• Organization of effective R&D department activities;• Optimization of current work processes and implementation of new ones;• Organization of effective interactions between all departments and offices of the company;• Development of wholesome work environment for the individual professional growth of team members.

Managing a team of Customer Service Specialists and an Internal Team Manager (Shift Leader) to provide quality and efficient customer service to Namecheap clients.Currently I am working on development, analysis and implementation of staffing, training, scheduling, and reward and recognition programs. Here is a detailed list of my responsibilities:• leading and driving a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;• developing team members providing guidance on areas of development and empowering ownership of problems through to resolution;• working on staff motivation to ensure engagement of team members and their contribution when working on common goals;• carrying out performance review (including quality control assessment) of individual team members and a team as one unit;• organizing and leading meetings, presentations to provide analysis and charts of team performance to team members (one-on-one meetings and general meetings);• providing regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, taking appropriate corrective action when required;• setting goals to the team that are inline with the department and company goals, and ensuring the required performance targets and deadlines are met;• monitoring and providing regular reports on team progress and performance and other requirements as required;• delegating tasks and decisions and ensuring the team is organized to complete them to the relevant standards;• maintaining effective relationships and resolving conflict situations within the team when required;• creating and managing the projects related to the internal support systems, their improvement, cooperation with developers and setting tasks;• collaborating with peers and other departments to achieve company goals;• maintaining own level of SME knowledge and skills at the relevant standards.

Developing and maintaining in-depth product knowledge. Providing customers with first-level support via e-mail and chat in a timely and accurate manner regarding all questions and issues related to the following matters:• assisting with updating external client knowledgebase, as well as internal departmental documentation as required;• DNS system functionality;• registering/renewing/transferring/configuring a domain name;• transferring/configuring websites (including CMS-based ones – Wordpress, Joomla, Magento, etc.);• resolving hosting-related issues (cPanel/WHM management, Linux-based servers configuration).

Training people that are new to golf, providing equipment, helping golf players during trainings and championships.