EF SET English Certificate 71/100 (C2 Proficient)

Cert Prep: Scrum Master

Project Management Training course

Agile Foundations

Scrum: The Basics

Master's degree

Managing and organizing work processes and setting the tools for the technical support team - Zendesk, Intercom, creating scripts, Wiki base, and support material for the team, leading the team training.

The Head of Technical Support Team

- Managing technical support team (8 people), monitoring team performance, preparing reports, checking that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Leading team meetings to improve the agents’ responses, creating scripts and support material for the team.
- Providing direct supervision of the technical support staff: recruitment, evaluations, and disciplinary actions, creating KPI for the team, managing the schedule.
- Taking part in company’s discussions, weekly meetings, and strategic sessions.
- Selecting urgent tasks from the customer care team and transferring to the dev team.
- Creating comparative analysis of the company’s products, taking part in product price formation.
- Dealing with chargebacks, refunds.

The head of Customer Care Department

- Identifying customers' needs / collecting feature requests.
- Resolving customer issues, responding to live chats and technical support tickets, phone calls.
- Taking part in testing processes of software/services, posting bug reports to the technical team

Customer Care Manager

Customer Care Lead

The Head of the Customer Care Department/Team Lead of the Tech Support Team

Know about Halyna Borok's work experience, education, bootcamps, certifications, and much more. Halyna Borok