Position: Director of Customer Experience
Category: Support
English level: upper
Years of experience: 9

Managing department with 70+ people including Sales, Support, Retention and Billing Support Teams.
Created a clear structure of the department.
Built out analytical reports to monitor efficiency and teams' progress.
Increased department financial operations efficiency by 40%.
Developed and implemented Quality Assurance systems for the teams inside the department.
Decreased missed rate to 1.5% AVG.
Supported inside-company transfers from Customer Care to Marketing, Project Management and other departments.
Experienced in the areas of program and personnel management, knowledge management. 
Proven track record in reducing operational expenses and increasing organizational efficiency and effectiveness.
Skilled at defining organization-wide strategic and operational objectives for the  Customer Care Department.
Maintaining highly refined planning, and organizational skills.
Strong work ethic that leads to meticulous completion of tasks.
Even-tempered in complex and pressure situations.
Ability to work under pressure and manage multiple tasks.
Tools proficiency: Jira, Confluence, Atlassian LMS, Tableau, CRM tools (Zendesk, Helpscout, Helpshift, SalesForce).