Контактна інформація

Шукач вказав телефон та ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/10480764

Досвід роботи

Premium Client Manager

з 11.2023 по нині (6 місяців)
Skelar, Київ (IT)

- Established VIP support services from the ground up, including implementing necessary CRM systems, designing team structures, and developing cross-department workflows to ensure seamless collaboration.
- Spearheaded risk management initiatives, overseeing high-risk cases related to refunds and legal inquiries from VIP clients.
- Enhanced engagement with VIP clientele through the implementation of various creative outreach strategies.
- Founded and led a dispute resolution team focused on addressing user complaints and inquiries, as well as managing risks such as refunds and chargebacks.

Moderation Team Lead

з 05.2023 по 11.2023 (6 місяців)
Skelar, Київ (IT)

- Restructured and optimized the Moderation Team for improved efficiency and alignment with business objectives.
- Redesigned the quality control system, resulting in a 2.2 increase in team quality rate within three months.
- Implemented capacity optimization strategies to ensure the team consistently met deadlines and delivered results efficiently.
- Managed a team of 13 individuals, conducting one-on-one meetings and providing mentorship and support.
- Developed a comprehensive risk management process for handling user complaints and inquiries.
- Led the hiring process

Customer Support Shift Lead

з 11.2022 по 04.2023 (5 місяців)
Skelar, Київ (IT)

- Oversaw customer support shifts, managing support, billing, and technical agents to ensure smooth operations.
- Provided assistance to support agents in resolving complex client issues and escalated cases.
- Led a team of four support agents, achieving top performance within the department.
- Established a mentoring program where senior agents mentored junior agents, fostering skill development and team cohesion.
- Managed high-risk cases and communicated effectively with clients to resolve issues promptly and satisfactorily.
- Was involved in the recruitment process for support agents, conducting interviews and hiring sessions.
- Conducted one-on-one and team meetings to provide guidance, address concerns, and ensure alignment with team goals and objectives.

Customer support representative

з 02.2022 по 11.2022 (9 місяців)
Skelar, Київ (IT)

- Provided exceptional customer support via chat, phone, and email channels, focusing on issue resolution and customer satisfaction.
- Maintained consistently high-quality rates and exceeded KPIs consistently, ranking as a top performer within the team.

Знання і навички

Знання мов

• Українська — вільно
• Англійська — просунутий