Position: Team Lead, Head of Support, Project Manager
Category: Support
English level: upper
Years of experience: 4


Head of Support 
December 2022 - present
- Organizing and optimizing work processes in the Support and Finance department;
- Control and improvement the speed and quality of the customers' requests processing; 
- Control the relevance of the KPI system; 
- Distributing tasks among the company's staff;
- Communicating with the company's structural units;
- Conducting negotiations with the company's clients.

Data Analyst
August 2022 - November 2022
Duties and responsibilities: 
- Analysis of the employees' workload (according to teams, and projects), transforming gained data to the metrics;
- Monitoring the current staff of teams and approving hiring new staff according to the workload;
- Collecting, analyzing, and processing statistical data to detect overwork of managers of the 1st and 2nd line of customer support;
- Performing reports based on collected statistical data;
- Organization and holding of staff promotions;
- Staff testing to raise the level of qualification. 

Quality Assurance Manager 
March 2020 - July 2022
Duties and responsibilities: 
- Selection of new employees according to the company's needs;
- New hires training: leading theoretical and practical classes;
- People management inside the team;
- Organizing and facilitating team meetings;
- Conducting individual meetings to increase efficiency at work;
- Monitoring and evaluation of the support teamwork (in accordance with the company's KPIs);
- Documenting common support cases in the company’s knowledge base;
- Preparing instructions, schemes, and guidelines for the company's requirements. 

Customer Support Specialist
April 2019 - February 2020 
Duties and responsibilities:
- Resolving various support issues received via tickets and chats (experience with Chatra, TalkMe, LiveChat, Freshdesk, and Intercom). 
- Providing support for clients according to the company's instructions; 
- Providing consultations regarding the company’s products;
- Dealing with disgruntled customers;
- Identifying customers' needs and fulfilling them.