Position: Head of Customer Support | Contact Center Director | Head of Quality Assurance | Remote | In-office
Category: Support
English level: fluent
Years of experience: 4

I successfully managed the team of 80+ customer support specialists (45+ team located remotely and 35+ in-office team).
Successfully launched at the agreed time (2 month) a new customer support devision in Kyiv 35+ customer support specialists.
Developed standards and implemented training programs for Quality Control specialists, agents and heads of departments (full-time coach, shift supervisors, head of the Quality Control Department). Thereby:
Determined the rules of the escalation process that allowed to increase FCR by 50%;
The communication process between all participants has been established;
The training period of new employees was reduced from 1,5 months to 3 weeks;
Customer satisfaction increased significantly (the number of complaints decreased by 10 times - from 10% to 1%);
Increased employee productivity (AVE HT was reduced by 4 times, which made it possible to attract new commercial customers with the same number of staff);
Within the first 6 months, all key indicators were improved by 20-50 % (ASA, HT, FCR, SLA, Occupancy Rate, Customer Satisfaction, Agent Absenteeism, Agent Turnover (1 %), Average After Call Work Time, etc.)
I have 4+ years of experience as the Head of Customer Support and 5+ years of experience as an Executive Assistant to CEOs;
Skills of organizing the client service's (contact center) system workflow from a setting stage;
High level of analytical and operational problem-solving skills;
Efficient in a stressful situation and multitasking mode;
Able to prioritize tasks and delegate them if necessary;
Skills of forming a professional team (selection, training and motivation to work in a challenging environment) and organizing sufficient and dynamic work (80+ people);
Development of KPIs, quality standards and monitoring of their implementation;
Development of business processes, regulations, technical documentation, databases and scripts;
Continuous development and implementation of techniques for the improvement of all the internal processes (Quality Assurance, reporting, interaction, communication, etc.);
Negotiation experience, maintaining interaction with key customers, complaints responding and resolving.
Cooperated closely with in-house IT teams (both local & remote):
- Ran weekly meetings to set up priorities, identify and reduce bottlenecks, track projects progress (projects including but not limited to, new clients on-boarding process with integrations required; constant improvements to SalesForce UI/UX to make sure everything on the screen has a purpose and flows well together; wide range of integrations between SalesForce and RingCentral/NiceIncontact to increase agents efficiency; implementation of multi-channel and omni-channel functionality to improve customer experience; management reporting automation; QA Scorecard development and automation etc.)
- Improved internal information flow by implementing Escalation Rules and introducing pre-approval stage before any deployment;
- I was a key point of contact for all external SAAS partners (SalesForce, RingCentral, NiceIncontact, Time Doctor, DocuSign, Google Suite etc.).
I enjoy being a part of a busy team. Looking for a fast-paced challenging environment in a company that strives for a memorable customer service & business excellence. There is nothing I love more than when I am working with other engaged individuals towards a common goal. I always go the extra mile :)