Position: Head of Customer Care Department
Category: Support
English level: fluent
Years of experience: 10

Achievements in the previous role as Head of Customer Care Team:
1. Built a customer support unit from scratch, and led it for 5 years (2018-2023);
2. Led the change and transformation processes in Customer Care when the company was acquired by a global e-commerce company
3. Transformed and adjusted company's existing support processes(startup level) to enterprise service levels;
4. Together with the Enterprise's Learning and Development team developed a training process, trained and successfully onboarded 20 support agents
(Tier 1 );
5. Facilitated launch of the Tier 2 (technical issues) support department to resolve customer inquiries within the given SLAs;
Support's team OKRs achievement: 93% CSAT, NPS-50%, ASAT 90%, Av. reply time-chat 25sec, ticket-25 minutes.

Certificates:
Lean Six Sigma Green Belt Course
Lean Six Sigma Black Belt Course
Manager, Customer Operations (August 2022-August 2023)

1. Managing a team of 20 support agents (Tier 1) and supervisors;
2. Coordinating work of the quality assurance specialists and supervisors;
3. Ensuring of timely processing of customer escalations- as per the SLA;
4. Working with technical and product teams -developing a Voice of the Customer program;
5. Creating guidelines and the evaluation metrics for support agents;
6. Building technical support (Tier 2) structure:
7. Creating knowledge base (Confluence) for Tier 1 support agents
8. Establishing connection between the Tier 2, Tier 1 and product teams
9. Escalating technical issues and customer feedback to other teams Team´s monitoring of processing payment disputes and chargeback (marketing, product teams)

In my previous job role as a Sales Account Manager for the US market, I started from 0 assigned accounts and 2 years have grown and nurtured my personal database to 400 loyal always renewing and brand-aware customers.
Over the past 10 years working with the US market gained a deep understanding of the US customer/business mindset and what drives them to do business or purchase from the company. This understanding helped me avoid unnecessary acts to compromise myself or the company in any unprofessional way.
- Remote work;
- Product company ;
- Constant professional development;
- Open communication with management;