Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 5

Initiated and developed training program in a company to balance a high flow of newcomers and low mentorship resources. It was a successful project despite all sceptic opinions;
Analysed and structured several internal procedures with a high volume of requests. This procedure allowed me to sync several departments and provide more efficient feedback.
5 years of experience in leading B2C customer success teams in Outsourcing and Fintech companies (10 - 50 people on day shifts and 24/7); 
Great soft skills for efficient team management;
Team building processes (interviewing, onboarding, training, monitoring);
Maintenance and development of internal processes;
Support flow automation;
Continuous sync with all internal departments;
Development of training/mentoring programs;
KPI, OKR, and SLA practices;
Schedule planning for any business needs or coverage;
Assuring that the best quality of service is being provided on a daily basis.

CV is available per request.
Not interested in achieving high KPIs in sales. Highly interested in building CS structure from scratch or ready to improve any existing model.