Position: Head of support
Category: Support
English level: fluent
Years of experience: 0

Apple Certified Support Professional 
Advanced knowledge in Sales Force,CRM,Jira,Confluence
Lead of the Support Team (Calls,Chats,E-mails - 24 Agents)
 - Department communication and teamwork setup
- Hiring, training, and terminating Customer service agents;
- Creating plan of development for the department; 
- Statistical analysis (KPI reports);
- Salesforce and Zendesk report creation and analysis;
- Participating in product research;
- Creating and updating knowledge base (Confluence);
- Implementation of quality assurance methodology and bonus system;
- Planning, organizing, coordinating, assigning, and evaluates the activities of the Support staff; 
- New features and improvements research and implementation.
 - Developing workflow funnels, regulation documents, workscripts
 - Monitoring and analyzing operational performance of the Department