At Turbostars, I lead and mentor a team of 8 B2B Support Specialists, maintaining 98%+ SLA compliance. I improved Tier 1 resolution by 15–20% and developed QA processes that reduced agent error rates by 15–20%.
I also manage shift schedules and 24/7 team rotations, and linked agent KPIs and scorecards to error analysis and quality audits. I updated the internal Knowledge Base and SOPs and optimized ticket categorization and incident escalation flows.
Previously, at P4P, I resolved B2C customer inquiries via Live Chat and Email and contributed feedback on recurring issues. At Glukhiv and Okhtyrka Bakery Plants (TM ”Dobry”), I managed procurement for two plants; at Naftogaz of Ukraine, I handled customer care inquiries and maintained CRM records.
