Position: Customer support, Account manager, Customer care
Category: Support
English level: upper
Years of experience: 4

- Successfully led several projects with small teams. The tasks were done on time or earlier;
- Implemented and conducted regular training courses in the team, which increased the overall knowledge of the product, the quality and speed of processing cases of medium and high complexity;
- Offered to change one of the core elements of the platform functionalities. After the implementation the results were:
1)The element usage efficiency significantly increased
2)Decreased the number of incoming requests regarding the element
3)The amount spent on the page by the client has decreased, which indicates the simplification of working with the specified element
At the moment I work as an account manager in the product IT company.
In my current position, I work with b2b and b2c clients, provide assistance via the live chat and email systems: Intercom and Kayako.

One of my key responsibilities is to organize the work and distribute the incoming requests for other managers under my supervision.

The core of my job is to serve customers, provide assistance, troubleshoot issues, and clarify the product details, in case something is not clear for the client.

Skills and technologies used:
Intercom, Kayako, Monday board, Trello, JIRA, Confluence;

I'll be happy to share my summary and discuss the opportunities to join the new family.