Position: Head of the customer support department (E-commerce)
Category: Support
English level: fluent
Years of experience: 5


Hi there :) 
My total experience of being a customer support rep counts up to 8 years, which the last 5 i have been working as a head of the customer support department for e-commerce project which is under NDA ( its one of the biggest furntiure retailers in the USA).
Currently my position implies the following, but not limited to: 
1) Conducting day-to-day tracking of team performance, ensuring optimal efficiency and productivity.
2) Compiling comprehensive monthly reports, meticulously analyzing agents' performance data to extract valuable insights.
3) Ensuring seamless coverage across communication channels, promptly addressing all customer inquiries and requests.
4) Spearheading the construction of an extensive knowledge base, acting as Subject Matter Expert (SME) in this capacity.
5) Employing analytical prowess to interpret and evaluate data concerning customer service effectiveness.
6) Facilitating training sessions and fostering the professional development of the esteemed customer service team.
7) Deftly managing and resolving disputes and issues arising from third-party services.
8) Attending to escalated customer cases, employing tact and finesse to provide top-notch support.
9) Contributing significantly to the recruitment process and skillfully appraising both new and existing team members.

As I explore new opportunities to further enrich my career, I am keen to embrace fresh challenges and take on additional responsibilities as a Product Manager or Product Owner. Leveraging my extensive experience as a Customer Support Representative and Head of the Customer Support Department, I am poised to seamlessly transition into these roles while bringing a unique skill set and perspective to the table.