Position: Head of support
Category: Support
English level: intermediate
Years of experience: 7

1. Developed and outlined job responsibilities for staff members.
2. Effectively established knowledge repositories and reporting systems.
3. Developed and implemented a monthly performance evaluation system for agents.
4. Documented and standardized support team procedures and established a central knowledge base.
5. Established and synchronized team performance indicators with the overarching objectives of the company, ensuring their achievement.
6. Initiated the establishment of a remote team, including recruitment, orientation, and training processes.
Head of NOC and Customer support Webport technology
September 2021 - until now | Ukraine
-Team management.
-Quality control of the team.
-Market research.
-Selection of specialists for the team.
-Daily meetings with the team.
-Training development.
-Staff assessment and feedback session (support ongoing process).
-Update action protocols.
-Distribution of tasks.
-Help the teams in resolving project issues.
-Monitor and analyze current performance, continually implement optimization strategies.

Manager/Head of department UKRSIBBANK
May 2016 - September 2021 | Ukraine
-Team management.
-Аnalysis of business indicators and work on its improvement.
-Тesting of bank projects.
-Quality control of the team.
-Staff assessment and feedback session (support ongoing process).
-Interviews with candidates.
-Training of new employees.
-Settlement of customer complaints.

Sales manager Telemedia
January 2015 - March 2016 | Ukraine
-Analysis of client databases.
-Customer consultation.
-Analysis of team performance.
Friendly team, interesting projects, decent wage. Ready to build outstanding customer service team and processes from scratch or join the existing team.