Position: Operations Manager/ Support Lead/ Team Lead/ Head of Operations / Director of Support
Category: Support
English level: fluent
Years of experience: 5

During my last experience being an Ops Manager for over 2 years I was able to successfully lead a department of 148 employees. Over that time with a team of 17 Supervisors we were able to: 
- create and implement a new Onboarding program for newcomers that decreased the attrition rate during the first 3 months by 73.8%;
- develop a career path for agents to make it organized and scheduled from the day they join the company. That did increase the
Hello! 

I am Eugene and I have worked in the Support industry for the last 5 years. making my way from a Front line agent to Operations Manager I was able to get valuable experience at every step in my career to move forward.

During my last experience being an Ops Manager for over 2 years I was able to successfully lead a department of 148 employees. Over that time with a team of 17 Supervisors, we were able to: 
- create and implement a new Onboarding program for newcomers that decreased the attrition rate during the first 3 months by 73.8%;
- develop a career path for agents to make it organized and scheduled from the day they join the company. That did increase the number of promotions between agents by 57%;
- successfully implement a new position within the organization to support our agents in real time.

Also, I have made projections on possible volumes with the needed amount of stuff to cover based on the mathematical model of incoming requests with a queue.
Created a communication model with other departments in order to efficiently address customers' points of concern/ issues. 
Proactively managed departments operation, considering current circumstances and upcoming changes/product releases.
In my search for a new job, I am looking for a place that values employees' work-life balance, treats them as family, and makes sure everyone's voice is heard. I am confident that my experience will be beneficial to the company while I will be able to develop my skills. Additionally, I expect an environment where colleagues and management are open-minded and straightforward. Lastly, I would like a competitive salary to match my experience.