yakovlevm

Path:

- A young manager in China who helps clients in wholesale purchases. In a few years, become the senior position in the company.(2019-2021)

- Customer Service Representative (2022). I realized that cryptocurrency is something that I like wildly, and I want to connect my life with it.

- Supervisor/Head of customer care in support Department (2022).

Passed the way:
- first-line customer support specialist;
- VIP customer support specialist;
- senior support specialist of the second line;
- supervisor / head of the support in the SL1/SL2 department.

Managed the operational activities of the support department:
- synchronization of the department into the general structure of the company, support of links between departments by products,
- quality control (analysis of tickets and chats and their analysis with support specialists),
- conducting training and lectures, onboarding new and existing employees,
- schedule and work with shifts of employees (~ 20 people), load distribution,
- analysis of complex and unique client cases, finding non-standard solutions,
- worked with the API, wrote technical tasks to the development team, created mind maps as part of new product launches, worked with databases.

Developed a training system that allowed faster and better onboarding and training new employees in the support department.

Launched a lecture hall within the department, implemented quiz tests on products with bonuses for specialists, conducted informal activities with the team. 💪