Position: Head of Customer Support/Operation Manager
Category: Support
English level: fluent
Years of experience: 4

- I spearheaded the design and implementation of comprehensive skill development programs for the customer support team. Through workshops, cross-training initiatives, and knowledge sharing sessions, we enhanced the team's capabilities, resulting in improved first-call resolution rates.
- Recognizing the need for career growth opportunities, I developed and implemented a succession planning strategy within the customer support team. This initiative led to the identification and promotion of internal talent, fostering a culture of growth and development within the team.
- Team Expansion: Recognizing the increasing customer demands, I successfully advocated for and secured approval to expand the customer support team. By hiring and training additional team members, we were able to effectively handle higher customer volumes and reduce response times
Technical Support Operation Manager - 1 year
- Maintain constant communication with management, staff, and channel partners to ensure proper operations of the organization
- Develop, implement, and maintain quality assurance protocols
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
- Actively pursue strategic and operational objectives
- Track staffing requirements, hiring new employees as needed
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Manage timely data collection to update operations metrics to achieve productivity targets, eliminate errors, and deliver excellent customer service
- Partner with cross-functional operation teams in order to maintain proper communication and workflow.


Technical Support Team Lead - 3 years
- Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates. This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead
- Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
- Be available to assist their team as needed with case escalations, customer escalations, and process/workflow guidance
- Research and resolve problems which require knowledge, judgment, and handling beyond staff experience and knowledge
- Develop internal tools and best practices for debugging and analyzing customer issues in a more expedient and efficient manner
- Provide training and performance management to team
- Provide a line of communication between upper management and employees, fosters a positive team environment and assists coworkers as needed