Position: CSO (Chief Service Officer), head of customer support\service department, customer service director, head of department
Category: Support
English level: fluent
Years of experience: 11

Team Lead of the Russian support queue of Epic Games project,
Created customer support department from the scratch with high customer satisfaction rate and KPI results, Chief Service Officer of international IT company (gambling)
5CA - Customer Service & Tech Team Lead (Epic Games)
Supervised 20 agents in managing the support queue, tracked agent’s performance, idea generation, and attendance against productivity timeline by utilising Microsoft integrated tools to ensure highest degree of commitment to the project. Controlled administrative functions, preparing presentations, cascading updates from the client, and quarterly and weekly reports, all while fostering an inclusive goal-oriented work environment.
One of my main accomplishments was: 
• Leading my team to place among the Top Three Epic Games language teams for every month that I was the Team Lead.

NDA (gambling, igaming) Head of Customer Support
Built the support team from the ground up to provide 24/7 customer service across multiple platforms, including chat, email, and telephonic support. I led all aspects of the project, from information gathering and knowledge base creation to establishing procedures, QC requirements, and performing monthly testing. Undertook operational tasks, such as formulating development and improvement plans, to drive effective workflow.
Some of my notable accomplishments were:
• Creating two departments from scratch, while still achieving a 90% CSAT and 90% KPI ratings within a few months. 
• Attaining a 90% average QC after 6 weeks.
• Processing workload of 8K contacts per month with only eight agents and achieving an average first response time of only 38 seconds.

Chief Service Officer - NDA (gambling, igaming)
Led the implementation of global Customer Service strategies in collaboration with the Head of Sales (VIP), KPI (QA), and Support Departments; these strategies promoted synergy between departments to optimise operations. Additionally, I developed new strategies for the Sales Department and integrated specialized strategies to streamline processes within the VIP branch while creating an exceptional European level of service.


Head of Player Support - Braverave (Gambling)
In this role I've managed a team of 30 employees responsible for customer service.
Implemented new KPI and motivational systems to improve employee performance and increase CSAT scores.
Worked closely with remote supervisor team to create new KPIs aligned with company goals and objectives.
Provided regular feedback to employees to help them improve their skills and reach their targets.
Implemented a motivational system that recognized and rewarded employees

Current role - Head of Client Services - Braverave
Big international company in need of cheap, however good service of American\European type