Position: Team Lead Customer Support (L2)
Category: Support
English level: intermediate
Years of experience: 5

Development of a quality map and the introduction of its inworking processes. Implementation of new SLA performance standards, the result of the department's work exceeded the set goal. Continuous improvement of the motivation system.
I have more than 3 years of experience as a Team Lead L2. I work with the creation and optimization of KPI, SLA, department motivation, creation of processes, motivation system, analytics, all necessary documentation and quality of the department’s work. Having experience on both the first and the second line of support and in general iGaming more than 5 years. 

Customer Support (L2), NDA
Dec 2022 - Mar 2023

2019 June - 2022 August 
JoyCode, Kyiv 
Customer Support Team Lead (L2) 

Main responsibilities:
- Processes: building processes and structuring the department, сreate processes related to entering new markets or implementing new company tools (move to new platform & new Back offices); 
- Recruitment: creating tests, resumes, job interviews;  
- Training: building processes, written instructions, training for agents;  
- Project Management: planning the work of the department & providing control, communication, goal setting, documentation/manual writing;  
- People management: managing the team of 8‑12 people: (supervisor, agents), one‑to‑ones, meetings, improving motivation & satisfaction level; 
- Statistics & analysis: statistics of productivity, KPI calculation, department growth calculation, Development & programming a complex KPI system; 
- Quality: сreation of process, creating a quality card, establishment of regulations/instructions, creation of reporting documentation, optimization of process, monitoring of monthly target performance, analysis of results , feedback for agents. Overall responsibility for Quality activities across the department; 
- Budgeting: Customer Support budgets control, optimization; 
- Reporting: Monthly reports & presentations; 
- Other: communication with the dev team, product, game providers, marketing, financial. 

2019 April - 2019 May
JoyCode, Kyiv 
Main responsibilities:
Customer Support Representative (L2)
- Processing requests from adjacent departments (1 SL/VIP) to Slack; 
- Full account verification; ‑ Handling of mail requests; 
- Jira ticket processing, transfer tickets to the game provider;  
- Check winnings and transfer tickets to gaming providers; 
- Communication with related departments; 
- Reporting: Ad hoc reporting as required/requested by the Head of CS; 
- Filling out the accounting documentation in google docs; 
- Testing and validation of site functionality, transfer of information to related departments.

2015 September - 2018 September 
Lucky Labs, Kyiv 
Customer Support Representative (L1)