Position: Quality Control Team Lead
Category: Support
English level: fluent
Years of experience: 4

Created and agreed legal and billing templates/shortcuts; Developed customer standards services and cliches;
Made a supportive atmosphere between Teams and led them to successful results;
Targeted and worked out the KPIs and deadlines;
Worked on Terms of Use, disclosures&disclaimers, legal and financial boards to prevent potential risks;
Improved and increased the base knowledge for teams and staff to meet the project's requirements and took responsibility for creating tests;
09.2019 - present
(Under NDA)
Senior Quality Control/Training Manager 
Responsibilities: set quality standards, customer-focused
approaches, one-on-one meetings with the team, regular quality improvement training, coach sessions, identifying and preventing burnouts;
Templates writing; Cliches for tickets/chats/calls lines, educational processes and project onboarding, KPI metrics, and Quality Rates; Mentored junior QC managers; Set junior QC onboardings, QC sessions, and rates standards; Set regular tests for knowledge base both for QC and Support Teams; Product Presentations; Settled employees' controversy and disputes; Conducting interviews, writing reports and reviews about the team, results and preparing reports and reviews for salary review meetings;

02.2019 - 09.2019
(Under NDA)
Senior Customer Support Representative
Responsibilities: represented the Project services to its
customers, supported its apps, and websites, working on templates and shortcuts;

02.2016 - 01.2019
Language School
English Teacher
Prepared students for international tests KET/PET/FCE/IELTS;
worked with Beginner-Advanced English level students; Managed individual and group lessons; Mentored new and unskilled teachers; Set educational processes for both teachers and students;
Looking for possibilities to apply communicative, customer-focused, and empathetic approaches and high-quality standards skills which could be set as a Business Target; Retain and make the lifetime value for customers' success on websites, apps, services, and stock exchanges;

Able to occupy both People Manager and Team Manager positions to support Team Spirit, work with burnouts, mentor and lead a potential team;