Position: Customer Support Agent / Team Lead
Category: Support
English level: fluent
Years of experience: 3

- Increased company's revenue by modifying moderation processes.
- Increased number of the product’s positive reviews on TrustPilot.
- Trained and helped many new agents.
Attentive and hardworking customer support agent with 3+ years of experience and a team lead who keeps finding the best
ways to teach and coach my team. I have been previously working as an English-speaking technical support agent for various SaaS and software projects, which gave me solid understanding of the processes and experience with different support methods and CRMs. 
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Experience:
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Moderation Team Manager | appflame, APR 2020 - NOW
•  Led and managed a team of content moderators;
• Monitored & analyzed team performance and provided feedback;
• Controlled the quality of moderation;
• Sent regular updates to the team on new features, launches and other updates in the
app that may influence their workflow;
• Analyzed traffic, workload and planned the workflow for the team.
• Cooperated with developers and analysts on the development of tools for moderation
and automation process;
• Prepared and held online training, onboarding, and 1-on-1s with team members;
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Support Team Trainer | SupportYourApp, DEC 2019 - APR 2019
• Onboarded new agents;
• Developed a relevant training plan including all the updates;
• Provided all the training material;
• Checked written assignments;
• Coached & mentored agents;
• Provided extra-training if needed.
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L2 Support Engineer | SupportYourApp, APR 2019 - DEC 2019
• Resolved most complicated support cases;
• Worked with customers’ log files in order to indicate the issue;
• Worked closely with vendors to report and escalate cases;
• Reported potential and actual app’s bugs;
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English-speaking Customer Service Agent | SupportYourApp, DEC 2017 - APR 2019
• Successfully resolved thousands of support tickets, chats and calls;
• Maintained Customer Satisfaction (CSAT) at 97%;
• Reply time under 2h (tickets) and 3 mins (chats);
• Increased number of the product’s positive reviews on TrustPilot;
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Work & Travel Program | USA, 2017
Preferably product company or startup with easy-going fun people.