• Successfully lead a team of 80+ agents.
• Learned to operate and create guides in Confluence and implemented new and updated guidelines/policies, tailoring information to supply agents appropriately.
• Managed the team's schedule and KPIs.
• Monitored and reported technical issues.
• Addressed ongoing questions from agents, providing comprehensive and polite responses.

• Created the trackers, spreadsheets, guides, and instructions for the team.
• Provided guidance to employees and evaluating performance.
• Overseen financial transactions and tracking the payments from the clients.
• Planned and managed the weekly sprints.
• Prepared reports.

• Successfully managed a team of 15 agents by producing the biggest number of top-performers monthly.
• Improved the team performance and increased the RPH and AHT results by 50% by implementation of additional tools for speed gaining.
• Frequently recognized as top-supervisor due to my team performance having the best total score (3.4-3.5 out of 4) among the teams.
• Learned to freely operate in the client's CRM system, Monday.com, Jira, Okta.

• Got promoted to a senior agent in 3 months.
• Recognized as the top-performer monthly by providing guidelines-based, empathetic, and personalized customer support.
• Learned to effectively and fast use a CRM, additional work tools (Blaze, Magical, Grammarly), Google Spreadsheet, and cloud-based platforms.
• Worked in a close cooperation with the client for the bugs solving, processes inconsistencies and mistakes improvement ideas presentation.
• Ensured the team performance growth by supporting them with the correct processes handling and updates acknowledgment.• Fast and efficiently conducted performance analyses

• I got promoted to an expert due to the great speed and quality of editing.