Position: Senior Account Manager, Head of Customer Support, Project Manager, Team Lead
Category: Support
English level: fluent
Years of experience: 3

- Led a team of 50+; - Managed 15+ different B2B/B2C projects; - Integrated CRMs for the clients; - Integrated best practices for the clients based on their business analysis
Customer Support Representative: - Provided professional customer omni-channel support via chats, emails and calls; - Created/Edited F.A.Q. articles; - Assisted users with technical level 1/2 inquiries (the project is under NDA); - Conducted demo calls and AnyDesk sessions with the customers. Customer Support Team Lead: - Developed a training program and internal knowledge base; - Conducted monthly Quality Assessments for the team; - Conducted onboarding for the newly joined team members; - Conducted monthly Quality Assessments for the team. Account Manager - Managed 20 different B2B and B2C projects simultaneously; - Managed 60+ people in the teams; - Created Training procedures and Knowledge bases for the products managed and conducted training sessions with the teams; - Analyzed data reports, suggested budget increase and monitored the hiring procedure for the project; - Conducted interviews with the possible candidates, evaluated their skills as per the project requirements; - Conducted webinars for the team and discussed topics on the services we were providing; - Prepared daily/weekly/monthly/quarterly reports for the clients; - Prepared monthly Quality Assessment for the team, analyzed the quality of performance, provided feedback; - Evaluated client needs and provided with the most reliable solution (adding more people to the support team, creating SLA and KPI, building a strong public KB, suggesting new escalating procedure, creating a client retention procedure); - Have an experience working with different CRM systems such as Zendesk, Freshdesk, Helpdesk, Trello, Paddle, Fastspring, Intercom, LiveChat, Jira and others.