Position: Customer Support Specialist
Category: Support
English level: upper
Years of experience: 9

- Using the logic ‘identify issue -> identify goal -> fix, explain, and educate’ improved customer experience and issue resolution, which led to a 30% rise in customer happiness and a 20% drop in chat time.
- Worked calmly with agitated students on multiple occasions, earning praise from the team leader.
Namecheap (2019-2022); Customer Support Trainer:
- Performing step-in training for groups of 10-15 people;
- Managing groups on step-in in the role of group lead (arranging and monitoring training activities in addition to the trainer's activities);
- Conducting 1:1 meetings with the trainees and composing performance-oriented reports.

Namecheap (2017-2021); Part-time Middle Quality Assurance Specialist:
- Performing quality assurance reviews for Level 1 and Level 2 customer support representatives.
- Interesting projects;
- Opportunity for career growth;
- Ability to work remotely;
- No night shifts.