Position: Customer Support Team Lead/Customer Support Representative
Category: Support
English level: upper
Years of experience: 5

Best Team Lead of the Department
I was nominated for the best team lead as, under my mentorship, my team managed to improve their involvement and effectiveness, which increased their KPI.
5 years of experience in the customer service field. 2+ years experience in team management. Participated in creating Customer Support Dpt from scratch. Successfully created knowedge bases, scripts and scenarios. Onboarded new members of the department. My goal is to assist and support the team members in creating a perfect product-journey for the customer and ensuring a high satisfaction ratio.

Key responsibilities:

- Participating in KPI system development of Customer Support department
- Monitoring performance (quality assurance) of team members. Mentoring, coaching and helping them develop further
- New employees onboarding
- Cooperating with IT department by offering solutions for UX improvement of the product
- Providing customers with up-to-date information about the product
- Responding to questions and queries
- Assisting with order placement
- Resolving complaints and finding the best solution to satisfy both sides by determining problem causes
- Processing refunds

Additionally, I have slightly less than a year experience in SEO Content Marketing. 

Key responsibilities:

- Semantics assembling/reassembling
- Keywords and competitors analysis
- Suggesting ways to improve the company's SEO strategy
- SEO-optimized content writing