Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20641858/

Work experience

Head of Support / Support QA Manager

from 02.2019 to 01.2024 (5 years)
Cleverr, Kyiv (IT)

I led a team of 20+ agents who worked with customers in English. I covered people management, quality, processes, and the financial side of the department.
Key achievements
- Intercom rollout: I chose Intercom to connect the website and messengers (e.g. WhatsApp) with a chatbot. I trained the team and finished the switch from live chat in one working week, with CSAT and AHT staying within KPI.
- Team Lead layer rebuilt: After a simultaneous mass resignation of Team Leads, I rebuilt the whole layer without CSAT dropping below 90%.
- Customer results: my team kept CSAT above 90% and the refund rate below 10%.
- QA system redesign: I rebuilt the evaluation system to balance customer satisfaction with quality and quantity, and designed a framework for the senior agent team.
- SOPs and knowledge base: I wrote and maintained SOPs, including new ones for redistributing tasks among teams and for launching Intercom.

Management responsibilities
- Full-cycle recruitment, onboarding, and adaptation of new agents
- Monthly quality evaluations for all agents and Team Leads
- 1-on-1 meetings, feedback, personal development plans, and 360° feedback
- A workshop for Team Leads on management and supervision
- KPI and bonus systems, budgeting, and payroll
- VIP service processes with the COO, and technical tasks for development teams

Customer Support Team Lead

from 09.2017 to 02.2019 (1 year 6 months)
Cleverr, Kyiv (IT)

I managed daily shift operations for a customer support team, from assigning tasks to following each order until the customer gave feedback. I communicated with customers in English and kept the team's atmosphere positive and productive.

Key responsibilities
- Shift management: I ran each shift and distributed tasks across the team according to workload. Dealt with complicated cases and demanding clients.
- Dealing with refund and chargeback requests.
- Order oversight: I followed orders through the whole cycle, from intake and processing to customer feedback.
- Team atmosphere: I kept the team motivated and collaborative during busy periods.
- Replaced Sales agent position on demand.
- Coaching new agents to help them quickly adapt to the processes and workflow.
- Gave feedback on team and each agent performance.
- Fulfilling daily shift reports on the shift results.

English teacher

from 02.2015 to 08.2019 (4 years 7 months)
Kyiv National University of Technology and Design, Kyiv (Education and science)

- Taught General English, Business English, and English for Technical Specialities (IT, biochemistry)
- Designed curricula and wrote methodological papers on language education
- Took part in national and international academic conferences in English and Philology
- Organised extracurricular activities and events for students

English tutor

from 09.2013 to 05.2016 (2 years 9 months)
Freelance, Remote (Education and science)

- Gave individual lessons to learners aged 9 to 40 at all levels
- Built personalised learning programs and found suitable teaching materials
- Developed adaptive teaching methods and individual coaching skills

Education

Kyiv National Taras Shevchenko University

English and Russian language, Kyiv
Higher, from 2010 to 2012 (2 years)

Master's degree

Kyiv National Taras Shevchenko University

English and Russian language, Kyiv
Higher, from 2006 to 2010 (4 years)

Additional education and certificates

Neuro linguistic programming

2011, 6 months

People management, Laba

2019, 2 months

Knowledge and skills

• Team management
• KPI Management
• Quality Assurance
• Coaching
• Staff training
• Knowledge base maintenance
• SLA management
• Onboarding for staff
• Operational management
• Budget planning
• Workload calculation
• ESat
• 1 on 1 feedback

Language proficiencies

• English — advanced
• Ukrainian — fluent