Position: Customer Success Manager, Head of Customer Support
Category: Support
English level: fluent
Years of experience: 6

As a Quality Control Specialist at UvoCorp, I created a number of trainings for Support Team (e.g. "How to Deal with Difficult Customers", "Calls Handling Tips and Tricks"). I also worked on regular tests for Support Team and participated in recruiting process for my department.
I worked for more than 3,5 years at UvoCorp, writing assistance agency, as a Support Representative and Quality Control Specialist later on. 
As a Support Team Member, my main responsibilities were:
- deal directly with customers by chats\message system;
- handle and resolve customer complaints.

As a Quality Control Specialist my responsibilities were:
- check and provide feedback on the efficiency of the Customer Support Team and customer service process;
track customer complaint resolution;
- identify and implement strategies to improve quality of service, productivity and profitability;
- direct the daily operations of the customer service team;
- plan, prioritize and delegate work tasks to ensure proper functioning of the department;
- co-ordinate and manage customer service projects and initiatives;
- identify and address staff training and coaching needs;
- develop training presentations, guides and tests for Customer Support Team;
- provide personal trainings for new operators;
- assist the recruiter during job interviews. 

A then changed the vector to technical sphere and worked as a Technical Support Representative at SupportYourApp, where I supported MacPaw products. 
My main responsibilities were:
- communicate directly with customers via chats\email\phone;
- handle and resolve customer complaints (some routine procedures + some technical issues with the apps);
- make proper investigations to find out the routes of each customer's problem (e.g. checking logs, performing tests, making TeamViewer sessions).

Work platforms: Zendesk (tickets), qCRM (calls), Intercom (chats), Paddle (payment system backoffice), DevMate

For now, I am working as Technical Support Engineer at NewAge (e-Commerce). 
My responsibilities are:
- Act as the main point of contact for corporate customers who are integrating their eCommerce systems to gateway technologies.
- Provide in-depth integration instructions for the payment gateway and advice as to the best methods of integration to meet the merchant's requirements.
- 1st Line Technical support to partners and merchants.

Work platforms: Freshdesk (tickets), Skype (conferences and chats), Planfix (JIRA analogue), gateway backoffices, merchant portals.

Now I wish to move to managerial sphere more, since I feel that I have enough experience to teach and motivate others.
I strongly believe that you can fully enjoy what you do when your job is useful for others and you get a constant feedback on your actions. This is why I have chosen Customer Care sphere, and I have never regretted about my choice. 
I do expect to work with the product\service which improves people's lives. I also expect to have a good teamwork, reasonable and open-to-new-ideas management, and tons of motivation\challenge\sources for self-development. 
I do not want to connect my professional life with gambling industries and negative work atmosphere.