Proud founder of one of the fastest growing alternative-accommodation providers in Estonia. Hospitality is redefining it´s ground gravity!

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Customer Support Regional Lead:- Scaling global Customer Support team in hyper growth - Building and ensuring operational success in dedicated markets - 6 countries- Building cross functioning relationships between local and global teams- Launching Customer Support hubs - Coaching, mentoring and developing Senior Team Leads/Team Leads/Customer Support teams- Hiring and expanding globally in hyper growth

Customer Support Senior Team Lead:- Building global Customer Support teams in hyper growth - Building support operations in dedicated markets - 6 countries- Building cross functioning relationships between local and global teams- Coaching, mentoring and developing Team Leads and international Customer Support teams- Hiring globally in hyper growth

Customer Support Team Lead:- Coaching, mentoring and developing international Customer Support teams- Hiring globally in hyper growth from 100 to 1000 in 2 years

Starman Technical Support serviced:- Incoming technical support calls - Call transfers- Floor walk; live support and mentoring for Customer Support agentsAs Technical Support Team Lead my role was to ensure operational success and support a team of 10 agents. Some of my main responsibilities included:- Mentoring and supporting rest of Team Leaders- Leading the first NPS quality project; NPS data analytics and presentation to senior management, NPS Care… Show more Starman Technical Support serviced:- Incoming technical support calls - Call transfers- Floor walk; live support and mentoring for Customer Support agentsAs Technical Support Team Lead my role was to ensure operational success and support a team of 10 agents. Some of my main responsibilities included:- Mentoring and supporting rest of Team Leaders- Leading the first NPS quality project; NPS data analytics and presentation to senior management, NPS Care Call Project (Team Leaders contacted customers who scored low or left a negative comment)- New hire on-boarding- Hiring- Developing in-house and external VKB (Virtual knowledge base)- Coordinating daily KPI success- Ensuring monthly KPI targets; team and individual; operational and quality- Call quality monitoring- Ensuring process and quality excellence for Technical Support- Team leadership & growth; team and individual; knowledge and quality- Healthy synergy within and across whole CS structure Show less

Starman Customer Support serviced all incoming calls excluding technical support requests. As Customer Support Team Lead my role was to support a team of 15 agents. Some of my main responsibilities included:- Coordinating daily KPI success- Ensuring monthly KPI targets; team and individual; operational and quality- Call quality monitoring- Ensuring process and quality excellence for Customer Support- Team leadership & growth; team and individual; knowledge… Show more Starman Customer Support serviced all incoming calls excluding technical support requests. As Customer Support Team Lead my role was to support a team of 15 agents. Some of my main responsibilities included:- Coordinating daily KPI success- Ensuring monthly KPI targets; team and individual; operational and quality- Call quality monitoring- Ensuring process and quality excellence for Customer Support- Team leadership & growth; team and individual; knowledge and quality- Healthy synergy within and across whole CS structure Show less

Tier2 team functioned as the escalation and support structure to Microsoft Xbox Customer Support for UK, Ireland and Scotland. Tier2 support main responsibilities were: - Live transfer callsComplex customer situations; disputes, emotional and/or abusive customers, etc.Policy triggers - fraud/theft, media, law enforcement, etc.- Cold ticket escalationsComplex customer situationsBillingTechnical support- Floor supportLive Tier1 mentoring and support on business… Show more Tier2 team functioned as the escalation and support structure to Microsoft Xbox Customer Support for UK, Ireland and Scotland. Tier2 support main responsibilities were: - Live transfer callsComplex customer situations; disputes, emotional and/or abusive customers, etc.Policy triggers - fraud/theft, media, law enforcement, etc.- Cold ticket escalationsComplex customer situationsBillingTechnical support- Floor supportLive Tier1 mentoring and support on business floor. As Tier2 Supervisor my role was to support a team of 25 agents based in Tallinn. Some of my main responsibilities included:- Team leadership & growth; team and individual; knowledge and quality- Ensuring support process excellence for Tier1 and Tier2 teams- Healthy synergy within and across whole CS structure- Coordinating daily KPI success - Ensuring monthly KPI targets; team and individual; operational and quality- Call quality monitoring- Operational micromanagement; coordinating daily operations, schedules, vacations, payrolls Show less

T1 team functioned as part in a global Microsoft Xbox Customer Support team for UK, Ireland an Scotland.As Tier1 Supervisor my role was to support a team of 15 Customer Support agents based in Tallinn. Some of my main responsibilities included:- Team leadership & growth; team and individual; knowledge and quality; CSAT- Ensuring monthly KPI targets; team and individual; operational and quality- Operational micromanagement; coordinating daily breaks… Show more T1 team functioned as part in a global Microsoft Xbox Customer Support team for UK, Ireland an Scotland.As Tier1 Supervisor my role was to support a team of 15 Customer Support agents based in Tallinn. Some of my main responsibilities included:- Team leadership & growth; team and individual; knowledge and quality; CSAT- Ensuring monthly KPI targets; team and individual; operational and quality- Operational micromanagement; coordinating daily breaks (lunch/monitor break), schedules, vacations, payrolls- Call quality monitoring Show less