Position: Head of Customer Service, Head of Contact centre, Head of Customer Support
Category: Support
English level: intermediate
Years of experience: 6

I possess a wealth of expertise in directing customer support teams and managing contact centers across various industries. I have a track record of establishing and nurturing high-performing teams, devising motivational frameworks for staff, and formulating strategies for retaining and managing customers. My proficiency in streamlining business processes, automating customer support systems, and implementing quality control metrics has contributed significantly to the organizations I have worked with.

Moreover, my training in project management, soft skills, and sales has equipped me with the requisite skills to provide effective leadership in these positions. Furthermore, I have hands-on experience in call center project management, encompassing team management, staff training, and documentation development.
My professional background includes extensive experience in establishing contact centers, spanning both inbound and outbound lines and chat-based support. I have also spearheaded various customer service projects, including initiatives aimed at improving net promoter scores (NPS) and customer satisfaction index (CSI). Additionally, I have devised customer retention programs to enhance brand loyalty.

As part of my responsibilities, I have managed teams and overseen their development, performance, and recruitment.