Position: Customer Support Manager/Mentor/Customer Success/Implementation specialist/Anything related
Category: Support
English level: fluent
Years of experience: 5

- Successfully performed all activities of Customer Support Representative during the shift (chats, calls, emails, OMS/CRM processes, etc);
- Mentored employees (from freshly hired ones and up to Senior Customer Support Representatives): carried out onboardings, regular performance reviews and feedbacks, promotion tests, etc. Led 10+ people to higher positions;
- Expanded and kept up-to-date Support Team knowledge base (~50 detailed manuals);
- Optimized contractors hiring, verification, fraudulent activity investigation, performance evaluation. Significantly decreased the number of untrustworthy contractors and lowered number of refunds as a result;
- Served as a primary IT specialist within the Support team, instructed colleagues on software/solutions setup and usage, taught basic Windows/MacOS/Chrome troubleshooting, and configured workstations in the office. Considerably enhanced team’s technical proficiency;
- Analyzed and improved order processing activities and case dealing practices. Achieved notable time efficiencies and optimized team’s productivity.
Senior Customer Support specialist with 5 years of experience. Expert in multitasking, dedicated to identifying customer needs and delivering effective solutions to all problems. 
Logical professional practiced in using analytical, problem-solving and critical-thinking skills. Enthusiastic about identifying improvement opportunities and translating findings into practical implementations

Currently working as a Senior Customer Support Representative & Mentor (US/International market)
I hope to work with a team that is passionate about tackling complex challenges and developing innovative solutions. Additionaly, I expect the company to prioritize work-life balance and provide a supportive environment that fosters both personal and professional growth.