Position: Team Lead
Category: Support
English level: fluent
Years of experience: 3

Completed Building Customer Support course on prjctr.
- managed a team of 4 people;
- hired, onboarded and discharged;
- supported the launch of product initiatives, updating knowledge base and informing customer support of new policies;
- created and maintained new KB from scratch;
- ensured quality control; designed a system and adhered to it, lowering strike rate from 15% to 5%
- team management: oversaw shift distribution, salary payment, sick/vacation days tracking.