Position: Workforce, Workforce Manager, WFM, Head of Support, Support Lead, Support Team lead, Customer Success, Project Manager,
Category: Support
English level: fluent
Years of experience: 7

My main achievements on the position of the Support Lead: 
- Built the support department from the scratch;
- Set up and monitored the main KPIs (CSAT, CRRR, Effort Rate, ART, AHT etc) to be on the high level;
- Took part in Automation Processes. This drastically reduced the company's expenses spent on some manual steps performed by the agents;
- Set up the upsell policy, which generates more than ~100k revenue/month.
- Took part in the formation of the strategy and the vision of the company;
- Participated in the formation of the Tone of Voice for the company;
- Formed the motivation and bonus system for the agents;
- Set up the proper software issues escalation process for the dev and product teams;
- Passed the Apple Certified Support Professional (ACSP) certification(El Capitan);
Workforce Manager - current

- Team Management and Development
- Forecasting and Planning
- Scheduling and Shift Management
- Analytics and Reporting
- Strategic Planning
- Billing
- Process Improvement



Global Software Support Lead
Clario Tech

Jun 2021 – Present (5 mos)
Team Management:

- Identify and address staff training and coaching needs;
- Ensure that development standards, policies and procedures are adhered to. 
- Effectively manage team members in line with company policy and procedures, including performance, development, disciplinary and conflict resolution with effective feedback;
- Conduct annual performance reviews with the team;
- Organizing regular meetings with Team Leads and team;
- Setting up individual and team targets for subordinates, conduct an audit, provide and receive feedback, mentor subordinates

Goals and Strategy: 

- Review and monitor goal accomplishment and implementation;
- Analyze, forecast and handle possible issues effectively;
- Drive change to implement efficient and effective strategies as advised by management;
- Meet the deadlines of the goals set;
- Develop a strategy for optimizing key KPIs;
- Organize the implementation of the strategy;
- Analyze and monitor the workload at department
- Assuring high-quality service to clients and customers.
- Initiate and control the execution of the Service Level Agreement in terms of KPIs.

Cooperation with other Managers and Departments:

- Work closely with peers in the business to fully understand the business process and requirements;
- Liaise with company management to support and implement growth strategies;
- Proactively report and manage upwards to management and the business, so that they are well informed of the work currently in development;
- Attend meeting with other managers to discuss updates, possible improvements to customer service etc.;
- Work closely with other managers and departments when necessary (collect required information, investigate the issue, provide needed resources etc.)


Head Of Customer Support
Clario Tech
Dec 2019 – Sep 2021 (1 yr 10 mos)

Software Support Lead
Kromtech
Sep 2018 – Dec 2019 (1 yr 4 mos)

Customer Service Engineer
Feb 2016 – Jul 2018 (2 yrs 6 mos)

Help Desk Specialist
Software Support LLC
Aug 2013 – Jan 2016 (2 yrs 6 mos)

English Teacher
Rainbow kindergarden
Mar 2013 – Sep 2013 (7 mos)

Lifeguard
High Sierra Pools, Inc.
Apr 2010 – Sep 2010 (6 mos)