Position: CS Senior Trainer, L&D Senior Manager
Category: Support
English level: upper
Years of experience: 7

1) Built CS departments from scratch for:
- Domain names/hosting company
- Gamedev company
2) Prepared customer-care events for staff myself and with invited speakers
3) Taught over 300 employees, ~half of them occupy high level positions now
Looking for a Senior CS Trainer or L&D Manager position.

Expertise for existing CS depts:
- Analyse existing CS structure, workflows, KPIs
- Define desired CS goals, strategy, KPIs
- Prepare global development plan for CS division
- Prepare individual development plan for each agent
- Prepare training materials for each step
- Evaluate agents' performance and prepare reports for managent

In addition:
- Prepare workflows on how to work with VIP customers 
(experience - US and EU region)

Expertise for companies with no CS depts:
- Analyse business needs
- Prepare a plan to create a "turnkey" CS dept

What I can improve in existing staff:
- Soft/hard skills
- Customer care and communication skills
- Information Security awareness

What I use:
- Adult learning techniques
- Gamification
- Personal approach for each employee

Once I have your staff trained, you get:
- Increased customers' loyalty via perfect support experience
- Increased CSAT, FRP, ARP in particular

Previous experience: CS agent, shift manager, CS trainer, Senior CS Trainer, CS Trainers' TL
Software: Jira, Confluence, Slack, Microsoft Office, Miro, Zendesk, Kayako, etc.
Interesting projects, challenging tasks ;)