Position: KYC/Onboarding/Customer Support Team Lead
Category: Support
English level: intermediate
Years of experience: 5


McDonald’s Ukraine
Member of restaurant crew
September, 2016 - June, 2017
Training instructor
June, 2017 - October, 2017
Main responsibilities: training the team of 8 people, working with training documents, providing new members of the team with any assistance and information.

October, 2017 - August, 2018
Shift Manager
Main responsibilities: Management the team of 30 people, making an inventory (weekly), communicating with customers in critical situations, internal documents.

Kiwi.com
Travel agent
August, 2018 - April, 2019
Main responsibilities: providing all services related to flights (registration, cancellation, informing about any changes etc).

Athena Security
Support Agent
April, 2019 - August, 2019
Main responsibilities: Performing support of the project: reacting on alerts from client’s locations, sorting datasets, etc.

Support Supervisor
August, 2019 - March 2021
Main responsibilities: Mentoring team of 14 Support agents, creating manuals and working documents for team, training new support agents, creating reports for Management, communicating with CEO and CTO weekly to discuss team’s achievements and implement new ideas into working process. 

Capital/Currency
Back Office/KYC Team Lead 
March 2021 - Now
Mentoring the team of 12 Back Office agents and training new specialists, creating manuals and training materials; 
Tight cooperation with customer support, anti-fraud department and compliance team; 
evaluation of work according to KPI;
onboarding new clients to the platform and performing EDD; 
checking clients on international sanctions lists; experienced in work with LexisNexis, Refinitiv, Comply Advantage, RDC;
implementing enhancements of workflow of Back Office.
Daily performance of platform-related tasks: user validation, documents review and approval.