Position: Head of Customer Support
Category: Support
English level: upper
Years of experience: 7


Work History

August 2019 to December 2019
New Sansa 
Head of Call Center    
    Managed CRM database, including troubleshooting, maintenance, updates and report generation. 
   Developed all process controls and metrics for daily management of Call Center. 

September 2018 to July 2019
Upsale Pro
Senior Supervisor    
    Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals. 
   Trained all operators and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department. 

August 2013 to October 2018
Adelina Call Center
Head of Customer Support    
    Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization. 
   Measured the effectiveness of all customer support approaches and initiatives