Tetiana

TETIANA MALA

Dnipro, Ukraine
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SUMMARY Experienced Head Of Chat Customer Support with 8 years of management
experience. Passionate about implementing, developing and maintaining high quality
standards of customer support. My main value is people, and I am convinced that a
personal approach is the key to the success of the team. Looking for opportunities to
develop and apply my skills in a company whose values coincide with mine.

PROFESSIONAL Head of Customer Support Chat Department ​ Apr 2021 – Present
EXPERIENCE Poster Point of Sales, Ukraine, Dnipro ​​

●​ Expanded the department from 12 to 29 employees, building and leading 3
teams that improved service coverage and response capacity.
●​ Maintained CSAT above 96%
●​ Scaled chat operations to handle up to 25000 requests per month while
maintaining an average response time of 2–3 minutes, exceeding industry
benchmarks.
●​ Oversaw workload distribution, team scheduling for 24/7 coverage, and
adaptation of managers to changing business needs.
●​ Developed load and hiring forecasting methodologies to ensure sufficient
resources for handling incoming inquiries.
●​ Implemented premium chat and phone support for high-value customers,
improving client satisfaction and retention.
●​ Wrote department standards and created position profiles for all roles,
clarifying responsibilities and career paths.
●​ Developed performance matrices and appraisal frameworks for L1 Agents
and Team Leads, aligning evaluations with KPIs.
●​ Introduced a grading and career development system that accelerated
managers’ growth.
●​ Applied strategic HR tools such as the 9-box grid and engagement surveys to
assess talent potential and drive employee engagement.
●​ Oversaw customer service operations, handled escalations, and
implemented strategies to improve satisfaction.
●​ Introduced call/chat tagging for data analysis, enabling actionable feedback
for product improvements.
●​ Led OKR-driven projects to align departmental goals with company strategy.​
 Customer Support Team Lead ​ Mar 2018 – Apr 2021
Poster Point of Sales, Ukraine, Dnipro ​​

●​ Managed a team of 6-8 CS specialists who helped customers via live chat.
●​ Stuff hiring, onboarding and training​ ​ ​ ​ ​ ​
●​ Wrote answer snippets, created schedules, developed and implemented
KPIs.
●​ Analyzed customer support quality indicators (CSAT, NPS, QAS, FRT, ART).​
●​ Performed chat quality control and provided feedback to team members​
●​ Interacted with product, marketing and development teams.​
​ ​ ​ ​ ​ ​ ​ ​ ​ ​
Customer Support Manager ​ Jan 2017 – Mar 2018
Poster Point of Sales, Ukraine, Dnipro ​​

●​ Provided customer support, pre-sales and post-sales assistance via email,
live chat and by phone.
●​ Maintained customer relationships to ensure customer satisfaction and
retention.​ ​ ​

EDUCATION Master in Finance and Accounting
Kharkiv Bank University, Kharkiv
Master’s degree with honors

LANGUAGES Ukrainian - Fluent
English - Upper-Intermediate

●​ Team Leadership and Management
●​ Recruiting & Hiring
ADDITIONAL
●​ KPI Development and Implementation
SKILLS
●​ Coaching & Mentoring
●​ Project Management and OKRs
●​ Communication and Negotiation
●​ Data Analysis and Reporting ( Looker Studio)
●​ Tools: Trello, Notion, Google Sheets, Intercom, HubSpot, PeopleForce,​
Bamboo HR