Organizing and conducting the teaching process for new-comers till the confirmation that new team members can start working at the same pace as the rest of the team.
Maintaining smooth and comfortable working process for all team members
Making up and updating instructions, manuals, video, guides for the working process to be easier
Searching for ways to facilitate complicated processes
Fulfilling the tasks of Customer support manager to be always aware of how systems work and what implementations are to be done

Conducting individual classes with students
Checking homework and providing feedback
Filling in the tabs to calculate correctly working hours and duties fulfilled
Supporting work with a team
Weekly meetings with superiors to improve processes

Translations
Content (filling description of goods on sites)
Providing consultative support for customer service in launching new flows of learning in Dmitrii Kovpak project FACTORY - Dreamer Academy (3,5 months)

Questioning of clients to find out remarks, suggestions, claims, notices.
Answering the questions of clients.
Help in solving technical questions.
Writing instructions and business processes for the employees of the department.
Making up reports and analysis with proper corrections.

Implementation of general director’s tasks, innovations and orders. Daily optimization of own activity and activity of the department for the growth of income and cutback of company’s costs on the basis of personal motivation.
Operative management of the department. Putting the tasks for the employees and control of timely and high-quality implementation.
Operative reacting on complaints and claims of clients, finding out reasons and the origin, implementation of measures to avoid similar situations in future.
Treatment of appeals in social networks to provide the timely reaction and skilled answer which support the irreproachable company’s image.
Realization of off-line check up of 12 shops for following the standards.
Active participation in writing instructions for crossing departments.
Writing instructions for Quality Assurance Subsection and their editing. Development and implementation of a motivation system.
Personal calls for verification of ip-telephony work and timely reaction of operators.
Conducting active work with personnel of subsection, directed on their development. Helping personnel in the decision of difficult questions.
Achievement: reorganization in departments of the company, directed on quality and service, uniting them into one subsection, writing standards of work, instructions and implementing control of their work.

Putting the tasks for the employees of the department and control of their timely and high-quality implementation. Development and introduction of quality standards for specialists of departments: Contact-center, Technical support, Service support, Delivery Service, Centers of buyers maintenance.
Initiation and perfection of quality map (KPI) for estimating quality of dialogs of Contact-center, Technical support specialists and other employees including operators of involved outsourcing companies who talked to clients.
Regular evaluating calls with clients by the QA department. Development and permanent improvement of rules and regulations of treatment with complaints and difficult situations.
Introduction and improvement of software for comfort and transparency of problem appeals treatment and control after their treatment.
Development and implementation of the motivation system. Personally to make test orders and control implementation of procedures and regulations of their providing, delivery and quality.
Watching of introducing new services by companies-competitors and informing responsible employees for a timely reaction from “27” LTD side.
Implementation and verification of orders reports, where they were canceled, finding out the reasons and cooperation with responsible departments.
Making suggestions in relation to introduction of new services on the basis of clients’ appeals, complaints and proposals, besides market analysis. Active participation in implementation.
Active work with the personnel of the department, directed on the development and improvement. Helping in solving difficult questions.
Participation in internal and external training, seminars, conferences. Getting high estimation as a result of evaluation in the case of its necessity.
Achievements: creation of department from "zero", full organization of employees in the department and organization of their activity.

Directing employees efforts on implementation of concrete tasks, improvement of customer quality service.
Distributing responsibility, plenary powers and resources for implementation of certain functions in the company. Reverse connection with clients.
Solving difficult and conflict questions with clients calling to the contact-center. Assistance in making decisions when clients appeal to the service department.
Work with reviews on all-Ukrainian portals – search for the reason of complaint, work with a client and decision-making, writing an answer for the company.
Helping the content department to moderate comments on pages with the goods. Co-operating with departments, and also their leaders, for organization and performing the «force-major» orders.
Sales reports of companies-partners, monthly reports of returning orders. Weekly reports collection from every department employee, verification, bringing corrections for giving to the Finance Director.
Additional information: substituting for position of sales department head in the time of her vacation, making orders with foreign clients.
Achievements: creation, organization and control of the department from «zero».