Position: Head of Customer Support, Customer Support Team Leader, Community Manager, Customer Support Quality Assurance, Customer Support Supervisor
Category: Other
English level: fluent
Years of experience: 6

I have a huge experience in communication with customers, including quite angry ones. I know how to make them happy or at least satisfied even when something goes wrong. More so, you can only imagine how much patience and empathy a Customer Support Agent who worked in this field for over 5 years has :) I have strong negotiation and conflict management skills and the ability to build long-term relationships with customers based on trust and respect.
I also obtain a moderate level of technical knowledge on how apps work on Mac and Windows and know how to troubleshoot technical issues thanks to my experience in the product IT company. Not only I replied to the customers but also tested the software in order to reproduce the issue they reported and dealt with quite complex technical, billing, and account issues, and prepared presentations for Sprint Review based on these issues.
Also, my personal tasks were setting up a chatbot as well as leading a small Chatbot-responsible team, monitoring CRM performance, reporting bugs, collecting feedback, and setting tasks for its optimization to Web team. Another project was the Support Team Knowledge base which I created from scratch.
More so, when it comes to sales, we had personal coupons and we are free to sell the software to our customers during communication. So, during all these years I was at the top of the list of best sellers.
I also have Advanced English level and Upper-Intermediate Italian.
Currently, I'm working as a Head of Support.

5.5 years in Customer Support.
I had been working at Skylum Software for 4,5 years.
Also, I've finished the course Building Customer Support by Projector.
Outstanding written and verbal communication, strong analytical and managing skills, genuine interest in customer experience, and result-oriented.
English: Advanced
Italian: Upper-Intermediate

The tasks I work with:
- Creating a Support Team and setting up all support processes;
- Managing the team, monitoring KPIs, managing schedule and workload;
- Planning improvements of support function;
- Review Customer query reports, identify and prioritize issues, propose improvement strategies, and handle resolutions.
- Creating/Updating customer service procedures, policies, and standards for the organization and continuously seeking opportunities for improving customer service.
- Ensuring all processes are optimized and compliant with internal and external industry standards;
- Evaluating external customer satisfaction, defining and implementing improvement activities based on these results.
-Empathetically communicating with customers via emails, (chats and phone calls - in the past);
-Troubleshooting technical, product-, account-, billing related questions;
-Setting up a chatbot and managing the chatbot team of 3 colleagues assigned to me;
-Creating a Support Team Knowledge base;
-Setting tasks and collecting colleagues' feedback for optimizing CRM, communicating with Web team;
-Working with Zendesk, Intercom, and ticketing system;
- Submitting bus reports and monitoring the progress of bug fixes, closely cooperating with QA Team;
-Onboarding newbies.

Tools and software I work with:
 Zendesk, Confluence, Notion, Jira, Botsify, Slack, Intercom Photoshop, Lightroom, Luminar Neo, Google Docs, FastSpring, Paddle, Zopim.

I obtain strong management and leadership skills and know how to build a team based on respect and understanding, without micromanagement and pressure.
- no night shifts;
- no phone calls with clients on a daily basis;
- I expect flexible working hours since I believe it increases motivation and supports work-life balance, therefore, influencing productivity in a positive way.