I started my career and acquaintance with the future CSC company 4 years ago. I was providing posting services, and in 2020, I joined CSC-IT as a technical support specialist.
At the time of my appointment, I did not even imagine that I would be promoted. My initial function was to keep the work schedule of all specialists and coordinate replacements between colleagues. Then all the rubricators/instructions smoothly passed into my scope: I made changes, mailout to colleagues. Next task was larger: I had to produce a form of report on the performance of our department. After successful implementation of that mini-project, I became the head of the group.
New position brought me new, no less interesting, tasks: developing KPIs and job descriptions, budgeting for future periods, carrying out the coordination of documentation and participation in the new project “Corporate Call Centre". This invaluable experience, my active involvement and desire to learn new things helped me grow up to be the head of the department. The company helped me develop many important skills, such as the ability to check and analyse a large amount of information, work in crisis situations, find non-standard ways to solve problems, the ability to delegate, manage subordinates, interest in achieving common goals and improving my well-being and the well-being of the team. I have mastered Excel, SAP S4 and a lot more. I am very grateful to my management for their trust and such interesting opportunities.I was lucky to join the "Corporate Call Centre" project for user support from its start; there were 10 of us, many from different cities. Everyone was very responsive: both colleagues and managers. We were developing rubricators, scripts, quality assessment checklists, procedures for handling requests, calls and much more from scratch. Thanks to a well-coordinated team, everything worked out for us.
To achieve good results in our work, it is very important to possess such traits as humanity and the ability to hear others, to perceive comments without negativity, viewing them as an improvement opportunity. We receive requests from different employees. For example, from worried people with urgent questions. We try to calm them down and do everything that depends on us to solve the problem. The rubricators are constantly updated and adjusted when new questions arise; in this way, the specialist can promptly give correct advice to the user. The team and I also hold weekly meetings to analyse complicated requests and share our experience in improving request processing: we combine personal records of colleagues into a single file with response templates, add new actions to the instructions on the problem of connecting to systems, helping the user solve his problem by our own efforts without involving another group, etc.
I have always enjoyed helping people and learning, and it was at CSC-IT that I got the opportunity to develop in various fields and bring my "liking" to a new qualitative level. There are plans to improve the quality of service, reduce the time for processing requests, increase the share of requests resolved by specialists of our department alone, and integrate new directions to optimize the load on colleagues from other departments.
