Position: Customer Support Quality Manager
Category: Support
English level: fluent
Years of experience: 2.5

From the very beginning in Customer Support I’ve had lots of challenges. As I started being a student still, the main achievement was combining receiving my Master Degree at the University and the full-time work as a Retention Agent at All Right English School. Showing great results, KPI achievements and leadership skills led me to a new position - Supervisor of Sales Department. The next goal was to become a leader, not only a “boss”, but become a real leader of my team, establish trust relationship with my team, show my experience and become an authority among the colleagues who were older than me, but still I felt and was more experienced. Successfully achieved. Moreover, I see that the great achievement was to find a balance between friendly relations and quality reviews, performance reviews, conduct difficult conversations with the coworkers successfully. 
After changing my place of work and I started a new position of Sales Agent at AV-EXIM. Only there I understood that the product can be studied, whatever the product is, because I got a great experience in warehousing, started understanding and dominating the sphere of metallic constructions and selling them to customers. B2B communication became my new skill and my new achievement. Step by step I became an unofficial Trainer in the company and started teaching our newcomers. In really short period of time I’ve established myself as a responsible, dedicated and reliable person. I consider it my personal achievement.
In July, 2020 I achieved a Retention Manager position in All Right English School. The main work purpose was to maintain the customers active users of the digital platform for English lessons using various retention and sales techniques, actively working on the objections of the customers.
The tools for work were CRM system, IP-telephony, chats, emails, excel sheets, google meets.

Got promoted in December, 2020 and became a Supervisor in Sales Department. Received a wide range of tasks, among of them were:
* Communication with customers via emails, calls, chats
* Script writing
* Sales reports
* Planning and conducting Sales team meetings
* Quality checking on calls, emails, chats and CRM of Sales agents
* Achievement of KPI
* KPI achievements of Sales agents
* Reports of the quality of income leads (for marketing dept.)
* Participation on the online meetings with related departments, such as Marketing, Technical and Superior Managing Departments
* Provide the agents with the quality reports and looking for growth points
* Performance reviews of Sales agents
* Became a Deputy to a Team lead


Got hired as a Sales agent at the AV-EXIM company, leading manufacturer of warehouse equipment for export. B2B segment
Received multiple new tasks and became professional at:
* B2B segment communication via emails, calls, online-meetings
* Analysis of the competitors on the market
* Establishment of new partnerships with potential dealers
* Project presentations online to the customer
* Special project calculations
* Regular communication with dealers
* Plan of sales achieving
* Secret buyer role
* KPI achievement
* English/Spanish technical translation
* Negotiation of terms of partnership
* Export documentation experience
* Completing logistics route with orders
* Communication with Broker agencies in different countries
* Closing the deals successfully 
* Training newcomers 
* Motivating sales team 
* Checking on the market prices of the similar products