Position: Team Lead
Category: Support
English level: upper
Years of experience: 5


HEAD OF OF CUSTOMER SUPPORT | october 2018 - current time

- Drafts, implements, and executes policies and procedures for a quality customer service experience facilitation

- Establishes performance metrics for customer service representatives Establishes service levels and requirements for the department
- Develops and implements methods to record, assess, and analyze customer feedback
- Develops and implements training and quality assurance programs for new hires and experienced employees
- Acts as a liaison between the customer service department and other divisions in the company
- Drafts and implements the departments budget
- Сonducts product presentations and training for VIP clients of the company