Position: Customer Support Manager/Team Lead
Category: Support
English level: upper
Years of experience: 6

- built and developed Customer Support Team from 6 to 60+ agents;
- trained new agents, who subsequently took managers position in the company;
- updated KYC procedure in the company, therefore, approval rate is 90%+
I’m working for over 3 years in Customer Support Department in the company, which provides services for CFD-trading. Started as a regular agent, and now I’m holding the manager’s position and responsible for a few projects (60+ agents). 

Main responsibilities: conducting the interviews with candidates, creating and analysing overall performance reports for CEO-management, work/vacation schedules, developing scripts and education materials for the agents and Team Leaders. 

Previous experience:
- Flyhacks (project for booking airline tickets, startup). I worked there 1,5 years, started as a Customer Support agent. Main responsibilities: issuing tickets, contacting the airlines in case of rescheduling/canceling the flight, refunds, adding luggage/other services. In 6 months was promoted to Team Leader and was helping to resolve complicated cases with the clients, created working schedules, was responsible for onboarding and training the new agents.

The very first working experience in Ukraine was a Customer Support agent position at Ukraine International Airlines (UIA). Main responsibilities: answering incoming calls, chats and emails, issuing tickets in GDS “Gabriel”, “Amadeus”.
Not ready for night shifts, or shifts after 5 PM.