Position: Team Lead
Category: Support
English level: fluent
Years of experience: 6


Remote Public Support
August 2019 – Present time
GG.BET	
Responsible for the reputation of a large-scale project and the provision of quality service on external resources
Main responsibilities include:
- Providing professional consultation to regular users on external resources such as: HLTV, Reddit, Trustpilot and etc
- Customer and solution oriented thinking and handling
- Closing complaints
- Working with reviews of regular and new customers
- Collaborating with CRM team members to create, develop and implement social campaigns that shape public discourse and engage target audiences
- Monitoring mentions across social media channels
- Providing professional consultation to GG.BET support teams in several countries
- Tracking breaking news related to GG.BET & betting in general and working with the communications team on rapid response communications tactics
Head of Esports Customer Support
July 2017 – August 2019 - 2 years 2 months
GG.BET	
Responsible for running the customer support team in 5 languages: Russian, English, Portuguese, Chinese and Swedish.
Have developed and implemented the department’s quality assessment system.
Have grown the customer support team from 8 to more than 40 specialists.
Main responsibilities include:
- Maintaining stable workflow of the customer support department
- Ensuring the high level of customer satisfaction
- Reviewing and enhancing team processes to ensure the high level of performance by the customer support team
- Training staff to achieve their KPIs and career goals
Customer Service Specialist
September 2016 – July 2017 - 10 months
GG.BET	
Main responsibilities include:
- Dealing directly with customers either by phone, by e-mail or by chat
- Identifying customers’ needs to achieve their satisfaction and building sustainable and trusting relationships
- Resolving product or service problems by clarifying the customers complaint, determining the cause of the problem
- Selecting the best solution for both sides following communication procedures, guidelines and company policies
- Communication with various internal departments to speed up the resolution of the client’s problem, thereby maintaining the Company positive reputation
Junior Sales Manager
July 2012 – November 2013 - 1 year 5 months
Telecontact	
Main responsibilities include:
- Communication with customers (in particular, former customers) through telephone communications
- Acquisition and customer retention
- Training staff to achieve their KPIs