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Experience level:
1-3 years
Education level:
Bachelor
Languages:
Russian: Native
English: C1
Serbian: A2
I’m a Support Team Lead with 2+ years of experience in an international transport company, working in a high‑volume, multi‑channel support environment. My focus is on building clear processes, enabling agents to do their best work, and turning operational noise into structured systems.
In my current role, I lead a team of support agents, refine workflows, and reduce manual tasks to make things smoother for both customers and the team. I enjoy collaborating with product and operations, using support insights to drive practical changes rather than just chasing KPIs.
– Provided support to customers via phone, email, and chat.
– Prioritized and managed incoming requests, route complex cases to the appropriate teams, and track progress until resolution.
– Managed bookings via internal CRM systems to update booking records, ensure data accuracy across teams.
– Built in‑depth knowledge of company products, services, and policies to provide accurate information and recommend suitable solutions.
– Identified recurring issues and workflow gaps, summarizing insights from customer feedback, and proposed optimizations to improve service quality and efficiency.
– Oversaw one of two support shifts, ensuring high service quality and consistent performance.
– Managed day-to-day operations, including escalations, workload distribution, and process efficiency.
– Monitored key metrics (SLA, CSAT) to maintain service standards and identify improvement areas.
– Collaborated with cross-functional teams to enhance operational alignment.
– Supported employee growth through coaching, feedback, and performance management.
– Led operations of a 20‑agent support team to ensure timely, accurate customer assistance, handling 200+ conversations per day across multiple channels and managing an average of 700 orders daily in the CRM.
– Analyzed key performance metrics (CSAT, FRT) to maintain service standards, consistently meeting CSAT of 95% and FRT under 2 minutes.
– Provided coaching, training, and regular feedback to team members to support skill development.
– Collaborated with internal management and cross-functional teams to implement best practices and enhance customer satisfaction.
– Led the restructure of the customer support department, dividing workload between two teams and reducing average queue time.
– Created and updated support documentation, macros, and internal knowledge base articles to standardize and speed up responses.
– Trained new agents on tools, processes, and ToV.
– Owned Intercom as the primary help desk platform, configuring inboxes, workflows, AI agent and macros to streamline multi-channel support operations.
– Built Excel and Google Sheets reports with complex formulas and visualizations to monitor workload distribution, supporting proactive queue management and staffing decisions.
– Designed no-code automations (Intercom tools + Sheets formulas) to eliminate manual operations for leadership, saving around 8 hours per week in admin time.
– Conducted process audits and removed rudimentary workflows, validated as non-essential by other teams, saving agents approximately 3 hours of manual work per day.
I’m a Support Team Lead with 2+ years of experience in high-volume, multi-channel customer support. I focus on improving workflows, automating routine operations, and helping agents work more effectively through clear processes and reporting. I work with tools like Intercom, Excel, and Google Sheets to optimize daily support operations and team performance.