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

- From June to September of 2018 grown from Support Manager to Senior Support Manager;
- Increased portfolio service coverage from 50 to 85%;
- Increased a retention percentage from 80 to 85%; 
- Initiated implementation of two new services which are covered 15% of the whole company portfolio.
5 years experience in customer-facing roles
from call-center agents to team-leader position 

Last 4 years worked in Yoola, YouTube MCN 
started as Customer Support Manager and finishing as Strategic Partnership Lead 

Main responsibilities through the years: 
- Build and led a team of Strategic Partner Managers; 
- Organized onboarding process; 
- Built relationships with key 80 partners of the network;
- Provided operational support for partners on internal platform and YouTube; 
- Improved service quality results by studying, evaluating, and re-designing processes; 
- Worked with partner complaints and desires; allocated requests to needed departments; 
- Searched and offered optimal solutions to the partner, in connection with the issue; Made weekly reports.