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Контактная информация

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Опыт работы

Customer Support Team Lead

с 11.2022 по 11.2023 (1 год)
LTD, Київ (IT)

— Created the relevant CS sub-department from scratch.
— Improved the CS structure and workflow.
— Systematized the communication with the regular and VIP users.
— Raised the chats quality and KPI results.
— Mentored and assisted the agents in resolving some complicated cases.

Customer Support Team Lead

с 09.2020 по 08.2022 (1 год 11 месяцев)
BetBull, Київ (IT)

— Monitored the workload and assigned the shift duties.
— Supervised the Shift Managers.
— Created and conducted the trainings, presentations, announcements.
— Interviewed/onboarded the newcomers.
— Imrpoved the QA and KPI systems, set up the relevant policies.
— Reviewed the agents’ chats and provided a detailed feedback.
— Cooperated with the other depts. to ensure the CS interests and needs are met.
— Helped the agents to resolve some complicated cases.
— Improved the bonus abuse/fraud prevention processes.
— Created the chat shortcuts/ticket macros, implemented the chatbot, dealt with Zendesk settings.
— Created/edited the Help Center articles.
— Made sure the agents were informed about the new product features.
— Shared the ideas on improving the product/workflow with the higher management.
— Processed the users’ complaints as per the complaints procedure. Took decisions on refunds/compensations.
— Prepared the monthly performance reports.
— Adjusted the agents’ schedule, tracked the vacation days/sick leaves balance.
— Replied to App Store/Google Play/Trustpilot reviews.

Customer Support/Risk, Fraud & Payments Agent

с 06.2019 по 09.2020 (1 год 3 месяца)
BetBull, Київ (IT)

— Processed the live chats and tickets/emails via Zendesk/Intercom/Gmail.
— Created Jira tickets for bugs/B2B requests on bet settlement etc.
— Moderated in-app chat rooms.
— Made internal escalations to the marketing/safer gambling/product teams.
— Processed the withdrawal requests, verified the documents, identified the signs of fraud.

Образование

Borys Grinchenko Kyiv University

English Translator, Teacher of Higher Educational Institution, Київ
Высшее, с 2017 по 2018 (1 год)

Donetsk Law Institute

Law, Кривий Ріг
Высшее, с 2016 по 2017 (1 год)

Donetsk National University of Economics and Trade

Tourism Manager, International Tourism, Кривий Ріг
Высшее, с 2012 по 2016 (4 года)

Знания и навыки

Знание языков

• Английский — продвинутый
• Украинский — свободно
• Русский — свободно

Дополнительная информация

Experienced CS Team Lead who managed several teams of ~30 agents in cooperation with the higher management and contact with the marketing/product/tech/financial depts.
Dedication to the projects and a deep knowledge of the relevant industries allows me to ensure the users’ satisfaction and loyalty, maximizing the products revenue.