Alexandra Kantor
Global Customer Support Manager
Summary
Dynamic and results-driven professional seeking an opportunity to utilize strategic vision, leadership skills, and extensive experience to drive customer satisfaction and contribute to the growth and success of a dynamic organization.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Workforce Operation and Performance Senior Manager
PAYONEER
08.2021 - Current
- Leading outsource domain of 8 Outsourced hubs for Global Customer Care
- Defining and monitoring key performance indicators (KPIs) such as CSAT, AIPH, FCR to measure effectiveness and efficiency of support team, suggesting ways for constant improvement
- Constantly analyzing customer feedback and support data to identify trends, issues, and opportunities for improvement
- Suggested and orchestrated new solutions and workflows for support strategies: (regional support and channel optimization) resulting in savings for company and enhanced customers’ experience
- Closely collaborated with Solutions and Product teams to develop and implement new technological solutions and initiatives in customer care
- Hiring, and mentoring management staff in outsource hubs, fostering culture of excellence and teamwork
- Managing Contracts with BPOs making sure all operational needs and KPIs are being reflected.
Vendor Operations and Performance Manager
PAYONEER
07.2020 - 07.2021
- Monitoring and evaluating the performance of outsourcing partners, tracking KPIs, SLAs, and other metrics to ensure adherence to quality and efficiency standards
- Implementing support policies, procedures, and best practices
- Leading performance improvement initiatives
- Developing internal routines to maintain brand look and feel in each hub.
Customer Care Chat Team Manager
PAYONEER
06.2017 - 07.2020
- Managing and overseeing chat channel across Customer Care department
- Establishing strategies to optimize chat channel performance, including response time, waiting time, customer satisfaction, and resolution rates
- Performed assessment of need and development of tech solutions for chat management and routing
- Leading a team of customer support representatives, providing coaching, guidance, and support
- Monitoring team performance, track key performance indicators (KPIs), and provide regular feedback to team members
- Provide coaching, guidance, and support to team members to help them achieve individual and team goals
- Hiring and training new team members.
Education
BA IN ECONOMICS -
INTERNATIONAL SOLOMON UNIVERSITY. KYIV, UKRAINE.
09.2005 - 08.2010
Skills
Customer-focused mindset
Leadership and team management
Outsource management
Strategic planning and execution
Talent Development
Resource Allocation
Languages
English
Advanced
C1
Hebrew
Upper intermediate
B2
Ukrainian
Proficient
C2
Russian
Proficient
C2
Timeline
Workforce Operation and Performance Senior Manager
PAYONEER
08.2021 - Current
Vendor Operations and Performance Manager
PAYONEER
07.2020 - 07.2021
Customer Care Chat Team Manager
PAYONEER
06.2017 - 07.2020
BA IN ECONOMICS -
INTERNATIONAL SOLOMON UNIVERSITY. KYIV, UKRAINE.
09.2005 - 08.2010
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