Position: Team Lead; Customer care manager; Customer relationship expert
Category: Support
English level: upper
Years of experience: 4


•	Drove CRM best practices across organization, including performance marketing and audience optimization.
•	Consulted with customers to understand and meet product and service needs with standard and customized solutions.
•	Worked with CRM programs to track, review and enhance business activities.
•	Collected and analyzed information from multiple sources for customer insights, potential product expansion and industry trends.
•	Developed and deployed action plans to improve customer service programs.
•	Work with Product Owners, Stakeholders in Scrum environment
•	Supported team through regular communication and coaching.
•	Created strong internal partnerships with cross-functional teams to facilitate customer service improvements.
•	Tracked KPIs for individual employees to monitor performance.
•	Improved employee skills and increased team value with new training opportunities and empowering leadership.
•	Automated business processes for improved Delivery Team speed and accuracy.
•	Increased customer satisfaction with targeted sales team training in relationship management and negotiation strategies.
•	Leading call center, Delivery and Sales teams