Position: Head of Customer Support/ Project manager
Category: Support
English level: upper
Years of experience: 5

- Managing 25+ member team 
- Creating procedures/ guidelines/ business documents from scratch
-Creating own Quality review system to rate the level of the provided service 
- Understanding RG and RFP standards in betting industry
- Reaching the set by company KPI's within the shortest period of time

Creating a system for higher performance of customer support agents, including:
- average waiting time for the first response to a customer via live chat support - 20 seconds, 
- average response rate to a customer via live chat support - 30 seconds.
- average satisfaction rate is 95%.

Personal achievements as a support agent:
- best agent of the company (KPI/QA) - 12 months out of 14;
- best mentor ( training new agents).

Personal achievements as a team lead:
-  promotion (under my mentoring) of level 1 agent to a shift manager position (level 3) within 8 months;
- an average user satisfaction rate increased up to 95% for the support team (from 87%) 
- 4+ years of successful work under the license of UKGC, one of the most complicated operators in the iGaming sphere to deal with 
- detecting fraud rings within the company's customer base 
- implementing a training platform "Innform" to scale up the team.
IT project - UK, DE, USA market

Current position- Customer support Quality Assurance Team-lead and Head of Customer support 

-  Providing feedback on quality of the provided service.
-  Conducting training for improving skills, expanding knowledge base. 
 -  Announcing new product features and explaining how they work.
-  Creating a quality assurance system for improving the service.
 - Being responsible for filling in the financial documentation ( salary, bonuses, bank holidays, overworking time, etc). 
- Dealing with customer's disputes, bad reviews, complaints.
 - Cooperating with developers, marketing and designers to make the product better. Designing new product features together with Product Managers.
 - Hiring, building and managing a growing team from the scratch.
 - Creating work process guidelines from the roots of the product to make support department workflow fast, effective and pleasant for both customers and agents
- Understanding the procedure of preparing set of documents for SAR or DER requests( Data protection)
Expect to grow in managing customer support team, implementing new systems in improving quality, getting more experience and new Information to improve Professional level. Not afraid of creating a team from scratch.

Without late hours and night shifts.