Position: Customer Support Manager, Customer Support Team Lead, Customer Support Quality Control Specialist
Category: Support
English level: fluent
Years of experience: 3


AIR Media-Tech, Customer Support Team Lead
November 2021-now
- Responsible for a team of 10 employees
- Ensuring the quality and customer satisfaction of support and services
- Analysis of incoming requests and creating a strategy to improve the service
- Control of  KPI achievments by team members
- Creating quarterly Customer Support Team strategy 
- Creating and implementing a Customer Journey Map

AIR Media-Tech, Customer Support Manager
October 2020 - November 2021
Responsibilities: 
- Communication with patners via email, messenger, phone and video calls
- Coordinating design projects and brand deals
- Creating YouTube channels audits and strategies 
- Project Management (Cross-platform distribution) 
- Retention Management
- Mentoring new team members

Freelance copywriter
January 2020 - July 2020
- Writing articles on music and film for the online magazines
- Writing movie reviews 

CIENCE, Data Research Team Lead
August 2020 - October 2020
Responsibilities:
- Responsible for 6 team members and 12 projects 
- Development of goals and plans of projects 
- Coordination of team tasks 
- Communication with US-based clients
- QA 
Achievements:
- Training of all the team members 
- Introduction of a system to monitor the team members' performance

CIENCE, Lead Researcher
March 2019 - August 2020
Responsibilities:
- Lead research and support of the sales team  
- Creating a contact base using G Suite, Basecamp
Achievements:
- Was promoted to Senior Lead Researcher in March 2020
- Finishing 8 projects for the US-based client companies

Allan Lloyds Group, Conference Producer
January 2019-March2019
Responsibilities:
- Creating a conference agenda
- Creating content for the website and promotion materials
Looking for and inviting potential speakers
Achievements:
- Conference Strategic HR MENA Summit in Dubai