Position: CS Team Leader
Category: Support
English level: fluent
Years of experience: 8

As a member of a team of 4 supervisors, we have successfully transitioned from an underperforming outsourcing team of agents to a completely new outsourcing company and in a matter of a few months, we have managed to drastically improve all CS KPIs and establish daily operations that allow us to maintain high Customer satisfaction, low First Response Time and Full Resolution Time.
My work experience has always been focused on Customer Support, my passion is in helping other people, and improving the quality of service they are receiving. 

For the last couple of years, I am working as a Customer Support Supervisor and Senior Customer Support supervisor, managing teams of CS agents from 5 to 25 people. 
I was working with the following tools: Zendesk, Jira, Google Docs, Sheets, Slides, Slack, Salesforce, etc.
I am looking for a role, where I would be able to manage a team of Customer Support agents and/or Supervisors with the main goal of achieving outstanding results and putting processes in place in order to maintain KPIs on a high level.