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

Leading team of 70+ employees including remote teams.
Developed a new training plan to decrease training time by 50%.
Expanded the customer support team and improved workflows.
Improved key project indicators: meeting SLA, quality level increasing by 10%, CSI (Customer satisfaction index) increasing to 4,5+ out of 5, AR (abandoned rate) decreasing to 1%, FCR (first call resolution) level increasing, hold time decreasing to 10%, work time (after call work time) decreasing by 45%.
Managed to lead support projects in different fields successfully.
I was promoted from Customer support representative to Support team supervisor and then to Head of Customer Support. Worked with different support projects simultaneously, providing 24/7 customer support to our clients. 
Customer support teams forming and organisation, development of workflows. Training plan development for newbies.
KPIs development for the support team, efficiently managing problems and risks, implementing and managing qualitative changes to increase customer satisfaction level, coordinating and motivating project support teams.
Preparation and analysis of reports to identify and correct weak sides, monitoring. Schedule building to provide efficient 24/7 support to our customers.
Organization and leadership skills, decision-maker and negotiation skills, emotional intelligence. Conflict resolution skills.
Interviews and business meetings conducting (both with inhouse team and stakeholders).
Willing to use my pre-existing skills in customer support to immediately start supporting the needs of the best organization. I am passionate about advanced technologies and would love to be a part of outstanding projects.