Position: Customer Support Manager
Category: Support
English level: fluent
Years of experience: 8


Hello,

I'm a Customer Support Service Desk Team Lead (8 + years of experience in Customer Care)

Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

2014-Present(my current contract ends -May 2022)

-Served as first line contact for customers seeking advise and help using
Modera Software products.
-Mentored and supported Junior Team Members to resolve customer requests
-Ensured support processes and guides are followed by the entire Help Desk team and
monitored that all customer support activity is duly recorded
-Monitored stuck issues, critical issues (with SLA about to breach) and brought them up
to responsible persons or escalated to Senior Team Members
-Provided estimations on custom feature developments and update on development progress
-Provided data management and content management services using CMS
-Created how to manuals and guidelines
-Trained end users on Modera Software products
-Worked collaboratively with the Dev Team on product deliveries


Regards,
Anna