Position: Customer Support Representative
Category: Support
English level: upper
Years of experience: 4


Namecheap, Inc. | September 2019 — December 2021

Team Leader in the Customer Support division 

Managed a team of 10-12 Customer Support representatives with different experience, knowledge, and skills (CSRs, Subject Matter Experts); conducted almost 100 performance review meetings and others; created/updated more than 10 working procedures; took active participation in optimizing working flows and processes; performed other responsibilities.

Shift Leader in the Customer Support division 

Monitored and organized smooth load distribution on the shifts; gathered, analyzed, and escalated feedback and complaints both from the department employees and external clients to relevant teams and management through various communication channels, including through the creation of improvement requests and bug reports in Jira cards; controlled over the implementation of the main responsibilities by the CSR during the shifts;  considered and provided the compensations to clients if necessary.

Namecheap, Inc.  |  February 2018 – September 2019
Customer Support Representative 

Provided support in the chats and tickets; escalated feedback to the responsible person; worked with frustrated clients;  conducted investigations on various clients' issues and resolved them.

June 2015 – February 2018
Translator (remotely, freelance) 

Performed translations in various subjects: technical tasks, instructions for various electrical appliances, legal documentation, manuals, invoices, users' technical guides; etc.
I expect to work with loyal management, a friendly team, a stable work schedule without night shifts, the development of new skills and interesting tasks aimed at improving / optimizing work processes in the new company.
Also, I would prefer a position where there is no necessity to perform phone calls.