Position: Head of customer support
Category: Other
English level: upper
Years of experience: 4

Made my way from regular support agent to head of department;
Significantly improved all main KPI of customer support department;
Restructured department and optimized current processes;
Rerworked coaching/onboarding program what increased it's effectiveness;
Designed and implemented essential featers in inhouse CRM system.
Extensive experience working with foreign clients;
Set up and work with billing systems (2checkout, PayPal, Plimus), fraud verification and control;
Creating manuals, knowledgebases, Q&As and educational materials;
Interviewing and coaching people;
Guiding employees’ actions by researching, developing, writing, and updating procedures, methods, and guidelines;
Worked on creation and maintenance of inhouse CRM system; releases planning; bugs reporting;