Position: Customer Support Engineer\Customer Support Team Lead
Category: Support
English level: fluent
Years of experience: 6

•I have created from scratch the efficient customer support team;

•Created very usefull SOW's, FAQ's and canned responses for customer support department.

•Integrated in my team new CS metrics(CES, FCR, TPA). As the result in 6 month the average CSAT increased from 86 to 97% and TTS by 19%;

•I have made the main indicator of the quality of the work of agents not TTS but FCR. As the result, agents began to focus on providing the most effective solution to the client's problem at the time of his first contact. Whereas in the past, agents tried to respond to the request as quickly as possible and take the next ticket, which badly affected the quality of the response and the client had to contact again, which increased the workload on the department. The change in the motivational system has increased CSAT by 10% and reduced the workload on the department by 17%.
Head of Customer Support team
01.2020 - 07.2021 (1 year 6 months)
iHerb.com, remote (eCommerce)

As the lead of the customer support team I had a wide range of responsibilities:
• created and lead the customer support team of 10 specialists;
• identified weak points of agents to improve quality according to the team goals;
• trained customer support employees;
• effective and prompt collaboration with senior management and software developers to deliver projects.
• was engaged in continuous improvement of the quality of service;

Head of the customer support team
10.2016 - 11.2019 (3 years 1 month)
KingCobracasino, remote (gambling)

As the head of the customer support team i had a wide range of responsibilities:
• solved problems of clients;
• lead the customer support team of 8-14 specialist;
• trained customer support employees;
• created SOW's, FAQ's, canned responses;
• participated in the development of a training program for customer support specialists;
• was engaged in continuous improvement of the quality of service;
My achivment`s:
I beсame the head of the customer support team;
Improved the quality of support services in my department;

Customer Support Representative
02.2015 - 09.2016 (1 year 7 months)
NPC-pharmacy, Kyiv (eCommerce store of medical products)

My job duties:
• respond to all customer inquiries quickly and accurately;
• issue refunds according to companies refund policy;
• re-send products to customers when needed;
• tracking packages;
My professional achivments:
•Tenfold employee of the month

 I am experienced with the following tools:

 ZenDesk
 Bizdesk
 Freshdesk
 Front
 Gorgias
 Ecwid
 ClickFunnels
 Klaviyo
 MailChimp
 Dropified
 Oberlo
 CJDropshipping
 Zoho CRM
 AirCall
 Zoiper
 Asana
 Jira
 Maestro
 Slack
 Google Sheets

 I am familliar with the following tools eCommerce Platforms:

 WooCommerce
 Shopify
 Amazon
 Etsy
 AliExpress
I can work in any conditions and on any projects: gambling, overwork, night shifts, work under stressful circumstances, deadlines, additional responsibilities, etc. Everything can be agreed upon. Especially if you have a big interesting project and good opportunities for professional growth.