Customer support manager

Zhytomyr, Kyiv · $750 · 7 years of experience · Advanced/Fluent

I got 7+ years experience in IT marketing and sales, so I understand customers’ painpoints and like to help them resolve problems judging by their business standpoints. My objective is to work in a highly professional team, share my skills for improving of company processes in every level. I’m a very easygoing person, always ready for reasoned argumentation meetings with my team. I totally understand that every manager has his own vision of the workflow so am ready to work in selected direction and could sometimes give recommendations based on previous experience if needed. Skills: marketing, sales methodology, recruitment, minor website administration, highly developed communication skills, problem solving, high speed of mastering new skills

English, Support, Customer service, Good communication skills, Ability to learn quickly, CRM, helpdesk, Team management, Troubleshooting, умение оперативно реагировать в нестандартных ситуациях, Communication Skills, Customer care, Account Management, client communication, Problem Management, Product support, Customer Care, Team Building

Построение и обучение команды продаж Разработка маркетинговых кампаний Выстроенные долгосрочные отношения с клиентами Прописанные PR кампании Внедрённые процессы продвижения компании

Популярные технологии Интересные долгосрочные проэкты Грамотный менеджмент Карьерный рост Иностранные клиенты


Customer support (Team Lead / Representative)

Bud'-jakij, Kyiv · $900 · 2 years of experience · Advanced/Fluent

03/2018 - 07/2018, Cancelon (OTA), Customer Support Representative Handling customers' queries via calls, chats and e-mails. 06/2018 - 02/2019, Cancelon (OTA), Shift Supervisor/Manager Assigning work between agents, handling higher priority & complexity cases, team briefing. 01/2019 - 03/2020, Cancelon (OTA), Customer Support Team Lead Taking care of scheduling & administrative office matters for a team of 30 agents, 24/7. Keeping track of internal & external reports. Conducting team training and carrying out management meetings, as well as strategic plannings. Optimizing staff's personal needs and concerns. Continuing working with customers with high priority cases.

Support, Customer service, Customer care, English, Project Management, Team management, Coaching, customer support

Успешный опыт управления командой из 30 человек, круглосуточно 24/7, поддержание и увеличение продуктивности работы команды, построение чёткой структуры коммуникации между менеджментом и агентами.

Стартап либо корпорация с чёткой продуманной внутренней структурой и механизмами работы. Продажи менее предпочтительны.


Customer support

Dnipro, Kiev, Dnipro · $1000 · 2 years of experience · Advanced/Fluent

I’m an enthusiast who enjoys being occupied and complete my tasks / projects as perfectly as possible to my abilities, gaining experience from work and excited to learn more benefits from good results.

Support , Customer Service , Customer Support , English , Customer Care , Good Communication Skills , Ability to Learn Quickly

The most proudest experience was successfully connecting the company I worked for into six other countries and setting office, and operation due to my contribution.

30 March

Head of Customer Support

Kyiv · $4000 · 4 years of experience · Advanced/Fluent

Head of Customer Support | Contact Center Director | Head of Quality Assurance | Remote | In-office I have 4+ years of experience as the Head of Customer Support in international e-commerce and automotive spheres; Skills of organizing the client service's (contact center) system workflow from a setting stage; Proactive and responsible leader, good at innovative decision-making; High level of analytical and operational problem-solving skills; Efficient in a stressful situation and multitasking mode; Able to prioritize tasks and delegate them if necessary; Skills of forming a professional team (selection, training and motivation to work in a challenging environment) and organizing sufficient and dynamic work (80+ people); Processes design, analyzing and selecting of technologies for future development and competitiveness of the contact center; Development of KPIs, quality standards and monitoring of their implementation; Development of business processes, regulations, technical documentation, databases and scripts; Continuous development and implementation of techniques for the improvement of all the internal processes (Quality Assurance, reporting, interaction, communication, etc.); Negotiation experience, maintaining interaction with key customers, complaints responding and resolving.

Customer service, customer support, Support, English, Team management, Customer care, head of customer support, customer success manager

I successfully managed the team of 40+ customer support specialists located remotely. Successfully launched at the agreed time (2 month) a new customer support devision in Kyiv. Developed standards and implemented training programs for Quality Control specialists, agents and heads of departments (full-time coach, shift supervisors, head of the Quality Control Department). Thereby: The rules of the escalation process were determined; that allowed to increase FCR by 50%; The communication process between all participants has been established; The training period of new employees was reduced from 1,5 months to 3 weeks; Customer satisfaction increased significantly (the number of complaints decreased by 10 times - from 10% to 1%); Increased employee productivity (AVE HT was reduced by 4 times, which made it possible to attract new commercial customers with the same number of staff); Within the first 6 months, all key indicators were improved by 20-50 % (ASA, HT, FCR, SLA, Occupancy Rate, Customer Satisfaction, Agent Absenteeism, Agent Turnover (1 %), Average After Call Work Time, etc.)

I am looking for a challenging fast-paced environment, friendly atmosphere where extra-mile approach is appreciated. It could be either startup with a long-term plan (I've had such experience twice) or a successful business already.

