Customer service team leader

Expert in customer support and service. Currently managing a team of 20 people (customer service agents). B2B service and support alongside B2C service and support. I have experience working in CRM, reservations and accommodation listing system, training and education organisation via Cisco Webex, quality control (Verint), data analysis, work force management, recruiting, motivating employees, creation and implementation of new processes regarding on-line accommodation listing. I am a beginner in copywriting, article and review writing and would like to expand my knowledge and experience. Have some basic experience with translating (mostly travel/tourism related). Also, I have some experience with content writing and editing. Active MS Office user.