Position: Customer support | CS QA agent
Category: Support
English level: fluent
Years of experience: 4

- Created manuals on soft skills, empathy, leading and rapport which are still in use.
- Coached agents in a manner which enchanced their self-confidence, knowledge and thus performance.
- Raised a well-skilled, motivated and passionate team leader who curently runs GatwickConnects CS.
CS Expirience 
- Aviacontact (Kiwi CS) Nov. 2015 — Mar. 2017
Made my way from an ordinary CS agent to the position of a senior less than in 6 month.
- Aviacontact (Kiwi QA) Mar. 2017 — Feb. 2018
Due to relocation to QA worked as assessor pro for Kiwi.com Booking dep. Later on due to an opening took charge of CS quality assessment and agents' coaching.
- Aviacontact (GatwickConnects) Feb. 2018 — Nov. 2018
In 1,5 month after the relocation gained TM’s position in CS of GatwickConnects project. Performed as a CS agent, assessed quality of my subordinates, coached active agents and tutored newbies
- Along with my direct responsibilities I creacted manuals to improve performance of CS agents
- Programms we worked with: Zendesk, Intercom, HelpDesk

Additional expirience and skills
- For more than 15 years I have been working in the services sector and communticated with clients (beauty retail, makeup&styling, art-direction, tutoring)
- I also have a solid background knowledge on health/beauty/self-care, psychology, travelling, literature, fashion&art.

Goals
- I'd like to gain position of CS QA. Alternatively I'd go CS or Complaint dep. agent (email&chats preferably) with an option to enchance, change or create working processes.
I am looking for the project that will allow me to grow. And also — to contribute my knowledge, skills and expirience for making CS better in all things that matter. 

My perfect match is a project that deals with self-care and development, health&beauty, travelling or education.

Yet I'd like to avoid working with phone calls and on night shifts. This will keep my mental health and energy up, so I can be much more efficient when working with email/chats/tickets/etc. during the day.