Position: Customer Support Team Lead
Category: Support
English level: fluent
Years of experience: 9

I entered into my current position as the Senior Account manager 2 years ago with the aims to create the customer support department from a scratch, bring customer service to a new level, and build a team of account managers and freelancers. 

As some of my achievements, I would like to mention: the creation of a business operation procedure for the customer support department, so now all internal procedures are pretty clear and any new person in a company can start to perform their duty guided by this procedure; 

implementation of some of my innovations in terms of serving the customers, such as 3 steps-in-working with the client: 1) a welcome call with a personal account manager and client once the client is transferred to account manager where we double-check client's needs and expectations; 2) mid-term call - to check how all things are going, what needs to be improved, to receive the feedback from the client; 3) preparation of a final report once the term of service is over and all services are provided and checking the feedback and level of customer's satisfaction. This helps build much closer communication with the client and retain it. 

I also launched some absolutely new directions for a company, among them - a direct collaboration with media, thanks to that our customers receive more valuable service in the form of publications about them in media. Now our clients are featured in Forbes, Esquire, L'OFFICIEL, etc. And afterward, exactly this service brings us significant new sales and satisfied clients.

At the moment I have 5 account managers in my team (this is full-time remote workers) and around 15 freelancers (copywriters, designers, SMM managers, PR managers...) whom we brief on a project base. Most of them were trained and onboarded by myself. I want to admit that during my work no 1 account manager quit the job, which describes me partly as a good manager.
Proactive Customer Support Team Lead with nine years of international experience in client management, operations, PR&Marketing, with a proven record of effectively managing B2B brands. Strong communication and negotiation skills, customer-oriented. Independent enough to lead projects, while being a good team player. Understand client's objectives as well as lead and develop a team to execute successful campaigns that deliver the core messages. Communicable, positive, learning in a quickly changing environment.

Looking for remote work in client management, customer support, business development, PR&Marketing.
I would like to develop myself in the position of Customer Support Team Lead or Account Team Lead by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. I want to work for an international company that keens to deliver outstanding customer support and develop customer relationships.