Position: Support Team Lead/Customer Support
Category: Support
English level: upper
Years of experience: 4

Accelerated growth from support agent to support team lead (3 months). 
Finished course on Basics of management and management school. 
Implemented Agents workflow, schedule, processes.
Improved main KPIs of the team to companies goals.
L1 NOC Engineer 11.2021 - Present (Ciklum)

-Provide first level technical support and preliminary investigation to customer issues and service requests
-Troubleshoot customer issues primarily by frontal sessions
-Understand and analyze customers' problem, find appropriate and acceptable solutions
- Check the status of the problem until it is solved

Technical Support Team Lead 08.2018- 11.2021 (Clario Tech) : 
- Monitored requests, needs review, cross-sells, Reminder Tasks, CSATs, Utilization Rate per shift, reports in Sales Force (Team's and department's), prove it zone task, made changes on confluence, worked with department's schedule, extra shift
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organized workflows to meet any daily demand.
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Developed training, task, and process guidelines and communicated clear and concise directions to employees.
- Measured effectiveness of customer success by defining operational metrics, tracking systems, and reporting to the executive team.
- Assured that Agents have all necessary equipment for effective WFH.

Technical Support Representative 06.2018 - 08.2018 (Zoom Support):
- Provided high-quality technical support service via phone. Troubleshoot different software and hardware issues at Customer's devices. Created cases and requests in Sales Force according to the problem.