Position: Customer Support Lead
Category: Support
English level: fluent
Years of experience: 5

I'm proud that I've been a valuable member of Ukrainian startup related to 3D video calling for industry-leading companies and communities; had a chance to improve negotiating and de-escalation skills daily, contributed to the product improvement and product promotion.
I was among those who had built a huge support department at US VoIP company from scratch.
Job experience: 
 Delivery head at 3d video calling platform.
 - Introduction of the product and product updates to new and ongoing customers;
 - leading tech support processes and knowledge base creation;
 - negotiating product improvements with development team on the basis of collected and evaluated feedback.

Technical Support Supervisor at US VoIP provider
- Leading multinational tech support department at US based VoIP company;
- Development of strategies aimed at  decrease of the issue resolution time, increase the amount and technical complexity of issues handled by agents, and overall improvement of customers’ experience;
- Collaborate with QA and leadership within the company to improve the level of customer service;
- Monitor live statistics of support agents and customers' surveys to identify issues, to improve customers' experience to ensure KPI's are met.
- Review reports daily to identify issue trends, coaching opportunities and staffing trends.
-Teaching, coaching and development of training material for support agents.
- Ensuring the department is staffed and structured properly, interviewing job applicants and development of the onboarding plan for the new hires.