Position: Support Team Lead
Category: Support
English level: fluent
Years of experience: 4

Experienced CS Team Leader who managed several teams of ~25 agents in cooperation with the management and constant contact with the marketing/product/tech/financial depts.
Dedication to the projects and a deep knowledge of the relevant industries allows me to ensure the users' satisfaction and loyalty, maximizing the products revenue.
Customer Support Team Leader (NDA) - 11.2022 - 06.2023
- Mentorship and assistance in resolving the complicated cases.
- Passing the information/updates from the other depts. and the higher management.
- Improving the CS structure and workflow, chats quality.
- Preparing the schedule.

Customer Support Team Leader (BetBull) - 09.2020 - 08.2022
- Monitored the workload and assigned the shift duties.
- Created and conducted the trainings, presentations using Innform/Google Slides.
- Interviewed/onboarded the agents, helped them to resolve some complicated cases.
- Processed the complaints via chats/tickets as per the complaints procedure. Took decisions on refunds/compensations.
- Made sure the agents were informed about the new features and functionalities.
- Created the chat shortcuts/ticket macros, implemented the chatbot, dealt with Zendesk settings
- Created/edited the Help Center articles.
- Reviewed the agents' chats and provided a feedback (QA).
- Prepared the monthly performance reports.
- Adjusted the agents' schedule, tracked the vacation days/sick leaves balance.
- Replied to App Store/Google Play/Trustpilot reviews.
- Cooperation/calls with the other deps. to ensure the CS interests and needs are met.
- Shared the ideas on improving the product/workflow with the higher management.

Customer Support/Risk, Fraud & Payments Agent (BetBull) - 06.2019 - 09.2020
- Processed live chats and tickets/emails via Zendesk/Intercom/Gmail.
- Created Jira tickets for bugs/B2B requests on bet settlement etc.
- In-app chat rooms moderation.
- Made internal escalations to the marketing/safer gambling/product teams.
- Processed the casino audit trails.
- Processed withdrawal requests, verified the documents, identified the signs of fraud.