Position: Support Lead/Customer care expert
Category: Support
English level: fluent
Years of experience: 5

1. While working in B2B Sales (as an Account manager), I had a monthly plan to sell products worth 5.000 EU, but I did 15.000 EU.
2. I was happy to see that after my training sessions one of our CSRs improved his working with objections and communication skills and grew up to a higher position.
3. I optimized the workload in my team. Therefore, we could pay more attention to new tasks. 
4. I have built KPI and quality control processes for the CS team from scratch
5. I built a healthy environment in the QC team, where each team member could share his/her pains, ideas, and feedback without fear 

More achievements I've described above :)
My most recent position is Quality Control Team Lead (1,5 years):
- Implemented KPI and quality control processes from scratch for the support team, billing team, and other project niches;
- Built and managed a team of 16 people;
- Increased first reply time in chats from 75 seconds to 30 seconds;
- Increased CSAT from 70% to 92%;
- Established training and onboarding processes for the support team (created a Knowledge Base from scratch with over 400 articles and more than 1000 templates, implemented onboarding and testing);
- Implemented process automation using various Zendesk tools (e.g., automatic identification of high-risk chats, automatic ticket field population and data collection, automated emails/follow-ups for users, etc.);
- Integrated AI into the support and quality teams' processes (e.g., 100% of the team is proficient in using ChatGPT to solve customer issues ,etc);
- Within a year, each team member grew from a Junior to Middle/Senior level and became the owner of one or more areas of work within the team;
- Established communication with the marketing team to optimize traffic and inquiries coming into the chats. 

I also have experience in the following roles:

1. QC Training Manager, where I created and conducted training sessions for the support team, evaluated CSRs work on chats, calls and emails (1,5 years)
2. Support Agent, where I handled customer inquiries through chats, calls, and emails, worked with clients from the USA and Europe, and focused on customer retention (1 year)
3. Account Manager, where I found potential partners through social media, attracted them to the company, negotiated agreements, and managed clients from beginning to end (1 year)
4. Project Manager, where I sold participation to companies in international exhibitions, organized exhibition programs, and represented the company at these exhibitions (in the UAE, Kazakhstan, Ukraine, etc.) (6 months)
I want to face many challenges at work and improve my professional skills and working processes by going through them. 

I enjoy building processes from scratch, having autonomy, and the ability to influence the business/product. One of my core values is freedom, so I dislike micromanagement.

A healthy team atmosphere is also important to me, where openness and honesty prevail, and people are not afraid to give feedback and can have a coffee break with the CEO.