Контактна інформація

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Досвід роботи

Head of Support / Support QA Manager

з 02.2019 по 01.2024 (5 років)
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

з 09.2017 по 02.2019 (1 рік 6 місяців)
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

з 02.2015 по 08.2019 (4 роки 7 місяців)
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

з 09.2013 по 05.2016 (2 роки 9 місяців)
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

Освіта

Kyiv National Taras Shevchenko University

English and Russian language, Kyiv
Вища, з 2010 по 2012 (2 роки)

Master's degree

Kyiv National Taras Shevchenko University

English and Russian language, Kyiv
Вища, з 2006 по 2010 (4 роки)

Додаткова освіта та сертифікати

Neuro linguistic programming

2011, 6 months

People management, Laba

2019, 2 months

Знання і навички

• 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

Знання мов

• Англійська — просунутий
• Українська — вільно