Position: Support, Support Management
Category: Support
English level: fluent
Years of experience: 3

Ability to learn. In the first 6 months on my previous job, I achieved what many could not do in years. I had been top 1 in terms of KPI for six months straight at some point in 2019 (with ~20 people on the team).
--1 year Dispute Manager, Hexa LLC, Kyiv
Processed service complaints and refund requests from clients and contractors. Oversaw the work quality and discipline of contractors. Analyzed fraudulent activity and refund statistics and implemented prevention procedures. 
--1.5 years Customer Support Team Lead, Hexa LLC, Kyiv
Acted as shift lead – assessed the shift workload, distributed tasks, oversaw the work process and discipline. Assisted clients in complicated situations and processed incoming complaints. With the workload of over 800 customer contacts per shift, kept the average request processing time under 3 hours. Participated in onboarding and assessing new support agents.
--6 months Customer Support Representative, Hexa LLC, Kyiv
Assisted customers over messaging system, phone and chat. Processed orders in the internal CRM, oversaw the order process – incoming order – assigning an executive – quality check before delivery – assisting with necessary adjustments. Can process extreme workload – up to 250 customer contacts per shift.