Position: Team Lead
Category: Support
English level: fluent
Years of experience: 5


My latest job: SOFTUM is an IT company that is engaged in the development and
realization of online products as well as provides full service support for customers. I occupied a position of Team Leader of Training Department.

My experience within this role:
- Train and enhance the professional development of new employees for the positions of account managers and support managers.
- Conduct lectures, trainings and create didactic material in English.
- Onboarding of the new team members mostly foreign employees.
- Lead a team of 5 trainers and oversee the development and delivery of all training programs.
- Develop and implement training strategies that align with the company’s goals and objectives.
- Conduct training needs analysis to identify knowledge and skill gaps among employees.
- Design and deliver training programs for employees at all levels, including new hires.
- Training newly hired employees (account and support managers).
- Monitor and evaluate the effectiveness of training programs based on the feedback provided from Team Leaders and top managment. Make improvements as necessary.
- Constantly developing training documentation.
- Conduct performance evaluations and provide coaching and feedback to team members.

Additional side project within the company is working with Analytics:
- Developing and improving scripts for call center for various GEO
- Analyzing conversion, comparing and seeking ways of improving micro and macro conversion numbers