Serge Shevtsov is a dedicated professional with extensive experience in customer support and team leadership at Wrike since September 2015, currently serving as Tier 2 Support Team Lead. Key responsibilities include managing a team of senior support agents, overseeing service quality, conducting training and mentoring, and leading cross-functional projects to enhance customer satisfaction and operational effectiveness. Achievements include the successful launch of new processes to monitor response and resolution SLAs, resulting in improved performance metrics, and a reduction of support ticket backlog. Prior experience includes supervisory roles in customer support at Writtent.com and various positions in hospitality and sales, complemented by a degree in International Relations from Donetsk National University.
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