- Developed a complete training plan for new agents; 
- Trained newbies;
- Performed monthly team QA’s.

Customer Solutions Expert

- Maintained Customer Satisfaction (CSAT) at 95%+; 
- Reply time under 2h (tickets) and 30s (chats);
- Quality at 98%;
- Increased number of the product’s positive reviews on TrustPilot;
- Spotted several potential app’s bugs which are now fixed; 
- Successfully resolved thousands of support tickets, chats and calls;
Having worked as a support representative (chats, tickets, calls) for 2+ years I gained a solid experience with various technical projects (Software, SaaS) and provided outstanding work results which led me to the Team Lead Manager position where I learned better ways to manage and educate my team.

Customer Solutions Expert (Sep 2019 - now) | iHerb

- Resolving tickets & chats via Zendesk
- CSAT at 95%
- Reply time - 2h for tickets and 30s for chats
- Productivity at 12,5 tickets/hour
- Quality at 98%

Customer Success Manager (Apr 2019 - Sep 2019):

- Holding online demos to onboard new clients;
- Conducting additional platform trainings for existing clients;

Support Team Lead (Feb 2018 - Apr 2019):

- Managed a team of 10 agents;
- Increased overall team Customer Satisfaction (CSAT) to 95%; 
- Created a 100-pages product knowledge base on Wiki; 
- Developed a complete training plan for new agents; 
- Trained newbies;
- Performed monthly team QA’s.

Technical Support Agent (Dec 2017 - Feb 2018):

- Maintained Customer Satisfaction (CSAT) at 97%+; 
- Reply time under 2h (tickets) and 3mins (chats);
- Increased number of the product’s positive reviews on TrustPilot;
- Spotted several potential app’s bugs which are now fixed; 
- Successfully resolved thousands of support tickets, chats and calls;

Skills:

- Fluent English
 (Lived in the USA, Cambridge Certified)
- Technical support 
- Online demonstrations 
- Team management 
- Conflict resolving
- Zendesk (Tickets)
- Intercom (Chats)
- VoIP (Phone calls)
- Asana (Bug reports)
- no night shifts
- no call centers
- no house rentals
- no gambling