Leonid Spivak, PMP

Experience

• 

  Payoneer

  Aug 2016 - now

  - Led a high-performing team of 6 Customer Care Team Leaders, effectively managing a team of 80+ associates and consistently exceeding customer service expectations.- Developed and motivated mid-level managers to achieve performance goals, driving continuous team improvement.- Collaborated with senior management to establish and monitor KPIs aligning team goals with company objectives.- Analyzed customer satisfaction metrics, using data-driven insights to improve team performance (mention specific improvements made, if applicable). Show less - Successfully led a team of 15+ associates, consistently exceeding performance targets and delivering outstanding customer service- Implemented, trained and fully onboarded 2 outsource teams to cover the hours not suitable for the in-house team- Performed the recruitment and onboarding efforts, crafting comprehensive training programs to ensure seamless integration of new team members- Streamlined social media support workflows on Facebook, Twitter, and Instagram, and developed a robust knowledge base, resulting in enhanced customer self-service options- Created an escalation flow for review websites including Trustpilot, Site Jabber, and Reclame Aqui, achieving a rating of 4+ stars on each of them- Provided ongoing performance coaching and development to team members, driving individual growth and collective success Show less - Collaborated with the Content and Product teams to ensure accurate and user-friendly content for Payoneer's Support Center and internal resources.- Led the project to revamp the Support Center, updating the design, significantly improving user experience, and promoting self-service resolutions.- Oversaw a team of translators, ensuring consistent and high-quality content for diverse international markets.- Analyzed customer feedback and data, using insights to implement content and UI enhancements tailored to customer needs. Show less • Created and published compelling content for Payoneer's official online resources, driving engagement and promoting brand awareness• Participated in online and offline events related to the CEE market, including webinars and expos, to increase brand visibility and attract potential customers• Collaborated closely with the CEE team (marketing, affiliates, business development) to identify market trends and opportunities for engagement, resulting in increased customer acquisition and retention• Interacted with influencers and potential high earners, building relationships, and promoting Payoneer's services to drive business growth Show less

  • Customer Care Manager

    Mar 2022 - now

  • Social Media Team Leader (Customer Care)

    May 2020 - Mar 2022

  • Customer Care Team Leader

    Apr 2019 - May 2020

  • Content and UI Specialist

    Nov 2018 - May 2019

  • Social Media Specialist

    Aug 2016 - Nov 2018