Position: Customer Success Manager
Category: Support
English level: fluent
Years of experience: 5

I have always exceeded my KPI expectations at every job. I currently manage and train a team of 7 to do the same.
Most of my experience is customer care and technical support (no coding), currently I am managing and training a team of 7 logistics managers and we work closely with our customer support team. I have always worked for outsource companies and only in English. I’ve used different CRMs, call agents, etc. I am familiar with Admin Panel (troubleshooting), Jira, Zendesk, Confluence, custom CRMs, Shipper account, billing (refunds, invoices), Gmail, Google Voice, Outlook, Windows, iOS, Shopify, HelpScout, Kustomer, Teams, etc. I am a very good problem and escalation solver, I am good at analysing the information to see how I can reach the goal and I can communicate with anyone even if they are upset, see their perspective, and help solve whatever it is that caused the issue in the first place. I am empathetic and patient with people. I type at a speed of light and learn just as quickly. I am ensuring quality of calls, lead weekly follow ups with the team, train newbies and employees in Dispatch Team, report to IT on what changes need to be made to our system to accommodate our needs better. I am also making sure we are following our contractual obligations with customers and carriers, distribute tasks between the team members and make sure they are done appropriately and the team has the needed support. I keep our Confluence for Dispatch and Support teams up-to-date, I have initiated and created dispatch training manual (over 60 pages) with technical project info and communication tips on how to handle escalated carriers, I have created a similar manual for our Customer Support Team, initiated and co-created email handling manual, custom quotes manual, tests for newcomers and employees to make sure we are on the level, etc. I give feedback about team’s progress to my higher up weekly and I would like to grow as a team trainer/project manager/customer success manager.
Sales and lead generation.