Professional Experience:- Sales Manager (1 year);- Operator/Dispatcher (1 year) at an international logistics company;- Domain Specialist - Customer Support Representative (2 years) at a globally renowned domain registrar;- Customer Success/Support Representative (2 years) within the Digital Asset Management (DAM) domain:- Customer Support Team Lead (1 year) in the DAM domain;Additional Expertise:- Foundational knowledge of HTML/CSS/JS (React) with completion of the 'Frontend Development' course and ongoing learning of Redux;- Attained a certificate of completion for the Facebook/Instagram Advertising course and fundamentals of Google Analytics;- Hold a Master's degree in international economics.Core Skills:As a Customer Support/Success professional, I have honed my abilities in:- Handling customer inquiries via chat, email, and Zoom (fast typing (55WPM), good spelling, and strong grammar skills;);- Efficient management of internal and external documentation;- Conducting onboarding and kickoff sessions for clients;- Cultivating analytical skills and effective troubleshooting capabilities;- Proficiency in common Internet protocols (SMTP, HTTP, DNS, Whois), service setup (mail services, website builders);- Collaboration with different departments (Product, Dev, etc.) and use of tracking systems: Jira, HubSpot, Trello, etc.As a Team lead, I have gained experience in:- Establishing operational workflows from scratch;- Defining and measuring key performance indicators (KPIs) to assess customer satisfaction and renewal rates;- Сreating comprehensive reports on team achievements, customer feedback, and emerging trends for senior management;- Providing constructive feedback and mentorship to foster team growth and development;- Setting clear performance objectives, monitoring progress, and facilitating regular performance assessments.