Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 10

- Building a team of 35 CS Agents from the scratch on the course of 4 years
- 90+% of positive customer feedback
- Ensuring first live chat response is provided within 6 seconds on average during full remote work 
- Integrating new CRM systems and migrating from existing ones while maintaining team's performance.
I work in Customer Support branch of IT industry for nearly 10 years and have vast experience of providing customer care on very diverse levels. I have 5 years of experience as Customer Support Agent where I learned how to conduct live chats, respond to emails and process phone calls, as well as grown personally in various ways to ensure I could obtain a management role eventually. 

Furthermore I have more than 5 years of experience as a team manager and builder. I found myself as a passionate leader who can genuinely enjoy sharing my skills with others and see them grow. As a team manager I can: 

Interview and hire Customer Support Agents
Develop onboarding and training materials to introduce newcomers to the product, industry rules, IT environment for those who just roll in, etc
Build big teams with pronounced hierarchy and stated roles
Create email, live chat and call center processes. Set up optimal settings on existing CRM systems or integrate new ones (I have deep understanding of ZenDesk). 
Develop quality assurance system and continuously boost support quality and improve the team's knowledge within the industry, assure growth of team members
Work with KYC verification and payment systems, maintain relevant processes. Can work with chargebacks, decrease open rate and increase win rate. 
Analyze customer data and provide feedback to product, design or legal teams to achieve global business goals of the project 
Think long term and forecast department needs during rapid growth. 

I gained these experiences while working with the following companies (I can share my LinkedIn profile on request): 

Betting & Gambling, mobile apps, UK customers
Position: Head of Customer support 
Nov 2016 - Aug 2020 (3.5 years)

Financial services, mobile apps, USA customers
Position: Head of Customer support
Mar 2021 - present (1.5 years)

MacOS applications, USA & worldwide customers
Position: Customer Support supervisor, Geek on demand
Dec 2010 - Mar 2015 (5 years)
My Goal: is to find another long-term workplace where I can apply my leadership and team building skills. I have a good understanding of how to simplify complicated processes, thus improving team’s performance and mental happiness, while making sure business needs are met along the way. I can dedicate myself to a project and manage crisis situations in a startup environment without extreme supervision.