Працювала в 2 компаніях   3 роки 3 місяці

Телекомунікації / Зв'язок, Послуги для бізнесу - інше

Chat manager

Whatgraph

Телекомунікації / Зв'язок

1 рік 1 місяць

05.2022 - 06.2023

  • Oversee a team of 20+ chat support agents, ensuring high standards of customer service and support.
  • Develop and implement training programs for new hires and continuous development for existing staff.
  • Monitor chat interactions to ensure quality and adherence to company policies.Utilize chat analytics tools to track performance metrics, identify trends, and implement improvements.
  • Coordinate with other departments to resolve customer issues efficiently and effectively.
  • Conduct regular performance reviews and provide constructive feedback to team members.

Chat operator

Kuda Technologies

Послуги для бізнесу - інше

2 роки

02.2019 - 02.2021

  • Provided exceptional customer service through live chat, handling up to 100 inquiries daily.
  • Assisted in the training and onboarding of new chat support agents.
  • Contributed to the development of the chat support knowledge base.
  • Collaborated with the technical team to address system issues and improve user experience.
  • Received the "Employee of the Month" award three times for outstanding performance.

Ключова інформація

  • Customer Service Management: Team leadership, conflict resolution, customer satisfaction enhancement
  • Technical Proficiency: CRM software, chat support tools, data analytics
  • Communication: Excellent written and verbal communication, training and development
  • Problem Solving: Creative and efficient resolution of customer issues, process improvement
  • Project Management: Coordination across departments, implementation of new systems

Навчалась в 1 закладі

Київський національний університет імені Тараса Шевченка

Mass Communication

Київ, 2017

Володіє мовами

Англійська

рідна

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Додаткова інформація

About

Dedicated and results-driven Chat Support Manager with years of experience in managing customer support teams and improving customer satisfaction through efficient online chat services. Proven ability to lead, train, and motivate teams to deliver exceptional customer service. Adept at utilizing data analytics to improve response times and customer experience.

Telegram: @fadz_u

Fadilah

Chat Support Manager

Київ

27 років

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