Position: Customer support (Team Lead / Representative)
Category: Support
English level: fluent
Years of experience: 2

As a customer support specialist, I had one of the highest effectiveness rates among all the team members. I also contributed to internal and external knowledgebases by creating several internal articles.
As a Team Lead, I was able to manage a team of 30 agents in total (3 supervisors and 1 QA manager). Increased team's productivity and was keeping business attitude 24/7, 365.
03/2018 - 07/2018, Cancelon (OTA), Customer Support Representative
Handling customers' queries via calls, chats and e-mails.
Communication on B2C (customers) and B2B (partners) levels.

06/2018 - 02/2019, Cancelon (OTA), Shift Supervisor/Manager
Assigning work between agents, handling higher priority & complexity cases, team briefing.
Continuing handling customers' queries with higher priority.

01/2019 - 03/2020, Cancelon (OTA), Customer Support Team Lead
Taking care of scheduling & administrative office matters for a team of 30 agents, 24/7. Keeping track of internal & external reports. Conducting team training and carrying out management meetings, as well as strategic plannings. Optimizing staff's personal needs and concerns. Continuing working with customers with high priority cases.
I would love to find a company that encourages self-development; offers possibilities for internal transfers; and recognizes contribution, skills, and achievements.