Dmytro Movchan

Support specialist with 3+ years of experience in domain, billing, and technical support, currently working as a Shift Leader Assistant. I manage end-to-end sales cases, support agents as an SME, and coordinate with Finance, Product, Billing, and Abuse teams on non-standard issues. I'm strong in structured communication, accuracy, and handling sensitive customer situations, consistently maintaining high satisfaction while keeping processes clear and predictable. At the same time, I take on other responsibilities: mentoring agents, assisting with escalations, improving case-resolution flows, and helping balance workload during shifts. Familiar with key support metrics such as FRT, CSAT, and backlog, and understand how they influence team performance, workload balance, and overall customer experience.