Position: Support
Category: Support
English level: fluent
Years of experience: 7

Built a Customer Support & Sales team of 30+ people for 24/7 service. Optimized the work process which led to the reduction in Customer Wait Time. Increased the loyalty of the team by developing the bonus motivation system. Also developed training and evaluation programs, reference manuals, FAQ, how-to guides, and troubleshooting instructions
I am a quality-oriented individual with 7 years of Customer Support & Sales experience, 3 of which were in the role of a Team Lead

Technical Support and Partner Support Agent 
- L2 support level
- Log analysis and associated root cause investigation
- Client-related administration and account configuration
- Investigation of technical issues, determine the cause of technical issues by thorough analysis and/or
escalating the issue to the developers

Worked in global B2C, B2B e-commerce companies as Customer Support Manager, Risk Manager, Quality Assurance Manager, Shift Manager, and Customer Support & Sales Team Lead. I have strong communication skills, a positive can-do attitude to work, and effective interpersonal skills.

I am skilled in Multi-tasking, Problem Solving, Time Management. I am stress resistant, organized, proactive and adaptable.

I have experience in managing 30+ multinational, partially remote Customer Support & Sales Team
- Conducted daily briefings, organized work schedules for the 24/7 CS Team, produced Excel daily performance reports; 
- Provided onboarding training and further mentoring of the newcomers;
- Was responsible for hiring, promotion, and termination; 
- Controlled the performance of Cold and Loyalty calls;
- Improved customer experience through product support; 
- Increased the customer retention rate; 
- Ensured timely processing of orders, handled customer dispute/refund and chargeback cases;
- Shared the customer voice with other departments in search for improving the Customer Satisfaction; 
- Created technical tasks for engineers; 
- Kept the CS performance up to KPI's (First Response Time, Resolution time, CSAT etc.); 
- Distributed tasks between Support agents to maintain balanced workload; 
- Monitored the customer communication queues, ensuring customers are handled within SLA targets.
Senior role in Customer Support or Customer Success with the possibility of partially remote work. Night shifts are not considered.