Position: Director of Customer Service
Category: Support
English level: fluent
Years of experience: 6

- along with Product team participated in building processes for several promos including communication with the client and the pool of offers
- redesigned ticket submission form - resulted in 34% less time spent on each support request and enhanced client's experience 
- led the project of  business processes optimization that decreased the time spent  on client's requests by 100 hours/mo 
- developed employees assessment and bonus system
- oversaw all the internal projects within CS division for the last year (creating vision, action plan, maintaining deadlines, motivating team, preparing documentation)
I have been working as Team Manager in Customer Support team managing around 80 team members including 9 team leaders for around 2 years. Previously I worked as Team Leader managing the team of 8 CSs. 
 I have been closely working with technology and product teams within different projects acting as one of the stakeholders. I have big experience in managing projects (both CS internal and cross-department ones) and highly developed analytical and critical thinking. We specialized in web products mostly, so I have decent understanding of how the website works (domain, hosting, DNS, web servers etc). 

I have also master degree in economics; thus, I can conduct financial analysis and all types of researches.