Position: Tech Support Lead / Customer Services Lead / Operational Manager / Workforce Manager
Category: Support
English level: upper
Years of experience: 4


Have more than 4-year experience of working in the Customer Services/ Tech Support sphere. 

Started to work as a Tech Support representative in July 2018. The department was mainly focused on dealing with macOS & iOS (Apple production), however, also covered Windows & Android issues. 

In March 2020, I was promoted to the Team Lead position and took control over the team that in different periods of time counted from 2 to 8 agents. The team was divided into 2 branches: software support of an app and general tech support of macOS, iOS, Windows & Android. By the end of the year, my team was one of the best according to KPIs. 

In April 2021, I got the post of Support Lead in the B2B project, so cooperated not only with our internal employees but also with our partners from the US. This department mainly works with Windows & Android issues. At different times, the department counted from 12 to 50 workers. Later, in October 2022, I took control over one more department that is focused on macOS & iOS software-related issues. 

In general, as of now, running 2 different departments with their own specializations. Also, have pretty fluent English and proficient knowledge of Google Docs. I have experience in leading both small and big teams, understand the power of delegation and the importance of omitting silos in team cooperation. Have experience working with the Workday (former Peakon) platform to collect feedback. I got used to learning different workflows as worked with different ones.