Position: Director of Customer Support
Category: Support
English level: fluent
Years of experience: 7

- Within an already formed team, I created a new KPI & bonus system that turned performance rates higher;
- In ChatBot (AI of LiveChat) I created a support bot tree that currently covers up to 50% of all inquiries without human touch;
- I designed a plan of development for 9 months. The goal was to decrease amount of tickets created by support by 30% (= provide tools and expertise to close more inquires autonoumously). At the moment, 7/9 months passed and ticket rate is 37% less (weekly).
Throughout the years, I managed to work as Sales manager and Customer support representative. Eventually, I managed to get a promotion to a manager position. For the last 3 years, I have been occupying the lead position in IT support. Previously I worked in social networking niche, and the past year brought me to an NFT marketplace. 

My colleagues refer to me as to a strong leader, intelligent manager and a hard-working employee.

I learn fast, thrive for automations and hope to build a functional human-less support one day. I am driven by business goals, flexible in my approach and ready to anchor a big team.

To infinity and beyond!
Clear business objectives; loyal management; fair labor compensation; powerful inter-department communication and established processes