Position: Support Team Lead
Category: Support
English level: fluent
Years of experience: 3


Customer Support Team Lead - IDC Online Ventures LLC ( Mar 2021 - Present)
Miami, Florida, United States (Remote)

- Hiring, onboarding, and training of new support agents;
- Providing leadership and direction to the entire customer support department;
- Process building, workflow optimization, and documentation;
- Creation, organization and update of internal customer knowledge base and training guides;
- Conducting internal Q&A sessions to improve agents' performance;
- Designing customer support scripts;
- Collaborating with other teams internationally to tackle any customers’ issues;
- Managing and coaching current support team, ensuring efficiency of workload and processes;
- Implementation of process improvements;
- Setting up Five 9 and Zendesk platforms to improve call center's efficiency;
- Developing ticketing system in Zendesk;
- Assisting call center agents to resolve high priority tickets;
- Handling customer escalations;

Account Manager - Confidential (Jun 2020 - Feb 2021)
- Established relationship with potential clients;
- Onboarded new customers and hosted live demonstration of the service;
- Maintained relationship with current clients by fulfilling their requests with the best possible outcome;
- Conducted outbound calls and emails to customers from internal database;
- Promoted company's services and products;

Technical Support Agent - Driver's Ed & I Drive Safely (Jun 2017 - Jun 2019)
United States (Remote)

Company was supplying customers with online courses for getting driver's permit or driver license.

- Communicated with customers through calls, emails, or in-app chat based on customers’ needs; 
- Handled frustrated customers and mitigated escalations;
- Provided technical support with online courses and collected and prioritize customers’ feedback;
- Provided information about each state's requirements to get driver's permit and licence;
- Set tasks in JIRA for the developers according to the customers' feedback;