Customer Support Manager

• Jun 2023 - Present

Key Responsibilities: Customer Support Leadership: Support our users by resolving day-to-day issues and providing excellent service. Develop and implement customer support processes to enhance the overall customer experience. Manage and lead a remote team of Customer Support Representatives to meet and exceed customer expectations. Budget Management: Manage the budget for the customer support department, including expense tracking, resource allocation, and cost optimization to ensure efficient operations. Feedback and Insight Gathering: Gather extensive feedback, ideas, and insights from our users to inform product improvements and enhancements. Share gathered insights and reports with relevant stakeholders within the organization. Onboarding and Relationship Building: Onboard new enterprise customers and their stakeholders to ensure a smooth transition and understanding of our products and services. Build and maintain strong relationships with key customers, fostering trust and loyalty. Data Analysis and Metric Tracking: Understand and analyze customer health metrics to identify pain points and areas for improvement. Define, track, and analyze customer support metrics to continuously optimize our support processes. Content Creation and Messaging: Contribute to creating engaging content and messaging tailored to customer needs, ensuring clear communication and value delivery. Policy Development and Organization: Create structure and policies out of complex and chaotic situations, streamlining customer support operations. Alignment and Communication: Build and share data across the organization to ensure company-wide alignment on customer pain points and strategic initiatives. Show less

Team Manager

• Feb 2023 - May 2023

Coach and mentor the team, to ensure they are engaged, productive and effective Manage and support staff in line with Company’s Policies and Procedures, including supervision, absence management, disciplinary and grievance issues Promote and support effective team working through good communication and regular team meetings Identify individual and team learning and development needs and plan to meet these in conjunction with learning and development staff Ensure that all services are delivered within the framework core values and in line with the established Policies and Procedures and KPI’s Show less

Team Leader

• May 2021 - Feb 2023

• Ensure the achievement of the objectives through continous team follow-up • Set up daily, weekly and monthly action plans to improve performance • Ensure the respect of quality standards • Ensure the availability of resources on set and production means (tool operation) • Alert in case of production incident • Suggest ways to improve and optimize production development • Manage, coach, mentor and motivate the team • Brief the team regarding performance, customer requirement and company vision • Follow and improve performance quality (quality control, knowledge control, advisor's performance management) • Develop skills and support advisors on a daily basis (coaching, team meetings, training) • Ensure the respect of company values, implement discipline and platform rules • Skills acquired during the time of maintaining this position: - experience working with Google tools (Gmail, user management, drive, meet, google sheets) - Salesforce Vector Show less

Merchant Support Supervisor

• Dec 2018 - May 2021

Actively involved in the daily activity and tasks of the Merchant Support team; Handling internal escalations and setting up meetings with VIP merchants; Providing both internal and external guidance or resolutions for extended, sensitive, or difficult scenarios; Creating/updating internal/external documentation/procedures/trainings; Monthly quality reviews and KPI monitoring, delivery of KPI/peer feedback; Develop and perform onboarding training for new hires, monitor their activity, and assist them to develop naturally within the team; Internal training sessions with team members for new features/functionality of services; Monitoring platform uptime, being involved in incident management processes. Show less

Merchant Support Analyst

• Jul 2018 - Dec 2018

Handling T2/T3 B2B requests via Helpdesk tickets/Live-chat or phone / internal - escalation point for other concerned departments; Involvement within the service & incident/problem management process-observing, trends, and pulling useful data to report an incident to the concerned teams; Maintain and develop a broad technical knowledge and documentation of 2Checkout features and services - Research, reporting, documenting functionalities/performance issues/technical defects; Investigating and offering solutions to issues that are non-routine (tier 3 investigations with outside-of-the-box solutions); Act proactively to prevent issues from happening by providing suggestions and advice to merchants/internal team; Perform technical troubleshooting and research on merchant reported issues; Identify appropriate resolutions within the required timeframe based on issue severity; Reporting performance or technical defects/raising bugs; Monitor the company's systems from a performance point of view using internal tools - Active monitoring of platform statuses, reporting and raising incidents if required; Troubleshooting API processes - REST/JSON-RPC/SOAP 2.0 through 6.0 - HTML/MySQL/Postman; Troubleshooting e-commerce CMS solutions - Shopify/WooCommerce/Wix/Magento/PrestaShop integrations; Show less

IT Consultant

• Aug 2017 - Jul 2018

As an It Consultant at BullGuard I am responsible on handling technical and payment issues from end users/re-sellers, analyzing and escalating (if needed) specific application ans system logs in order to provide a solutions and great customer experience to our users As an It Consultant at BullGuard I am responsible on handling technical and payment issues from end users/re-sellers, analyzing and escalating (if needed) specific application ans system logs in order to provide a solutions and great customer experience to our users

Customer Service Representative/Team Captain

• Sep 2016 - Aug 2017

As a frontline agent I was providing customer service to Telus Mobility customers following the company's guidelines. Handling billing inquiries, technical and other Client Care situations. As Team Captain I offer support for my colleagues on the floor, I am the person responsible for the floor when there is no Team Manager present, I am responsible for sending reminders and following up with the updates and tasks that my TM assigned.

Customer Care Representative

• May 2016 - Aug 2017

Volunteer Coordinator/ Vicepresident

• May 2013 - May 2017

Staring May 2013 I am coordinating volunteers for multiple events as concerts, sport and cultural events. From June 2015 I was assigned as Vice president of the organisation being responsible for the HR department, internal projects and volunteer motivation. Staring May 2013 I am coordinating volunteers for multiple events as concerts, sport and cultural events. From June 2015 I was assigned as Vice president of the organisation being responsible for the HR department, internal projects and volunteer motivation.

Customer Service Representative

• Feb 2016 - May 2016

Handling customer inquiries regarding orders and purchases for Sprint Telecom. Handling customer inquiries regarding orders and purchases for Sprint Telecom.

Back-up Team Leader

• Sep 2015 - Feb 2016

Providing support for the team, training new hires, managing schedules and team results.

Customer Service Agent

• Feb 2015 - Sep 2015

Providing technical and commercial support to Bitdefender customers through calls, chat and email.