Position: Head of Customer Service / Support Team Lead
Category: Support
English level: fluent
Years of experience: 4

- Developed the system of new employees' training
- Took part in the development of the company's automatic responses system 
- Created the system of tests for support team knowledge assessment
- Improved the existing manuals on the product and supplemented them with missing information on new features and mechanics
- Launched the shifts schedule in the Customer Service department
- Developed the system of VIP support
As a Support Specialist:
- Solving technical problems customers might face and consulting on various product-related issues.
- Providing training to new employees. 

As a Technical Support Team Lead:
- Developing programs and procedures to enhance the productivity and performance of the team.
- Ensuring that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Conducting a thorough check of all the tickets the team processes and giving continuous feedback to improve the quality of service the customers are provided with.
- Collecting statistics on the requests to control the existing bugs and improve the product.
- Updating the manuals and the FAQ database with the new features description and mechanics specifications.

As a Head Of Customer Service 
- Managing Customer Support department (30+ employees).
- Building VIP support program. 
- Setting KPI for the team.
- Interviewing and hiring new employees.
- Updating the existing training and testing system.
- Conducting performance review.
- Providing regular reports on department statistics.
- Friendly atmosphere at a workplace 
- Acknowledgment for work achievements
- Feedback on performance from supervisors 
- Access to the resources that can help me to perform my tasks efficiently