In August, 2018 I started working at ServiceTel Ltd which serves a client called Domex Ltd, a UK based approved service center for repair of white goods. My daily responsibilities include, but are not limited to:- Managing a local team of 10 CSRs.- Handling manager calls and escalated complaints.- Participating in regular meetings with the goal to improve all buiseness essential KPIs, related to customer service.- Providing local facility management and maintenance of the office environment.- Covering the basic payroll functions of the company.

▪ Currently responsible for a dedicated team of 10-15 people. My responsibilities include, but are not limited to:- Education, coaching and development using the latest methods in the industry – GROW and SMART.- Ensuring compliance with internal policies and order.- Taking manager’s calls and escalated complaints.- Participating in development and planning management meetings.- Analysing results, finding positive / negative trends and creating development plans.- Organizing team meetings to discuss results, build strategies and investigate any future challenges.- Create and adjust team schedules while ensuring a good work-to-life balance.

In August, 2014 I was assigned to the position above. To put it mildly this position is considered as a technical team leader. I am responsible for educating, training, coaching and developing a team of 10-15 people. My responsibilities include the delivery of a variety of KPIs and SLAs as well as administrative and technical escalations. The position gave me the chance to go through a lot of training sessions with various topics like GROW and SMART coaching methods.

In March 2014 I have become part of CRT team at the leading broadband, TV and voice provider in UK. This is the 3rd level of technical support and also level of support with high requirements of knowledge in ADSL latest technologies, FTTC, SFI processes, BT Openreach, POTS, VoIP etc. On this position I have the opportunity to show my personnel analytical, technical and attention to details skills, which are critical in relation to the importance of the job.

In April 2011 I was promoted to Level 3 Senior specialist technical support. On this position I was responsible for Alarm Detection and Notification, Network configuration and Troubleshooting 24/7, rDNS, RADIUS, LNS, Wholesalers/Resellers 3rd line support, Dealing with all cases escalated from the Technical Support Level 1/2 Agents, Preparing notification for the planned and unplanned outages for all customers and business partners.

In addition to my previous duties I started moderating the client's product forum webpage, assisting end users with diagnostics and information in various areas

Dealing with incoming calls, e-mails, tickets and live chat in direct contact with the end customers. There I have passed a few trainings for Customer Care, Soft Skills, Technical support, Attention to details, etc.