Контактная информация

Соискатель указал телефон и эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/7984527

Опыт работы

Customer Support Lead

с 02.2022 по наст. время (2 года 4 месяца)
GRAVITY, Київ (IT)

Key responsibilities:
- Monitoring performance and leading 3 CS teams (1st/2nd lines, management) to achieve KPIs;
- Developing KPI system for CS agents and managers;
- Evaluating customer feedback and identifying ways to maximise customer satisfaction through measuring CSAT, NPS;
- Integrating service desks in order to improve CS service and product overall (LiveAgent/Zohodesk);
- Producing efficiency reports to higher management;
- Planning team rotas to make sure that there is sufficient cover at all times.

Customer Support Team Lead

с 12.2019 по 02.2022 (2 года 2 месяца)
LTD “Business Unicum”, Київ (Фінанси, банки, страхування)

Key responsibilities:
- Mentoring and leading a team of 20 agents in their professional customer care assistance;
- Monitoring phone calls/emails/chats to measure quality, and make recommendations for improvement;
- Training and supervising 10+ customer service representatives;
- Handling customers' requests to speak with a supervisor. Escalating these calls as necessary to bring the issue to a positive outcome;
- Preparing weekly/monthly reports, including any problem areas in the department requiring attention and suggestions on how to resolve these issues.

Team Leader (CS projects)

с 10.2018 по 12.2019 (1 год 2 месяца)
Mindy Support, Київ (IT)

Key responsibilities:
- Collaborating with the Marketing team and clients directly to ensure that customers' needs are met;
- Training new employees in company policies, procedures, and ethics;
- Developing training programs and weekly/monthly tests for CS team;
- Handling escalated calls, complaints, questions and queries or overflow as necessary;
- Developing reports that track customer complaints, inquiries, and problems to help identify areas where improvements can be made.

Customer Support Manager

с 11.2017 по 10.2018 (11 месяцев)
LTD “Business Unicum”, Київ (Фінанси, банки, страхування)

Key responsibilities:
- Resolving service issues by clarifying customers' complaints; determining the root cause of the problem; supporting the customer to carry out the correction or adjustment and following up to ensure successful resolution has been reached;
- Providing accurate, valid and complete information by using the right methods/tools;
- Handling complaints, provide appropriate solutions and alternatives within the time limits and following up to ensure a successful resolution.

Supervisor

с 02.2016 по 11.2017 (1 год 9 месяцев)
FULL CONTACT, Київ (Маркетинг, реклама, PR)

Key responsibilities:
- Line management of a team of 15 promotional staff;
- Recruitment of all promotional staff;
- Planning of promotional activities;
- Quality control of staff promotional activities;
- Carrying out staff training and development.

Образование

Oles Gonchar Dnipropetrovsk National University

Philologist-researcher of the Ukrainian language, University lecturer, Київ
Высшее, с 2009 по 2015 (6 лет)

Дополнительное образование и сертификаты

Coursera online course "Project management: principles and practices"

2021

Знания и навыки

Знание языков

Английский — выше среднего