Position: HR manager / customer support
Category: Support
English level: upper
Years of experience: 2.5


Customer Support Representative (HR management direction)
period: 10.2019 — 06.2022

Responsibilities: 

- searching and recruiting candidates (USA market);
- maintaining a database of existing and potential employees (USA) ;
- handling and resolving all complex issues during the work process, according to the company policy rules and basics of quality customer support service;
- coaching new employees to join the team, assistance in adaptation;
- managing several teams (remote and local);
- drawing up reports on work results (daily, weekly, and monthly);
- implementation of new tools and rules in the work of the team.

Achievements:

- successfully solved most of the complex cases while maintaining customer loyalty;
- increased the number of people interested in cooperation with the company;
- became a team leader after a year of cooperation;
- after 2 years got a managing position;
- successfully launched and led new projects with fully remote and local teams;
- increased the performance of the team and successfully maintained leading positions.

key skills:
- work experience in CRM platforms Bitrix24 and HubSpot;
- experience in communication with native speakers and other English-speaking customers;
- work with cold and warm calls;
- knowledge of the basics of quality customer service.

personal skills:

- attentiveness; 
- ability to work with the team and independently;
- well-organized and responsible; 
- stress resistance;
- high level of empathy;
- desire to learn new.