Customer Support Director

Был больше месяца назад

450 000 ₽

35 лет (родился 20 марта 1990), cостоит в браке

Москва

Занятость

полная занятость

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 9 лет

- Август 2017 – октябрь 2018
- 1 год и 3 месяца
Customer Support Director
ManyChat
https://manychat.com
B2B SaaS Messenger marketing platform
Обязанности и достижения:
Building support team from scratch. Support strategy designing and execution. Data driven and customer feedback driven approach to customer support processes. Hiring and Managing operational performance of 2 tiers of support. Successfully reduced response times from up to 30h to less than 1h. Launched 24/7 support. Established process of providing consistent product feedback to product team. Established communication processes between support team and dev team. Running several projects related to support. Creating on boarding and training processes for newcomers. Managing personal development of support team managers and helping them develop support team agents. Created a culture of continuous improvement and customer focus mindset. Developed and implemented clear set of operational performance metrics and targets for both teams.
- Май 2016 – июль 2017
- 1 год и 3 месяца
Player Support Manager
Riot Games, Москва
https://www.riotgames.com
GameDev Company
Обязанности и достижения:
Managing operational performance of several teams in CIS and EUW 2 external and 1 internal Creating action plans based on analyzed performance data and players feedback. Successfully created new team of support agents Implementation of new mindset system which allowed to reach outstanding satisfaction rates worldwide among Riot regions and creating great player experience. Running internal projects in Product Owner and Project lead roles
- Ноябрь 2012 – май 2016
- 3 года и 7 месяцев
Service Desk Senior Technician
Mars
https://www.mars.com/global
FMCG company
Обязанности и достижения:
Service Desk Senior Technician Doing a role of a call monitoring champion for the first line of support. - Quality assurance of calls - providing feedbacks and recommendations to analysts Call center owner - DayLightSaving time changes for call center globally - Skillsworkload distribution between analysts Rewards and recongnition program implementation - Created a model of a monetary and non-monetary rewards and recognition for 1line of support - Designing of a mascot for this program Service Desk Technician Implementation of a remote tool project - Managing project team of 15 people Doing a role of Avaya IPT technology point of contact for the 1 line of support. Taking calls from associates around the world. Managing tickets, emails, forum messages. Primary Service Center Analyst Processing customers tickets, emails and calls. Doing translations for existing solutions. Creating a role of a new-comer trainer and remaking induction program.
- Февраль 2010 – июль 2012
- 2 года и 6 месяцев
Player Support Engineer
Mail.Ru Group
https://corp.mail.ru/ru/
GameDev, IT
Обязанности и достижения:
Processing tickets from players Performing night tasks Managing forum topics Negotiating with server administrators Creating reports
- Август 2009 – январь 2010
- 6 месяцев
Selling Consultant
ООО "Кей"
Обязанности и достижения:
Consulting customers with hardware description etc. Building desktop computer from hardware components

Образование

- Высшее образование
- Дневная/Очная
- 2012
ВГУ
Факультет: Романо-Германской Филологии
Специальность: Теория и методика преподавания иностранных языков и культур

Обо мне

Дополнительные сведения:

Communication skills Leadership Skills Project management Presentation skills Negotiation skills Team management Analytical skills Time management Product Management Agile Project Management Budgeting Scrum People development Customer Service ITSM Coaching Less Customer success Strategic thinking Financial Planning Problem solving ITIL