Position: Customer Support Manager
Category: Lead Generation
English level: fluent
Years of experience: 6


Lead Generation Manager, 2021 - Present Orchestra Sales, Remote, Israel 
Identify strong potential prospects using initiative and creativity, to generate outbound lead opportunities;
Recruitment of new Lead Generation Specialists Management of briefs with info and trainings for newcomers Management of personal workload in the Airtable system;
Fundamental research of the companies and contacts within focus markets and target companies.

Customer Experience Manager, 2020-2021 DevOOp, Kyiv, Ukraine 
Reduced the percentage of negative customer feedback from 30% to 10% by data-oriented operations optimization;
Supervised the activities of the customer experience team to ensure their interaction with customers reflect positively on the company;
Continually identified opportunities to improve customer experience;
Produced weekly, monthly, and quarterly complaints performance
reports, updated complaints KPI’s and provided reports to the Head of Service.

Key Account Manager, 2019-2020 DevOOp, Kyiv, Ukraine 
Developed and maintained strategic long-term trusting relationships with high volume clients to accomplish organic growth and long-term
company objectives;
Suggested solutions that answer clients needs and wants; Measureed, tracked and analyzed key account metrics; Created reports for upper management.

Customer Service Supervisor, 2019-2020 DevOOp, Kyiv, Ukraine 
Assisted with the development and implementation of service policies, and explaining these to staff and customers;
Prepared knowledge-based documents such as summaries and responses to frequently asked questions;
Determined work procedures, work schedules, and workflow for customer service staff;
Conducted meetings with Senior Management to discuss the process improvements and issues;
Maintained communication with customers via emails, phone calls, chats, etc.; Monitored business and process metrics to measure and manage customer service effectiveness;
Trained new employees in the company's customer service policies, procedures, and best practices.

Adaptation and Development, part-time 2019-2021 DevOOp, Kyiv, Ukraine
Trained new employees in the company's customer service policies, procedures,
and best practices; Produced training materials;
Set up and monitored coaching and mentoring schemes; Assessed the impact of training programs;
Wrote reports and kept records up to date.