Position: Head of customer support/customer success
Category: Support
English level: fluent
Years of experience: 11

Organised remote work for more than 200 agents during 48 hours
Implemented Zendesk - decreased creating ticket's time twice
Decreased amount of claims 3 times durind 2 quorter 2021
•	2 years + Experience as a Head of Support at Fozzy Group (300+ agents), managing 8+ remote teams, implement Zendesk 
•	1,5 years + Experience as a Head of sales in FinTech, organise departament from '0'
•	2 years + Experience as project management in airline, completed 10 internal and external including international : automation processes in Contact Center (auto payment for services and receipt of notifications), sales of additional services 
•	5 years + experience in banking industry including foreign banks
•	10 years + experience in Contact/ Call centers
•	5+ year in Managerial position
•	Product Owner's school "Agile Drive" - 2021
•	Experience in providing trainings and education for employees by myself
•	Business process knowledge
•	Very good negotiating skills

CRM, Cisco (reports), Avaya (reports), MS Office, Internet, Lotus, CMS, Nice, Oktell, Amadeus Altea, Zendesk, Viki reports
Experience in analysis, design, research and description of business  processes.
Experience in creating RFP's and requirement specifications.
A professional individual with diverse experience and qualifications in Product Owner's, Project Management (Waterfall/Agile - practical knowledge, SCRUM- theory) within financial, retail and telecommunication industries is seeking to expand horizons and discover new challenges in foreign environment. Interesting in managing positions in customer support, UI/UX