Position: Team Lead / Head of Support / Trainer / Something Creative / Project Management / Recruiter
Category: Support
English level: fluent
Years of experience: 5

Helped my team to increase our customers satisfaction rate by 12% in one month.
1. TikTok. I was employed by TikTok in the position of content moderator. I was responsible for reviewing the videos before they appear on other users’ feeds. If I saw anything, which was prohibited by our internal guidelines, I should have not passed the video for public feed. 

2. PayPal. I was a senior customer support agent at PayPal, where I was responsible for curating a team of 100-150 junior agents. My key duties were: helping with any struggles junior agents might have had; analyzing data and thinking about how to increase the percentage of satisfied customers; dealing with bugs; communications with the headquarter of the company; introducing new ideas to the team, in order to improve our work. 

3. Joom. I was working there for more than 1.5 years. There I was employed in the position of Payments Support Agent, which mean I was responsible for dealing with any sort of bugs and technical issues connected with the payment process; analyzing the company’s data about the percentage of unsuccessful payment attempts and thinkin about the reason behind it and the way of fixing it; “fraud battling” - in some months fraud transactions could have tremendously increased from one specific country, and I was responsible for finding the solutions to fix it, how to lessen the amount of money the company might lose due to this fraudsters; analyzing users’ account and transactions; coping with merchants’ fraud; contacting payment providers regarding any bugs or chargeback (PayPal, Klarna, Ingenico etc.); writing articles in confluence for the whole support team (500 agents); helping other agent in case they have any questions regarding payment process.

4. Planner5D. I was a QA of Customer Support, however some responsibilities included managing the entire support team. My daily responsibilities were: answering the chats support agents escalate via Intercom, checking the work of support agents and finding their mistakes. Also, I was responsible for evaluating the work of the company's AI and the agents, who were "helping the AI" to work better. All in all, I was responsible for watching how other people work, finding their mistakes, explaining what they did wrong, getting rid of the mistakes and making monthly reports for the Customer Support team. Also, I did interviews for Support roles and wrote Confluence articles. 

I’ve got a bachelor's degree.
Languages: Ukrainian (native), russian, English (fluent), Polish (fluent), German (conversational), Dutch (basic).
I would rather prefer a small team, but after experience in huge companies and teams, that’s actually not the thing, which has any importance to me. 
Better working directly with the product, but outsourcing is good as well. 
The things, which are important for me are as follows: each person should treat another one with respect, despite their positions in the company; a humour shouldn’t be forgotten, as it helps team to be more friendly.