Customer Support Team Lead
Опыт работы
февраль 2025
- Creating a Customer Support Department in the company's new project and organization of all the department's processes
- Knowledge Base for the Department
- Knowledge Base for customers to be posted on the website
- Hired all the employees for the new team
- Education and mentoring of the team
- Testing of the employees
- Monthly evalutation of the team's work (KPI)
- Team management
- Cooperation with the dev team
- Refund requests from customers
- Chargeback from customers
март 2024
- English-speaking customers and partners
- Level 2 and 3 requests from customers and partners
- Management over Level 1-3 support teams
- Schedule-making
- Monthly department meetings
- Instructions for the team regarding new processes
- Improvement of communication between our team and other departments, finding better solutions for cross-department processes
- Evaluation of the support team's work, KPI statistics
- Team management in general
- Promotion of team members and their skills and knowledge development
- Structuring, forming and describing new processes for better work of the team and products of the company
август 2016
Technical support of clients, help with technical problems, connection between clients and other departments of the company.
октябрь 2012
Practice in testing, writing grammars for Tomita-parser
Обо мне
Interests: IT, languages, literature, sports, music. I am a communivative, hard-working person. I like learning new information and I am able to keep it in my mind and use it properly in my work. I've been working as a Support specialist for almost 9 years and have been managing the biggest department in my company for almost 7 years. I receive lots of positive feedback on my work and my leadership skills from my team and from top-managers of the company. The best thing in my work is to solve the issues of our customers and to see my team members grow and develop their knowledge and skills.
Образование магистр
Знание языков
Дополнительная информация
- Время в пути до работы
- Не более часа