29 March

Customer care agent/ representative

Remote work, Ukraine · $700 · 1 year of experience · Advanced/Fluent

Hi, I hope you're having a great day. My name is Maria and I’m currently working as a freelancer. I worked as a customer service agent (both email and calls) in Zendesk CRM system where I helped customers solve various issues including marketing, logistic, technical, product questions, etc. I would love to be working again in an amazing team. I was born in Ukraine, but I grew up in a bilingual family. I have 10 years official English education so my English is on a native level both verbally and in writing. In addition, my background is in hospitality and tourism with more than 7 years of experience, so I know how to make guests and customers happy in a welcoming, warm and courteous manner. I’m available to work long-term. Will be happy to share my knowledge and expand my experience in a great friendly team of professionals. Warmly, Maria

Support, English, Customer service, Customer care, customer support, Ability to learn quickly, Microsoft Office, Good communication skills, zendesk, Troubleshooting, Communication Skills, Windows, CRM, Team management

29 March

Customer Support Engineer

Remote work, Ukraine · $1000 · 3 years of experience · Advanced/Fluent

01/09/2016–Present Technical Support Engineer Software MacKiev, Kyiv (Ukraine) - L1-L2 support of a desktop application (Windows and Mac) for professional and amateur genealogists - Supporting customers via chats, phone calls, emails and social media; - Helping developers to improve user experience by tracking & reporting problem issues; - Handle and resolve customers' complaints and requests; - Troubleshooting any technical problems customers might have.

29 March

Senior Key Account Manager

Kyiv · $1400 · 5 years of experience · Advanced/Fluent

Работа с ключевыми клиентами и удаленной командой продаж, контроль выполнения ими планов продаж, разработка новых продуктов для стимулирования продаж, постановка задач дизайнеру и разработчикам согласно требованиям клиентов для улучшения работы сайта, поиск партнеров для увеличения траффика.

переговоры, Планирование, English, Content marketing, Team management, Market search, Google Analytics, Digital marketing, Marketing Strategy, B2B marketing, Account Management, SMM

Развитие партнерской сети по всем крупным городам Казахстана, достижение удаленными менеджерами по продажам выполнения KPI по планам продаж, внедрение системы отчетов в CRM-систему (продажи, сделки, оплаты), разработка и внедрение новых продуктов

Развитие продукта, развитие партнерской сети, поиск партнеров, работа с партнерами, работа с менеджерами по продажам.

29 March

Administrative HR Manager/Account manager/Compliance officer

Kyiv · $1300 · More than 10 years of experience · Advanced/Fluent

OSCE SMMU, Kiev: July 2019- till now POSITION: Recruitment Assistant Duties : -Supporting recruitment process in accordance with the internal regulations and rules. - Conducting interviews with applicants. - Preparering respective reports. - Updating data in the system. Lime Consulting, Kiev: November 2018- till now POSITION :PSP (Payment service provider) manager Duties: -Search of new PSPs and handling the relative communication via email and Skype concerning Geo and payment methods required ( card processing, alternative payment methods) -Negotiating terms and conditions of future mutual cooperation ( MDR, AR, APMs list) -Submitting the batch of documents required from a Merchant to start the partnership with PSP -Handling payment errors of the clients and investigating the reason with the respective PSP`s support department -Tracking the status of transactions in the PSP back office and internal CRM system - Being in touch with PSPs concerning refunds and fraud notifications IT-EXPERTS LLC, Kiev September 2016-October 2018 POSITION :Compliance /Administrative manager - Organizing the work of employees and their schedule Working in the international environment Cooperation with Chief accountant (submitting of relevant applications and documents from employees such as applications for annual paid leave, applications for leave without payment, sick leaves and transferring them to an accountant, updating the respective payroll report) Partnership with company`s HR manager by working with the time-sheet report, personal information of the employees, working with recruiting websites by posting vacancies. Being in contact with the Company`s lawyer as to the process of official employment of new foreign employees Submitting and distribution of documents to respective departments Communication with clearing companies and bank representatives via e-mail Translation of agreements and documents from Russian into English and vice versa Composing of disputing documents (retrieval requests, chargeback documents, pre-arbitration documents). Submitting client`s compliance and verification documents Being in charge of preparation of expenses reports , keeping all Statute Documents and Agreements in order, as well as company`s stamps Handling day-to-day office routine, communication with contractors Working with the database in CRM Interacting with courier services and suppliers

CRM, English Fluent, Spanish intermediate, Team management

I am looking for an opportunity to learn something new and to develop. Ready to relocation and business trips.

29 March

Head of Customer Support

Kyiv · $1300 · 7 years of experience · Advanced/Fluent

Hi, Ready to go to the Moon with Pro Dream Team! Have strong organizational skills and excellent verbal and written communication skills adaptable to a variety of audiences. Have strong experience resolving customer queries in Jira, Service Desk, Confluence, Freshdesk and different types of CRMs + work experience in supporting Trading platforms. Worked in an Agile environment and familiar with Scrum and Kanban methodologies. Leading the daily activities of the Team to ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals. I am dedicated to my work, hard-working, friendly, reliable and happy person :) Have an awesome day!

English, Support, customer support, Customer service, Jira, Customer care, CRM, Project Management, Account Management, Service Desk, Agile, Strategy Management, Continual Improvement, Confluence, Good communication skills, Freshdesk, head of customer support, Онлайн поддержка, ITILv3, helpdesk, Atlassian Jira, Business development, Success, compliance, Customer Support, CRM systems support, Automating processes, Claims and finances, Trading, Team management, Process Management

List of achievements will be provided to the best company :)

'Imagination at Work'

28 March

Finance Controller, Analyst

Kyiv · $3500 · 10 years of experience · Advanced/Fluent

10 years of working in international development organizations, as United Nations, European Union funded projects. Experience in project accounting, budgeting, financial analysis, control of expenditures. Coordination of work of consultants. Reporting and procurement. Experience in financial consulting, banking, investments Excellent English - experience of working with high level counterparties of different nationalities in an international diverse environment. Master degree in Financial Economics from an international university.

English, Good communication skills, Customer service, Excel, Claims and finances, Analytical Skills, Budgeting, Consulting

Excellent communication skills, ability to find solutions in complex problems. Very attentive approach to project implementation. Coordination of efforts for the better result.

Interesting valuable project. Challenging environment. Opportunities to apply my knowledge and skills and to pursue new ones. Rewarding job.

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