Position: Customer Support Team Lead, Customer Support
Category: Support
English level: intermediate
Years of experience: 4


• ENG/RUS/UKR Team Lead Customer Support SupperBoss (gaming project)
I worked in this position for 1 year.
— Selection of new candidates for the position of a support service and their interview;
— Creation and implementation of new quality indicators for the department;
— Created rules for working with VIP clients (SOPs);
— Checking and evaluating agents KPIs (CPH, QA);
— Monitoring FRT, TTR, FCR, CSAT;
— Conducting weekly online meetings with the support department;
— Close collaboration with other departments to improve the quality of service.

• RUS/ENG Speaking Customer Service Representative | iHerb.com
I worked in this company for 8 months
— Work in chat and e-mail with the client on all questions and tasks;
— Identification of technical problems and their transfer to other departments;
— Issue refunds and expose fraud.

• Customer Support Team Lead | EXMO
I worked in this company for 10 months
— Strong ability to communicate effectively with customers and team members.
— Participated in the improvement of the team's work between IT and Customer Service Departments.
— Looked after the internal organization of a team of 10 members.
— Trained customer service agents. Improved average QA to 98% according to team goals.



• Call centre Team Lead | FS UKRAINE and FS ESTONIA
I worked in this company for 1,5 year
— System development of customer service 5 people
— Work with algorithms, rules, scripts.
— Analysis and improvement of team work; analysis of errors, returns - correction of problem areas.
— Training, motivation, control... management of the work schedule in the department.
— Monitoring indicators, working on improving these indicators (listening to calls, reviewing agreements, etc.). Selection and adaptation of new personnel.
— Solving personally difficult situations and conflicts with clients.
— Conducting reporting and analytics regarding the work of the department for further optimization proposals
— Increasing the profitability of the department by 35%