Position: Sales Head
Category: Sales
English level: fluent
Years of experience: 7


Head of Sales and Customer Excellence



Business Consultant (Sales & Support) 
Project work
Mar 2018 – Oct 2018

was working with top management on strategy, planning, and problem-solving of the Support Department in order to split it into 2 different departments: Sales and Support. My core tasks within this project were: 
To suggest a high-level strategy that would increase the conversion rate, while staying profitable, 
SLA/KPI specifications for both departments, 
Tracking of economic effectiveness of the changes.
Bonus/Motivation/Quality assurance system for both departments

Support Director
Aug 2016 – Dec 2017
Managed a whole Support function (300+ people in total),
that included 4 departments in 6 offices, mostly in Western
Ukraine :
-Technical Software Support ( delivering KPIs: AHT,
CSAT, FCR, Repeat issues, QA score, response time, on-hold
time, agent utilization rate, service level ( according
to SLA)).
-Remote Assistance Support ( AHT, FCR, After fix time,
cost per contact)
-Customer Happiness ( delivering KPIs: retention rate,
churn rate, NPS ( dealing with detractors), MAU.
-Billing ( delivering KPIs: Refund/Chargeback rate ).
Was responsible for building all the key business processes
within the Support function.

Customer Support Team Lead
Apr 2014 – Aug 2016
- Hiring, training, and terminating Customer service agents, service engineers, quality assurance 
specialists;
- Creating and updating a knowledge base (Confluence); 
- Statistical analysis (KPI reports); 
- Communication with partners via email;