Position: Operational manager / Team leader of a Customer Support team/Junior Project manager
Category: Support
English level: upper
Years of experience: 6

Communication in foreign languages: Polish as a native speaker, and English is an upper-intermediate

Team leader of a customer support team for Busfor.pl customers for 3 years 

4 years experience in Customer support service.

Zendesk,Helpdesk, AMO CRM, Creatio, Apptivo

Team coordination.Troubleshooting. Multi-tasking. Work with international acquiring systems such as : Pay U and Dot pay.
Operational manager
Laba (EdTech) Kyiv Apr 2021 - May 2022

- Analysis of sales managers work, conversion and KPI tracking ( as a result it is enabled to increase every week the product conversion rate)
- Work in AMO CRM and internal system control tasks of managers (distribution of leads between sellers)
- Support sales 10 managers and 1 supervisor (for example if IP telephony stopped working or there are problems with CRM)
- Control over speed of processing leads ( holding processing speed on 20 max 30 minutes which allowed managers to process the requests faster)
-Training of salespeople ( includes introductions with all programs that the sales department used daily) Trained 10 sellers. After training near during 1‑2 days, newmate was already effective in less than 2 weeks and made his first sales
- Choosed the best polish services for payments and links generating

Customer Support Team Leader
Busfor/Blablacar Kyiv Aug 2016 - Jul 2022

- Organization of work of the Customer support department in Polish and English (4 teamates)
- Interaction with carriers and agents
- Listening to conversations and quality control of operators
- Development and expansion of the team, search for personnel if there are vacancies
- Training and retraining of CS employees
- Checking payments (correctness of refunds)
Control over efficient operation of payment systems (Pay U, Dot Pay)
- Zendesk and Helpdesk Eddy
- Influencing of processes inside the team, work with templates used in the work of the department
- Administering the team: schedule, vacations
- Automated the processes and processing time of refund requests
- Integrated into the Customer Support team: auto‑replies, editing templates and translating texts to Polish and English
Великий проект або ж невелика команда і стартап. Шукаю можливість приміняти в роботі іноземні мови.