Position: Customer support team lead / Account manager
Category: Support
English level: upper
Years of experience: 2

Achievements:
-  Achieved consistent #1 or #2 rankings in monthly metrics, including number of resolved cases, and customer satisfaction rate.
- Achieved the role of Support Lead: led the team and was in charge of mentoring/coaching newcomers.
Work experience:
04/2021-12/2021: Customer support representative (iGaming)
01/2022-06/2022: Support team lead 
- resolving customer complaints via phone or e-mail;
- verifying account information
- cancelling or upgrading customer accounts;
- suggesting solutions when a product malfunctions;
- handling product recalls;
- persuading customers to reconsider cancellation;
- utilizing computer technology to handle high call volumes;
- resolving customer issues via e-mail;
- helping customers with technical issues such as not working website, not ability to change some technical features, changing rosters, departure times and schedules;
- testing issue that users used to have while opening cashier/3ds authentication page;
- helping users with issues like not working website, helping customers with step by step instructions how to set up the payment;
- be on short hand with developers;
- setting the accounts;
- Communicate effectively with users and address issues rapidly and fully, either on your own or by pulling in other relevant parties and seeing the problem through to its full resolution.
08/2022-04/2023: Account manager (iGaming)
- Providing proper support quality to all the clients using different communication channels;
- Working closely with customers as a first level of assistance to set up platform for them;
- Communicating directly with clients, answering all questions and support requests;
- Maintaining close relationship with existing clients, providing them with any support they need to help them reach their monetary goals;
- Supporting clients during technical maintenance and technical incidents. Including incidents on the third parties’ side
- Supervising clients' accounts;
- Responsibility for helping and answering clients queries via e-mail and live chat;
- Updating CRM with all relevant client details during the integration process, including update contact people details, and any other relevant information and with monthly updates;
- Assisting with high severity requests or issue escalations as needed
Looking for a stable on-site or remote job with the opportunity of career development.