Position: Customer Support Representative
Category: Support
English level: upper
Years of experience: 1.5

My achievements at the previous company are:

1) Composing and implementing 6 policies and procedures within the CS Department;
2) Completing 2 files of recommendations on mental and physical health;
3) Improving the probation period process for CS newcomers;
4) Establishing the workflow for handling engineers’ requests;
5) Enhancing the process of writing shift reports;
6) Initiating the practice of departmentwide birthday celebrations.

During my role as a team lead, my team had 3 promotions (one person advanced to a Team Lead, one - to a Trainee, and one more became an Assistant), as well as one employee was assigned to an L2 task.

The Team led by me has consistently produced one of the best KPIs. 

As per the anonymous survey, my team members were legitimately satisfied with the work environment and management.
Hello! I'm Kate, and I would like to work in Customer Support because I truly enjoy the interaction with people and find no problem answering even the most trivial questions.

Ring Ukraine

May 2018 - Present
Technical Customer Support Team Lead

November 2017 – May 2018
Technical Customer Support Agent

- Ensuring the best quality of service provided for our clients;  

- Collaborating with the Development Team on issues escalation;

- Managing the Team (monitoring KPI performance; addressing disciplinary and performance problems; creating a positive working environment; team members development);

- Carrying out HR tasks and requests within the CS Department (policies, procedures development and organization, interviewing candidates to the Customer Support Agent position, managing the probation period processes, taking care of difficult situations due to the conflicts).

Colonnade Ukraine, Kyiv 
March 2016 – November 2017 
Manager of Administrative Department

Grooming Pets, Kyiv 
December 2015 – December 2016 
Assistant Manager

TAS insurance group PJSC, Kyiv 
May 2015 – March 2016 
Coordinator of Underwriting and Reinsurance Department

Allianz Ukraine, Kyiv 
November 2013 – March 2015 
Leading specialist of Insurance contracts in stocktaking and controlling Department
I want to find a job which gives me the opportunity to assist customers through email or chat.