Position: Support Lead
Category: Support
English level: upper
Years of experience: 4

- Increased SLA to 95-98%
- Increased FCR to 71% (from 62%)
- Reduced Average 1st response time at 50%
- Manage a team that no one left for 2.5 years
- Several Ideas were implemented into new features
For last 3 years leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies, and goals. During this time me with team implemented several solutions (integrate Freshdesk, Hotjar into Slack, rebuilt workflow in FreshDesk, started using Notion) which allow us to reduce first time response at 50%, increase SLA to 95-98%. Also took part in developing (as person who was an advocate of our Users) new platform for our product, testing MVP. Responsible for maintaining customer's payments via Braintree & PayPro Global. 
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Also was one of creators of QA process in department. Provide quality metrics to assess project progress and quality level.
Inspect and monitor project activities.
Night Shifts not for me.