Position: Senior Support Manager / Reputation Manager / Support Team Lead /
Category: Support
English level: upper
Years of experience: 2

Developed and successfully implemented: 
- KPI's system, quality assurance system and performance-based bonus system; 
- the process of sending handwritten letters to reactivate the reviewer/customer and change the opinion about the company of even the most dissatisfied customers.
- the process of identifying a reviewer and finding ways to communicate with him, which reduced the number of unidentified reviewers and allowed to increase the number of upgraded reviews.
- wrote the text of a letter to the customer which indirectly (psychologically) prompted to change the review and at the same time did not violate the rules of the marketplace, despite the fact that requests to change the review are strictly prohibited. Thereby increased the number of people who changed their feedback after providing support through the marketplace.
Last 2,5 years I've been working in the US product development and distribution company (electronics). I started to work as a Customer Support Agent in Support dept. but after the first 5 days of the training I was promoted to the Reputation Management Specialist and after 4 month I headed the Reputation Management sub-division which consisted of 4 great persons. The main responsibilities included all aspects of organization of the work process in the sub-division. Optimization and facilitation of the team's work by means of administrating Zendesk platform (creating triggers, automations etc.). Building and maintaining an information database for RM team newcomers, describe working processes&handovers inside the team; Achieving company targets and KPI’s as set by the President of the company by having own quarter/monthly rocks; Working closely with Marketplace Managers and E-commerce department for achieving common results; Product insert management; Initiation the generation and the purchase of reviews depending on the risks and needs of the company or product; Continuous search and implementation of new ways to achieve the goals of the unit to improve efficiency and effectiveness;

My last position was PR & Influencer Manager and my responsibilities were:
Driving brand awareness targeted on sales increase; Identifying and building relationships with prominent influencers and thought leaders (on Youtube, Instagram); Brainstorming new, creative approaches to influencer campaigns (Brand
collaboration, cross-promotion, outreach templates etc.); Researching the tech platforms used to run campaigns efficiently; Identifying opportunities for greater profits by analyzing the influencers profiles (via various online tools and intuition);
I am looking for the lead position in any department with interesting tasks, career growth opportunities and the opportunity to learn and grow professionally.