Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 7

* Revision and successful optimization of processes for a SaaS company resulting in 10% improvement of CES (Customer Effort Score) and a decrease of FRT (Full Resolution Time) by 3 times.
* Creation and development of a customer support team responsible for social media channels for an air carrier. Set up and successful implementation of sales KPI's.
* Process and performance audit; education of employees in accordance with the results of audit (as an external consultant).
Experienced Customer Support Lead (7+ years). I am good at setting up and optimizing customer support processes. I have a track record of hiring and educating support teams from scratch and improving performance of existing teams. 
I am working with international markets (including the USA, EU, Asian countries) and various industries (air carrier, retails, SaaS) with teams from Ukraine and Asia.
Challenging tasks; ambitious, flexible, and open-minded management.