Position: Delivery Manager / Tech Support Lead / Project Manager
Category: Support
English level: fluent
Years of experience: 11

• Hired and developed a team of over 230 people distributed across multiple locations, covering multiple languages in 3 months
• Grew the team from 1 department that contained 2 people, up to 3 departments organization
• Developed the plans to introduce an offshore Technical Operations Center to allow for 24x7 Support, Quality Assurance capability
• Created, implemented, and maintained all escalation procedures for Customer Care departments to increase customer satisfaction.
• Created the complete Onboarding process for the new hires, including support engineers and sales
• Increased the average CSAT score of the team from 4.55 to 4.65 out of 5.0
• Decreased the case resolution time for 20%
• Worked with the Support and Product Development organizations, improved and maintained the escalation and tracking of key customer product issues
• Created the KPIs for the team to improve customers experience and decrease the number of technical cases created by customers
• Participated in webinars for partners and customers
• L1-L3 Incident & Problem Management for users and partners
• Established and developed communications with corporate clients
• Successfully resolved a huge amount of customer's networking, virtualization, hardware and software problems
For 10+ years that I am in the IT industry learned that good customers experience is crucial for the company. My leadership and technical backgrounds are allowing me to make the company successful since the customers are happy.
I am a dynamic, results-oriented leader. I am capable of resolving complex (human resources, support department-specific, operational) tasks, and able to motivate staff to peak the top performance.
I`m expecting to be the part of the team, that is ready to grow internally and on the market.