Position: Support Team Lead
Category: Support
English level: upper
Years of experience: 6

Creation of client support to the resource:
- selection of team members and training them
- organization of business processes
- chivements of my customer support team (performance indicators): 
FRT (first response time) - 3 minutes
ART (average resolution time) - 48 minutes
CSAT (customer satisfaction) - 85 %
- development of the admin area architecture for the company.

Scaling support for 3 new products:
- created and developed the plan of scaling support for three new departments and their products
- organized the complete transition of customer support to service new types of products and trained the employees of other departments to service the second line.
- developed and implemented automation of technical processes, which increased the speed of processing requests by 50%.

Turning a money-losing customer service into a profitable business :
We all know that a support department of any company is just an expense.
I conceived and developed a methodology for the implementation of a new service for users that allowed each support employee to receive additional income and make the department self-sustaining.
I am an experienced customer service and support professional. I have six years of experience in customer service management. I launched the resource's client support from scratch and achieved excellent team performance.

Head of client support for publishing services "LitRes Samizdat" of the company LitRes (IT company that was engaged in the publishing of e-books).
- launching customer support from scratch, creating a system of parallel support for several products in the context of a single platform,
- setting up the helpdesk, creating and developing scripts, creating the base of knowledge about the product, writing instructions for my team,
- selection and training of support staff,
- communication with users, analysis of requests, formation of a KPI team, assessment of the quality of personnel`s work,
- formation of tasks for developers, products, and analysts, to eliminate the problems of the resource,
- creation of the service that helped my support  department to become self-sufficient.

Head of the Reporting Department of Issuers of the Asset Management Company "FININVEST-GROUP"
- communication with investors - attraction and consulting;
- preparation and conclusion of transactions with minority shareholders;
- development and holding of seminars;
- participation in international exhibitions;
- development of a strategy for acquiring a controlling stake in a closed joint-stock company and project implementation;
- сreation of three investment funds