Inna O. Email and Phone Number

- Managed an international team of 10-15 Customer Support agents- Held regular 1-1 meetings, team meetings, side-by-side and coaching sessions- Helped my team perform up the company’s standards and achieve their KPIs- Performed quality reviews of emails and chats handled by support agents- Followed the processes for incident management and critical handling of system and product failures and customers escalations - Interviewed candidates for Support roles and provided… Show more - Managed an international team of 10-15 Customer Support agents- Held regular 1-1 meetings, team meetings, side-by-side and coaching sessions- Helped my team perform up the company’s standards and achieve their KPIs- Performed quality reviews of emails and chats handled by support agents- Followed the processes for incident management and critical handling of system and product failures and customers escalations - Interviewed candidates for Support roles and provided evaluation to the Talent Acquisition team- Was a Social Media project focal - led a team of 10 agents, responsible for social media contacts; created schedules according to business needs; created a social media quality framework from scratch; worked on proactive social media posts content Show less

- Participated in multiple company-wide projects- Led Customer Aftercare Project focused on retaining dissatisfied customers by reviewing the contacts, revising the solutions and following up with the customers- Analyzed NPS data of 1k+ contacts weekly and worked towards improving customer journey- Managed a team of 8 Customer Aftercare agents- Analysed existing operations procedures and mapped out improved processes

- Supported customers on chats and emails- Conducted problem solving and troubleshooting - Kept up with the statistics and overachieved on KPIs- Got trained on and handled KYC contacts- Mentored new starters- Was sent to Hyderabad, India office on a 2-weeks assignment to help with the training of Support specialists