Position: Quality Control Team Lead
Category: Support
English level: fluent
Years of experience: 5

In the position of the Head of QC department I have:

- Founded the Quality Control department in the Support StartUp project; 
- Created the Training&Onboarding system;
- Built the evaluation system for the Support Team from 0;
- Established the mentoring system that helped to raise the quality level of the Support Team.
- Built the Knowledge Base from 0 to 160+ articles for less than 4 months;
- Developed the system of flows for processing customers' requests in accordance with the business goals;
- Created the set of macros for serving the customers;
- Managed the work with 12 products at the same time.
I am an easy-going person, keen on helping people (no matter if it is a customer or a team member). I know what to do when everything is on fire and needed to be done here and now. I have good time-management and task-prioritization skills. The ability to think on a few steps forward is one of my strengths. 

My core responsibilities as Quality Control Team Lead are: 

- Set up the support service for companies from scratch (everything related to the Knowledge Base, Training&Onboarding of new Support Team); 
- Management of the QC Department - develop the strategy for growth and plan the workload; 
- Establish the development of the quality processes in 4 different Teams (20+ projects);  
- Work with apps of different orientations and create a system of articles, macros, and flow for the efficient support of the web'/apps' users, gathering everything into one Knowledge Base. The optimization of the information in the Knowledge Base;
- Communicate with the Product Teams of the supported projects and search for proper SLAs, retention strategies, communication style, etc.; 
- Search for solutions that may raise the quality level of the Support Team's work.


Senior Customer Support Representative:

- Served customers via tickets, chats, and calls, worked with a high workload;
- Experienced user of Zendesk and Zopim;
- Worked with the US/Australian/European markets;
- Helped users with poor knowledge of the Internet and technologies to perform the required actions on the website;
- Solved difficult issues of the customers in line with the company's needs and policies.

I work in the customer service area for more than 5 years. I've seen many times what kind of magic a good service can do and how it raises the loyalty of the clients. My main goal is to provide great support to every customer and be of help in understanding what the customer needs and why. Attention to detail and the ability to dig deep to get the needed information are my main helpers. I'm inspired to participate in new challenges. If you need a team player who can build the process from 0, you can count me in:)