Customer Support Team Lead - 24463

Posted more than 30 days ago

Specialization: Support Project Manager Team Lead Others

Open to offers now

2 000 $

Ukraine

Kyiv

More than 5 years

Advanced/Fluent

Considering options

Full-time office work

Part-time work

Remote work (full-time)

Freelance (one-time projects)

Relocate

As an accomplished professional with over 5 years of experience in the Customer Service sphere, I have thrived in process management and team building, delivering exceptional results and fostering a collaborative work environment. My passion for providing top-notch customer experiences has been the driving force behind my success, and I am eager to bring my skills and expertise to a dynamic organization that values innovation and excellence. Let's collaborate and make a positive impact together!

CRM

• Zendesk

• Jira

• Notion

• Trello

• Salesforce

• Solid

• Miro

• Google docs and sheets

• Worksection

• Canva

COURSES

• Leadership Intensive, Genesis

• Soft Skills School, Genesis

• Business Analysis & Process

Management, Coursera

Education

KNUTE

Bachelor

Specialty: Banking

September 2014 - June 2018

National Pedagogical Dragomanov University

Bachelor

Specialty: Psychology

September 2021

Experience

Customer Support Agent

NDA

November 2019 - November 2020

• Processing incoming calls, chats, tickets in Zendesk (billing, technical, moderation, services issues, etc.);

• Updating customer information in the customer service database after each request;

• Working with other departments in order to resolve a client's issue;

• Turning frustrated clients into repeat customers, working with objections.

QC Training Manager

NDA

November 2020 - January 2022

• Regular evaluations of Customer support reps work (chats, tickets, calls in Zendesk);

• Onboarding of new CSRs;

• 1-to-1 with CSRs;

• Coach sessions for improving CSRs' performance;

• Optimization of working processes inside the QC team;

• Organization and conducting of trainings;

• Writing/editing articles in the Knowledge base;

• Setting and reaching personal goals.

QC Team Lead

NDA

February 2022 - June 2023

• Implemented KPI and quality control processes from scratch for the support team, billing team, and other project niches;

• Built and managed a team of 16 people;

• Increased first reply time in chats from 75 seconds to 30 seconds;

• Increased CSAT from 70% to 92%;

• Established training and onboarding processes for the support team;

• Implemented process automation and AI into the support and quality teams' processes;

• Established communication with the marketing team to optimize traffic and inquiries coming into the chats.

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