Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 7

Developed Onboarding programs for newbies (there is a published article based on my experience, I would love to share it with you if needed).
Created a Quality Assurance system for Customer Support Teams.
Managed team of 70+ agents.
I had 200+ one on one feedback sessions with CS team agents.
Implemented regular meetings with other department representatives to discuss goals, updates, and challenges, increasing productivity across departments.
Defined KPIs for support departments.
Created NPS surveys.
Product and service improvement initiatives using Service Design methodology.
Customer Journeys maps creation.
Website ADA Compliance Implementation.
Retention Strategy Development and implementation.
Helpful and reliable professional with 7-year vast experience in helping customers get what they want to their gratification and at the same time ensuring that sales goals are met to the satisfaction of the company. I have a successful experience of driving positive change and influencing enhanced performance in customer support departments as well as creating customer support strategies and KPIs. I can prioritize, manage multiple projects, and meet deadlines. Also, I'm self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.
To manage and continually improve the Customer Service
experience for the customers of the company that creates an interesting product/offers services by managing, expanding, and motivating the Customer Support team.