Experience

StudyFree

• United States
• Higher Education
• 1 - 100 Employee

• Vice President Of Global Operations

  • Jan 2021 - Present



Gett

• Argentina
• Advertising Services
• 1 - 100 Employee

• Head of customer experience & Operational efficiency director

  • Jul 2013 - Feb 2020

  • Built a full-cycle client service department (400+ staff) from scratch• Drafted and implemented servicing standards ensuring leading position in client service during swift 400% business scaling, creating the SMART SERVICE STRATEGY• Designed seamless follow-the-sun processes supporting continuous 24х7 services highly demanded by enterprise-level clients, and launched them in b2b market• In record-breaking 2 months, and with a tight budget, arranged branding of over 20 thousands of vehicles, streamlining the wrapping process● Prioritized by consumer group and margin, increasing NPS to 86%● Implemented outsourcing contact centers into the Gett service system● Developed an employee motivation system● Participated in the implementation of a federal-scale project for the migration / transformation of corporate products and solutions from local to XaaS model, including the implementation of XaaS indicators and sales indicators (SBER and other clients)● Relaunched problem areas with a 20% efficiency increase by re-prioritizing conversion channels● Implemented a loyalty program relay, increasing the number of passengers by 10%● Increased the involvement of department employees up to 96%● Provided 0% turnover based on positive motivation and internal customer focus● Implemented Live Chat in the app with response time <30 seconds and 45% automation level● Implemented predictive assistance tools (API, full monitoring tools)Ensured the most competitive results measured by key client service metrics: • CSAT - 98; NPS - 86%; 400+ agents• Request coverage ratio - 99%• Call response time < 10 seconds.• 96% employees involved and satisfied with their work • 0% employee turnover, stable in-house and 4 outsourced teams • Servicing budget 60% lower than benchmarks



Transportir

• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Logistics Director

  • 2011 - 2013

  • Developed and implemented the international air freight segment• Ensured 30% annual growth of export and import sales of the company • Developed and implemented the international air freight segment• Ensured 30% annual growth of export and import sales of the company



GREENLIGHT Global LOGISTICS LLC

• Logistics Director

  • 2008 - 2011

  • Created from scratch a worldwide agents network • Ensured a five-time increase in air freight services sales • Created from scratch a worldwide agents network • Ensured a five-time increase in air freight services sales