Position: Support Quality Lead or Head of Support, Support Team Lead
Category: Support
English level: fluent
Years of experience: 11

Previously I have been working for 12 years in UVOTeam company, where:
- I have created checklists for quality control of support team
- Integrated WOW effect into communication with the clients 
- Created trainig program for support onboarding and continuous education
- First online workshop for 65 support agents during pandemic 
- In 2019 participated together with the team of 5 people in European Call Center and Client Support Awards,  Best Quality Management Team category. We were graded as "Highly Commended"
- Created and constantly changed for good the testing process of support team  
- Integrated tone of voice for communication of quality team with the support team 
In numbers:
Quality Checks: team average score 92% during 2019‐2020 vs. 85‐89% during 2016‐2018
Semiannual Tests for Senior Support: team average score 85% in Spring 2020 vs. 72‐78%
during 2016‐2019
New Employees Trainings and Adaptation: came to first training/passed probation period
score is kept in range 93‐100%
Chat Satisfaction Level: 89% in 2020, it was 85% at average during 2019
Phone Satisfaction Level: 90% in 2020, it used to be 88% during 2019

Working in CEX.IO:
Achievements: 
• organized clearing-out days to deal with a big back log of the 
tickets in the queue (Mar - April 2020)
• implemented quality check flow for the team to make it 
transparent and effective (March 2020)
• presented new Communication Standards to the team (April, 
2020)
• took off the On-boarding of new support and created Quality 
Coach position for this purpose within the team (Sep, 2021)
• hired new support along with Head of Support (Kyiv, Orlando)
• started monitoring of CSAT, providing constant feedback support 
team on this subject
• CEX.IO Awards winner
Currently I am combining 2 positions in CEX.IO - Support Quality Lead and I work in Compliance Monitoring Team. 
I am a manager of 3 Quality Control Specialists and 1 Quality Assurance Compliance Manager. I have been introduced to CEX.IO by a friend and the company hired me for building new procedure and processes within support oriented to raise the quality of the service. 
I have been doing it together with the team for more than a year already by creating new scorecards, introducing new transparent process of giving feedback to support team, monitoring CSat, educating support. 
The new onboarding process was applied to the team in Ukraine and to Orlando, FL team. Together with 2 Quality Coaches we've worked on continuous improvement of knowledge base of support.
At this moment the company is going through "crypto winter" and the resources for hiring, developing, educating the team are very limited. Therefore, I am looking for Support Team Lead, Head of Support, Team Lead, Support Quality Lead positions, where I can apply all the skills and share my knowledge of customer support and client services.
- Interesting, wholesome service or product
- Team/Company that is ready to work with pleasure and reach the goals together
- Flexible schedule 
- Company that is ready to change what is outdated and be creative in what it is doing for good