Особисті дані приховані

CONTACT INFO
ARTEM TOKAR Phone number: [відкрити контакти](див. вище в блоці «контактна інформація»)
E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
HEAD OF SUPPORT, OPERATIONS MANAGER LinkedIn: Artem Tokar
Telegram: @at_thehorizon

Overview
Over 7.5 years of experience in Technical Support / Customer Services, with 6 years in leadership roles. Throughout my
career, I have managed diverse teams ranging f rom 2 to 65 members across both in-house and BPO environments,
leveraging product ownership competencies to drive service development and improvement

EXPERIENCE SKILLS
Clario Tech FZCO Languages:
English (fluent)
Apr 2021 - Present
Ukrainian (native)
Tech Support Lead Predictive Modelling
Currently, managing a team of Team Leads and an Operational Coaching experience:
Excellence Manager Conducted a workshop on Teamwork in the
Development Division Project
Position responsibilities are the following: Project Management
Strategic planning B2B Communications
Setting up strategic and tactical goals & tasks Advanced usage of macOS & Windows
Conducting strategic and retro sessions for Team Leads Work with services / platforms
and OpEx Manager Google Sheets (advanced user)
Product and project management Salesforce (work with reports/dashboards)
Work with both BPO and In-House Projects LogMeIn (work with reports)
Create MVPs of new services. Conduct tests Jira, Trello
Drive continuous service improvement through MS SharePoint, Confluence
disciplined project and task management Workday / CultureAmp
Cross-functional collaboration with other departments Miro
(Sales, Billing, HR, Quality Control, Compliance, IT
Support, etc.)
Analytics and reporting
EDUCATION
Monitor and analyse key performance indicators Academician Yuriy Bugay International Scientific
Provide reports for the top management
and Technical University (Sep 2022 - Jun 2025)
Perform a complete audit of processes related to service
Bachelor's degree in Management
Workforce management
Conducting performance and salary reviews, one-to-one
sessions Lutsk Technical National University (Sep 2020
Traffic prediction - Jan 2022)
Staffing & schedule planning Master’s degree in Computer Science
Utilization rate management
Work with bonus and motivation systems
Lesya Ukrainka Volyn National University
Payroll fill out
Hiring (Sep 2016 - Jan 2020)
Set up and improve the worldwide hiring process Bachelor's degree in Applied Linguistics
Set up and improve onboarding / newcomer preparation
processes
Hire candidates for Team Lead and Support Agent COURSES / WORKSHOPS
positions
Set up new roles according to the needs of service / Advanced Management School by MindForce
company (May - Jun 2024)
Leadership competencies
Mar 2020 - Apr 2021 Effective 1-on-1 meetings
Tech Support Team Lead Coaching practices
Cover a team that work with two projects (basically, two sub- Drexler-Sibbet Model
teams) Driving performance through motivation and mental
resilience
Work with the team’s key performance indicators
Ensure the high level provision of a service during the work
shifts
Conflict Management Workshop (Mar - May 2024)
Newcomer agents onboarding Theory of conflicts and conflict management
Workflow and processes enhancing Practical work between teams on real conflicts
Utilization rate calculation
Facilitation Basics (Dec 2023)
Work with reports and dashboards
Holding effective meetings
Brainstorm practices
Jul 2018 - Feb 2020
Tech Support Representative
Provide high-class service to customers and meet key
performance indicators benchmarks
Resolve and handle customer requests
Troubleshoot software-related issues (macOS, iOS, Windows,
Android)
Give fast feedback about the software issues
Help Team Lead to manage a team