Main Responsibilities:

• Ensuring high levels of product support quality and user satisfaction; Meeting the goals and objectives set by the Customer Care department head and the board of directors;
• Setting tasks for the team by conducting regular video conference meetings, based on the company's current, quarterly and annual goals; Ensuring continuous processing of user requests according to company quality standards, monitoring team performance metrics and working for their improvement;
• Efficiently distributing workload among operators to optimize workflow, accelerate, and increase the efficiency of user request handling;
• Monitoring the performance of all work duties by team operators, ensuring adherence to work schedules and regulations; overseeing the timely presence of operators at the start of their shifts, and coordinating days off, sick leave and vacations with management;
• Adapting new team members: explaining the work specifics and strategies, fostering professional and personal growth, providing informational support, consultations or additional training when necessary;
• Providing feedback to the Customer Care department management on the progress of training, discipline issues and team members' performance metrics;
• Ensuring effective conflict resolution between team operators or between the team and representatives of other company departments; Timely informing the team about updates and news from other departments of the company and external technical partners; Establishing and maintaining open professional relationships, collaboration, and communication on work-related issues with all company divisions and departments;
• Developing and submitting proposals for workflow optimization and improvement (within job responsibilities) for consideration by the Customer Care department management.

Main Responsibilities:

• Receiving and processing incoming chats from users during scheduled time, in accordance with the company's quality standards;
• Providing information on all issues that arise for clients regarding their interaction with the system, its functions, and technical partners;
• Communicating with representatives from other departments to promptly resolve user issues.

During my time as a Category I chat support operator, the department management recognized my diligence in performing my duties, as well as my high quality of work and user satisfaction metrics. I was recommended to take an exam for the position of team leader in ticket support, and after successfully passing the test, I received a promotion.

Main Responsibilities:

• Receiving and processing requests from users and partners during company-scheduled hours, according to company quality standards;
• Processing user applications for card issuance;
• Providing information on all issues that arise for clients regarding their interaction with the system, its functions, and technical partners;
• Communicating with representatives of other departments and technical partners when necessary to resolve user issues.

While working as a Category II operator, I successfully passed an exam to test my knowledge of the system's features. Based on the successful exam results, I was promoted to Category I operator with an adjusted salary.