Position: Customer Support, Project Manager, Testing
Category: Support
English level: fluent
Years of experience: 10


I have extensive experience in customer service and support roles, which have allowed me to develop a strong skill set in managing customer interactions and leading teams. Here is a summary of my customer service experience:
From March 2016 to March 2018, I worked as the Customer Support Department Manager at Cloudbeds cloudbeds.com SaaS compamy. In this role, I was responsible for overseeing the day-to-day operations of the support team, setting goals, managing performance, and fostering growth among the coaches. I established a culture of operational excellence, ensuring that our team consistently provided the best possible resolutions to customers while meeting our Service Level Agreements (SLAs). As the point person for any issues or concerns, I addressed support team members' needs and provided guidance during shifts. I also prepared action plans, enforced quality customer support standards, and resolved any departmental issues or problems. Additionally, I prioritized my team members' career development, learning, and general well-being by delivering frequent feedback and coaching. Managing customer escalations and engaging in creative problem-solving were also part of my responsibilities.

During my tenure at Cloudbeds, I actively participated in the interviewing and screening process of new coaches, ensuring that we brought in qualified and dedicated individuals to the team. I was also responsible for resource allocation, including managing time off, scheduling, and ensuring adequate shift coverage. I had a keen eye for identifying trends in support and strategically adjusting manpower to meet the team's needs, often collaborating with teams in other locations for joint projects and initiatives. Creating and enforcing Key Performance Indicators (KPIs) based on individual and team performance was crucial in driving productivity and success. Furthermore, I took a hands-on approach, answering escalated calls and tickets alongside my team members when needed.
I have experience as a sales assistant at Payall it's a SaasS Fintech company payall.com, where I actively engaged in cold calling and processed incoming inquiries through the website. I also utilized various strategies, such as LinkedIn and email marketing, to identify potential clients and generate leads.
In terms of sales tools, I am proficient in using sales CRMs like HubSpot and Salesforce. 
Thank you for considering my application, and I look forward to discussing my qualifications further.