Anna Buhara - Резюме Customer support

Customer Support Team Lead ProPeople Feb 2021 – Present ● Supervise and manage a customer support team of 10+ members, assigning roles and optimizing workflows. ● Conduct weekly team meetings to improve efficiency, reduce wait times, and enhance customer satisfaction. ● Lead the processing of 1,000+ customer emails daily, ensuring timely and accurate responses. ● Develop and manage Excel & Google Sheets-based automation tools to improve data accuracy and streamline workflows. ● Manage customer accounts, updates, and fraud prevention processes, ensuring compliance and security. ● Implement payment processing systems, handling large-scale refunds, invoices, and financial records. ● Collaborate with cross-functional teams (Operations, IT, and Finance) to resolve customer issues and enhance service delivery. ● Generate performance reports to analyze trends, improve KPIs, and optimize customer engagement strategies. ● Oversee platform moderation and enforce compliance with security protocols, including 2-Factor Authentication (2FA) management. ________________________________________ Account Manager ElSharm Feb 2019 – Jan 2021 ● Served as the primary point of contact for customer inquiries and escalations. ● Managed CRM databases, ensuring accuracy and consistency in customer records. ● Created detailed reports on partner activities and product updates to enhance business performance. ● Strengthened client relationships through proactive engagement and retention strategies. ● Exceeded KPI and retention targets through efficient problem-solving and customer-first solutions. ________________________________________ Customer Support Representative Alpha Web Group June 2016 – Dec 2018 ● Provided real-time customer support, achieving a 4-11 minute average response time. ● Resolved 95% of customer complaints successfully, maintaining a high customer satisfaction rate. ● Assisted in system integration and onboarding to ensure seamless user experience. ● Collaborated with internal teams to optimize workflows and enhance service quality.

Bachelor’s Degree in Trade & Marketing Kyiv National University of Trade and Economics (2015-2019)

CRM & Support Platforms: Zendesk, Salesforce, Omnidesk, Telegram Data & Reporting: Excel, Google Sheets (Advanced), Management.io Workflow & Security: 2FA Management, Security Protocols, Fraud Prevention

-

Summary
Dynamic and results-driven Customer Support Team Lead with 4+ years of experience in managing high-performing teams, improving customer satisfaction and streamlining operations. Skilled in team mentoring and leadership, conflict resolution, process automation, and customer engagement and retention. Proven ability to handle high-volume inquiries (1,000+ daily emails), implement efficiency-driven tools, and enhance the customer experience. Adept at working with CRM systems, workflow optimization, and fraud prevention.