Alexander Gubenko Email & Phone Number

Kyiv, Ua

- Executed a project on the creation and launch of a new product-based CS department.- Managed a CS department, which grew from 26 to 70 employees under my management.- Planned and executed a project on implementing a new training program for CS reps.- Timely and qualitative planning of CS department development, budget, and headcount.- Presented department results on quarterly demo sessions and product webinars.- Ensured constant product development working in close cooperation with the product team.

- Organized and performed successful onboarding for 8 CS Team Leaders.- Managed 6-10 Team Leaders with teams of 10-15 customer support specialists.- Conducted monthly department management group meetings.- Implemented workflow and product improvements through analysis of customers' requests.

- Managed a team of 10-15 customer support specialists, conducted 1-1 and Performance Review meetings, worked with quality control assessment, KPIs. - Led a team to the highest quarterly Customer Satisfaction KPI result in the department.- Developed multiple employees to higher positions, e.g. Technical support, Team Leader.- Improved cooperation between departments by analyzing workflow and creating procedures and documentation for CS representatives.

- Assisted internal clients with technical Web Hosting specific questions.- Effectively processed up to 40 technical requests a day.- Acted as the first escalation point for Customer Support representatives.

- Provided effective assistance to customers in chats/tickets. Specification - Web Hosting.- Collaborated with cross-functional teams, technical support, and sales departments, to ensure effective resolution of customers' requests.- Collected and analyzed customers' feedback and passed it to relevant departments for product and service improvement.