About author

Hlib Shvets

Delivery Manager

With 9+ years in customer support and team leadership, Hlib specializes in scaling support teams, CRM implementation, and AI-driven optimization. He has led operations, coached teams, and improved performance across large-scale projects. At EverHelp, Hlib oversees support strategy for multiple clients. He has built a 62-agent team for Forma, delivering 24/7 support and managing over 135,000 monthly requests. His approach blends analytics, process design, and tech-driven efficiency.

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Hlib’s signature pieces

Technical Support

10 Dec

15

MIN READ

How to Structure Your Teams for Efficiency: IT Support Tiers Explained

Learn how customer service tiers optimize resolution times. Find out how to reach 83% CSAT by structuring your IT support teams.

Metrics

14 Apr

15

MIN READ

What Every Business Needs to Know About Preventing Chargebacks

Chargeback rate is an unavoidable metric for businesses. Read and learn how to reduce your number of chargebacks by outsourcing customer support.

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