Position: Support Director
Category: Support
English level: fluent
Years of experience: 6

1.Reduced department costs twice
2.Created great funnel for billing department that helped to save $100k monthly
3.In close collaboration with the Product Team developed a Product Portfolio for customers worldwide.
4. Partial chats workflow automation, 
5. Created predictive sales scripts,
6. Developed subscription plans for better LTV.
Consultant [Sales & Support]
I was working with top management on strategy, planning and problem solving of Customer Support Department in order to split it into 2 different departments: Sales and Support. My core tasks within this project were:  
To suggest a high-level strategy that would increase the conversion rate, while staying profitable, 
 SLA/KPI specifications for both departments,  
Tracking of economic effectiveness of the changes,
Bonus/Motivation/Quality assurance system for both departments.


                        Chief Support Officer                                                           
Managed a multi-languaged and multi-product  Support function (300+ people in total), that included 4 departments  in 6 offices, mostly in Western Ukraine (Lviv, Rivne, Ivano-Frankivsk, Ternopil, Vinnytsa, Lutsk) : 
Technical Software Support ( delivering KPIs : AHT, CSAT, FCR ,Repeat issues, QA score, response time, on-hold time, agent utilization rate, service level ( according to SLA)).
 Remote Assistance Support ( AHT, FCR, After fix time, cost per contact) 
Customer Happiness ( delivering KPIs: retention rate, churn rate, NPS ( dealing with detractors), MAU .
 Billing (  delivering KPIs : Refund/Chargeback rate ).
Was responsible for building all the key business processes within Support function.

Products supported:
MacKeeper, PCKeeper, Premium Remote Assistance.



                      Customer Support Team Lead                                            
Managed a team of 20 technical support engineers. Delivering KPIs : AHT, CSAT, FCR, Repeat issues, QA score, response time, on-hold time. Responsibilities:  
Hiring, training, and managing Customer service agents, quality assurance specialists,
 Present quarterly reports to executive management detailing the performance and success of the team, budgetary concerns, and implementation of new policies,
Creating and updating knowledge base (Confluence),
 Statistical analysis (KPI reports).
Chief Support Officer with over 6 years of successful management and leadership experience, managed different teams from 6 to 300 people, provided 24/7 multi-language and multi-product customer support.
Enthusiastic person with strong background in building teams from scratch, developing and implementing Service-level agreement and Key Performance Indicators, who enjoys working with people and building long-lasting relationships and product loyalty. Passionate about creating organizational success and better brand reputation through serving customers in a truly memorable way, ensuring operational excellence .