Position: Support Manager L1 (English + French)
Category: Support
English level: fluent
Years of experience: 3

I speak English and French. I've recently started to learn Spanish on my own just because I was receiving many requests from Spanish-speaking customers and considered it would come in handy.

I'm studying psychology (first year, Kyiv Gestalt University) and I'm trying to apply my knowledge both in professional and everyday life.

I attend training and forums, dedicated to self-development.

I'm proactive in my current position. I'm striving to optimize the working process for co-workers, as well as to ensure a higher level of service for the customers.
Previous work experiences (flight attendant 1.5 year and receptionist 1.5 year in total) brought a valuable contribution to my communicative and problem-solving skills. Working as a customer support agent requires much attention, care and love for people. Now, I can admit that I am a good fit for the client-oriented position. I'm a perfect listener, full of empathy and understanding. I enjoy being useful and helpful. I smile during phone calls and feel satisfaction from customer on the other end.

My current duties and responsibilities are:

Handling customer requests and complaints via phone, email, livechat (foreign customers only);
Creating technical reports and forwarding to the tech team;
Assisting with payment over the phone; 
Making outgoing sales calls;
Dealing with refunds and successful save of refunds on a daily basis;
Guiding customers through the functionality of the site;
Retaining of clients, including VIP.
 

Additional responsibilities as senior support agent:

Coaching of interns;
Evaluating chats, calls, tickets - monthly;
Editing flow, scripts, completing new paragraphs.
I'm eager to work  for no matter big or small project - my essential aim in work (as well, as in life) is to provide assistance, understanding and quick solution.
I would prefer to work for Product Company rather than Outsourcing.
But what is most relevant to me - opportunity to learn, to improve myself, to master my skills and to acquire new experience. Which is only possible in friendly, creative, progressive environment.
I’m not looking for night shifts, but I'm currently looking for flexible schedule and ability to remote work, if needed.