Position: Account Manager, Support Team Lead
Category: Support
English level: fluent
Years of experience: 2

I have moved the communication with clients from Gmail to Hubspot, which allowed us to track the performance of each manager (speed of reply, amount of tasks and tickets closed), and the statistics of client communication (the number and category of requests, client satisfaction rate). I have also introduced Chatbot with the answers to the most frequent questions, which helped us reduce the number of those questions by 15%.
I've been working in an Adtech company for more than 2 years. I have grown from a support manager to Team Leader, and my responsibilities include: 
- supervising Publisher Support team 
- modernizing the Support procedures 
- monitoring the performance of the team and their ability to meet KPIs
- communicating with other teams regarding the clients 
- onboarding new managers 
- documenting the support procedures 
- working with customers and supporting them 
- working with the list of clients and optimizing their ad campaigns for better results 
- working with the Quality Assurance team to monitor the quality of the traffic from the publishers 
- completing monthly reports on team performance 
- working with the marketing team on mailing lists to customers regarding new features 
- using Hubspot to track team results