Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 4

Full administration of Zendesk ticket system,
Implementing Answerbot service in Zendesk
Administration and rebuild Fonality system 
Communication with the team, implementing new scheduling based on report analyzes.
Create motivational programs.
Apple Team Leader  (Apple Ukraine)
07.21 - (current time)
Consistently exceeded sales targets, achieving a +20% YoY sales increase.
manage the virtual team knowledge and motivation 
Arrange the processes from the very beginning of the Apple team in Ukraine.
Bring an new idea of a new type display for the market based on client needs and partner ability 
Create strong relations with partners and the teams to reach company needs
Research on the market and providing analytical feedback on a market needs to increase the sale
Maintained regular contact with Apple Operations to ensure smooth order and delivery process.
Arrange sales meetings with store managers to discuss inventory levels and restocking requirements as per planned call cycle activity
Arrange and conduct Quarterly Reviews with Store, Area or Regional management to discuss the performance of the store and the plans for growth in future quarters
Maintain an excellent sales, product and service knowledge at all times in order to deliver the best customer solution; use this knowledge to cross-train virtual team members
Seek to be an adviser and leader in an area of specialization and become a peer leader for the region
Assist with in-store training presentations to educate customers on the latest in innovation and total solutions; deliver in-store seminars on Apple specific products and solutions
Coach, train and develop staff members within the assigned location to advocate the features and benefits of Apple’s products and services. Develop skill-sets and behaviors which will allow them to bring these to life in a sales interaction with customers every day

Head Of Customer Support (Orderry)
01.20 - 07.21
set up support and retention team
create standards, workflow, schedule, rules, and regulations.
set up VoIP system, messaging system (intercom)
manage support and retention team (task, schedule)
create the standards and regulations for the retention team
create the workflow for the retention team from the very beginning and bring the statistics lower than industry standards (3,5% industry average) (2.5% current)
responsible for the development of new markets. Western Europe and America.
communicate with executives on a daily basis, and help to develop product fit to different markets.
communicate with the clients and take the interview regarding clients needs
 make a research on new markets

 
CS Supervisor
O8.18 - 01.20
Ability to learn something new
Participate in a new, great, interesting project
To have the ability to grow professionally
will be great to participate in something game-changing
Traveling is an advantage 
Do not want to work in financing Forex like or Gambling systems