Position: Head of Customer Support/Head of Service Desk/Technical Support Team Lead/Chief Support Officer
Category: Support
English level: fluent
Years of experience: 8

Launching a project from zero to hero;
Building new CRM from scratch and ongoing development of new features;
Converting leads into more than 10000 customers in a very specific niche;
Monitoring work of over 50 people including developers, designers, support, and freelancers;
Creating and implementing ideas that raised company's revenue for over 10% in a single month;
Setting up HelpDesk and Incident management from scratch. Keeping up with customer's expectations and SLAs.
Setting up Monitoring and Alerting systems for a large enterprise with multiple microservices.
More than 7 years of experience in Customer Care supporting Western projects. 
Worked as Customer Support Manager, Shift Supervisor, Quality Assurance Manager, Risk Manager, Support Team Lead, and Help Desk Team Lead.

Main responsibilities:
•	Building Customer Support Department from scratch;
•	Distributing the workload and minimizing expenses;
•       Setting goals and KPIs for the Support Department, 
        creating a corporate culture and values;
•	Checking Support agents' work during the shift;
•	Listening to the phone conversation recordings to find 
        errors;
•	Compiling reports with mistakes;
•	Conducting training to improve quality of work;
•	Creating the schedule for the Support team;
•	Hiring and training new staff;
•	Increasing sales, cross and up sales, improving retention 
        rates;

•	Analysis of existing and new clients' needs and behaviour;
•	Dividing tasks and responsibilities among support agents;
•	Dealing with unsatisfied and risky customers;
•	Processing refund requests from customers;
•      Working with payment processors such as PayPal, 
       BlueSnap, Maxpay and many others;
•	Minimizing the refund and chargeback rates;
•	Maximizing retention rates after Disputes;
•	Improving the quality of services and products in general
•	Building technical Support Department and Help desk from scratch
•	Setting up incident management system, Monitoring and Alerting systems



PERSONAL SKILLS
Multi-tasking skills
A persuasive communicator with perfect speaking skills
Excellent interpersonal and coaching skills
Strong self-organizational skills
Flexibility
Strong motivation for learning new areas of expertise
Target driven


Willing to apply knowledge and experience to improve efficiency and process optimization and learn new business techniques and methods.  Right now looking for a suitable position with a company that offers a competitive starting salary, cares about its employees and offers possibilities for growth.
Good opportunities to apply and expand my professional knowledge.
Looking for part-time involvement or single projects.