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Руслан Кулик
Looking for a jobCustomer Support Supervisor at Turbostars, where I improved Tier 1 resolution by 15–20% and maintained 98%+ SLA compliance.
Estonia
Experience
Customer Support Supervisor | Team Lead
Lead and mentor a team of 8 B2B Support Specialists, overseeing daily operations and maintaining a strict 98%+ SLA compliance rate. Developed QA processes, increased L1 resolution rate, and implemented performance tracking and knowledge assessments.
ZendeskJiraConfluenceSlackAI ToolsCustom Admin SystemsShift SchedulingTicket CategorizationIncident ManagementSLA and KPI ManagementQuality AssuranceB2B SupportExcelGoogle Sheetsperformance reporting
Customer Support Specialist (B2C)
Resolved high-volume B2C customer inquiries via Live Chat and Email, maintaining top-tier CSAT and response time metrics. Consistently achieved monthly KPI targets and initiated process improvements by analyzing recurring user issues.
Live ChatEmail SupportCSATKPI TrackingProcess ImprovementCustomer Service
Procurement Manager
Managed end-to-end procurement of raw materials and production supplies for two industrial bakery plants. Negotiated supplier contracts, streamlined logistics, optimized inventory, and ensured compliance with quality standards.
ProcurementSupplier NegotiationLogisticsInventory ManagementBudget TrackingVendor EvaluationQuality and Compliance
Customer Care Representative
Handled inbound call inquiries regarding account billing, tariffs, and utility services in a high-volume contact center environment. Maintained accurate customer records in CRM while effectively resolving issues on the first call.
Inbound CallsBillingTariffsCRMFirst Call ResolutionCustomer Service
Education
Sumy State University
Pursuing a Bachelor of Science in Applied Mechanics with a focus on Computational Engineering in Mechanics, expected to graduate in 2026.
Pursuing a Bachelor of Science in Applied Mechanics with a focus on Computational Engineering in Mechanics, expected to graduate in 2026.