Ivan Dankov Email & Phone Number

Uproad is a mobile app created for collecting toll fees posted during trips within the United States. As a Head of Customer service I have the following responsibilities: Interviewing, hiring & onboarding of new Customer care Agents. Forming a team from scratch.Creation of training documentation and all on-duty processes; further improvement. Setting up L1 and L2 support processes. Setting up escalation processes that tie up the CS department with DevOps and marketing teams. Reviewing customer interaction & data reports to work closely with the product team towards product improvements. Reporting customer feedback and communicating user needs, offering new features and functions. Installing & maintaining processes to monitor fraud, money laundering. Work continuously towards decreasing chargeback open rate, increase win rate. Forecasting department budget needs, work towards further improvement of the team and expansion of support procedures

Kyiv City, Ukraine

- Interviewing and hiring Customer Support Agents, further onboarding- Development of training documentation and processes- Development and maintenance of 24/7 Customer Support schedule, creation of sub-departments within the team according to the specified role- Creation of Quality Assurance system, KPIs and further upskilling of Agents via trainings and seminars- Forecasting department budget needs due to ongoing expansion of the team- Development of scripts and processes for all Customer Support teams- Understanding the business priorities and work continuously to improve department workstyle and output towards meeting them- Working closely with product development and design teams towards improvement of product from usability and business perspectives- Reviewing new application features, Terms & Conditions of new promotional offers and other announcements and offer my improvements before the launch in order to ensure best possible experience for app users.- Analysis of KPI reports and planning of further improvements. - B2B support and negotiations with company's partners.- Investigating Customers for possible cases of gambling addiction. Investigating possible cases of fraud. - While on this position I achieved the following goals:- Conduction of team building activities and bonding talks. Maintenance of warm and open minded culture within the department that promotes genuine curiosity, desire to learn and improve, help and respect each other.Achievements while on this position: Grown team from 10 up to 35 AgentsUpskilling several Agents within the team to create diverse group with sub-departments, responsibility levels and detailed procedures that cover all workflows and processesEnsured that Customer Support Team underwent audit from UK Gambling Commission without any issuesObtained required experience in understanding all KYC, Payment & Fraud Verification and Responsible Gambling processes.

Kyiv, Ukraine

Supporting MacOS-based application. Providing premium level customer care over email, chat, and phone. Maintaining customer's satisfaction by providing them with best possible service, guaranteed case resolution and determining the according compensation if needed.Gathering error data from users and working on it with developers on technical solutions. Achieving key personal KPIs and grow within the department.Supervise the shift, management and resolution of cases that required special attention and escalation. Later on, I was responsible with training some of the newcomers and reviewing their work.Used creativity in my approach to solving most of the problems as I was given all of total freedom in decision-making and was mostly self-governed as we did not have a manager in our department.