• Developed and expanded a team from 4 to 40 members, fostering their growth, managing productivity, and ensuring quality standards and KPI achievement.
• Conducted training sessions and workshops to improve team skills.
• Analyzed CSAT, created performance reports, and implemented new processes.
• Optimized CRM, analyzed competitors, and created scripts and algorithms.

Skills:

• Team and project management (Jira, Trello, Notion).
• Customer support (Zendesk, Zoho CRM, custom solutions).
• Analytics (Amplitude, Tableau).
• Business process optimization, creating flowcharts (visualization of workflows to improve understanding and implementation of new solutions).

• Provided high-quality customer support via email and chat.
• Interacted with development, QA, marketing, sales teams to resolve user requests.
• Improved customer experience.

• Moderated communities, organized events, and analyzed the effectiveness of fan pages.
• Created content for communities and conducted monthly competitor analysis.