Customer Support / Support Team Lead / Support Department Manager
Привіт! Шукаю можливість працювати в customer support або керувати командою/відділом сапорту (бажано англомовного). Роблю це давно і якісно. Більше про досвід - нижче. З радістю поспілкуюсь і відповім на питання!

Dispute Resolution 08.2019 – present
Reviewing and resolving service complaints and refund requests (with the goal of continuing the cooperation with the client in the future). Monitoring fraud activity, designing and introducing fraud prevention policies.

Top Rated Translator | Upwork 
2015 – present
100% Job Success Rate

Tour Guide | Deinde
10.2018 – 11.2019
Lead guided tours (up to 50 people) to remote locations in Ukraine. 

Support Dept. Manager
01.2016-08.2018
Managed a Customer Support Department that included a 30-agent Support Team and a 20-people QA Team

Support Team Supervisor
06.2015-01.2016
Monitored the work of a 15-agent Support Team
Sent personal work reports 
Conducted training for interns 
Oversaw the hiring of freelance employees
Reviewed and resolved refund requests

Support Team Agent 
03.2014-06.2015
Supported clients and freelance employees over phone, live chat, and internal messaging system. 
Oversaw the order process through a CRM-system: accepting the order -> assigning an executive -> checking the completed project for correspondence to customer’s requirements -> dealing with complaints and changes (if any).
My dream is to make all customer support teams in the world professional, client-friendly, organized and just awesome :) 

But seriously, I love customer support and I understand how important proper communication with clients is for a company. 
Best job - helping clients myself or leading a team that does it. I'd love to work with a team that values the product they serve and gives the best to their clients. 
I'd strongly prefer to use English in my work.
Transformed a 15-agent support team of a small start-up into a fully functional Customer Support Department, including: 
setting up the process of agent hire and training;
creating, writing, and implementing all procedures and policies;
introducing and training new positions as the department grew;
designing and introducing KPIs and half-year reviews.
Transformed a 15-agent support team of a small start-up into a fully functional Customer Support Department, including: 
setting up the process of agent hire and training;
creating, writing, and implementing all procedures and policies;
introducing and training new positions as the department grew;
designing and introducing KPIs and half-year reviews.
Привіт! Шукаю можливість працювати в customer support або керувати командою/відділом сапорту (бажано англомовного). Роблю це давно і якісно. Більше про досвід - нижче. З радістю поспілкуюсь і відповім на питання!

Dispute Resolution 08.2019 – present
Reviewing and resolving service complaints and refund requests (with the goal of continuing the cooperation with the client in the future). Monitoring fraud activity, designing and introducing fraud prevention policies.

Top Rated Translator | Upwork 
2015 – present
100% Job Success Rate

Tour Guide | Deinde
10.2018 – 11.2019
Lead guided tours (up to 50 people) to remote locations in Ukraine. 

Support Dept. Manager
01.2016-08.2018
Managed a Customer Support Department that included a 30-agent Support Team and a 20-people QA Team

Support Team Supervisor
06.2015-01.2016
Monitored the work of a 15-agent Support Team
Sent personal work reports 
Conducted training for interns 
Oversaw the hiring of freelance employees
Reviewed and resolved refund requests

Support Team Agent 
03.2014-06.2015
Supported clients and freelance employees over phone, live chat, and internal messaging system. 
Oversaw the order process through a CRM-system: accepting the order -> assigning an executive -> checking the completed project for correspondence to customer’s requirements -> dealing with complaints and changes (if any).
My dream is to make all customer support teams in the world professional, client-friendly, organized and just awesome :) 

But seriously, I love customer support and I understand how important proper communication with clients is for a company. 
Best job - helping clients myself or leading a team that does it. I'd love to work with a team that values the product they serve and gives the best to their clients. 
I'd strongly prefer to use English in my work.