Customer Service Specialist

• Mar 2019 - Jun 2019

SE Ranking is an SEO optimization SaaS designed for SEO specialists, SEO agencies, and business owners. Achievements: - Provided onboarding assistance for users via chats, phone calls, tickets. - Turned refund requests into subscriptions. - Conveyed software issues & improvement suggestions to a development team. SE Ranking is an SEO optimization SaaS designed for SEO specialists, SEO agencies, and business owners. Achievements: - Provided onboarding assistance for users via chats, phone calls, tickets. - Turned refund requests into subscriptions. - Conveyed software issues & improvement suggestions to a development team.

Customer Activation and Retention Specialist

• Aug 2017 - Sep 2018

Triggmine is a marketing automation SaaS for small- & medium-sized eCommerce businesses. Achievements: - Developed 17 Key accounts into predictable subscription renewals within the first 5 months. - Won upfront payments from key accounts that generated ~42% of the total company’s MRR. - Increased monthly revenue by ~15% via upsells of new features within a month after release. - Reduced Customers’ time & efforts for the onboarding process by 33% by eliminating sore points from… Show more Triggmine is a marketing automation SaaS for small- & medium-sized eCommerce businesses. Achievements: - Developed 17 Key accounts into predictable subscription renewals within the first 5 months. - Won upfront payments from key accounts that generated ~42% of the total company’s MRR. - Increased monthly revenue by ~15% via upsells of new features within a month after release. - Reduced Customers’ time & efforts for the onboarding process by 33% by eliminating sore points from their integration journey. - Maintained constant contact with existing customers extracting their service satisfaction feedback. - Trained and coordinated performance of 1 Customer Relationships Specialist. - Educated users regarding services value, benefits & features for customers via demo calls, chats and emails. - Converted successful use-cases, users feedback and compliances into improvement opportunities. - Resolved customers inquiries through all their lifecycle stages. - Collaborated across all business units to provide the fastest solution possible. Within startup besides primary AE function I was able to deliver in other business directions: As a Business Development Representative during the fundraising stage (May - Aug 2018) I’ve: - Prospected targeted leads from related listings and platforms. - Made 20-50 contacts and follow-ups per day. - Conveyed services’ value, benefits and features via demo calls, emails, LinkedIn. - Delivered warmed-up leads to CEO for future negotiations. - Tracked users communications history and lifecycle stages in a CRM system. As a Social Media Engagement Specialist during the ICO stage (Feb - Jul 2018) I have: - Maintained brand awareness through Telegram channel with 18k users. - Educated customers on a service's value, features, benefits & updates. - Coordinated Bounty campaign & distributed rewards. - Created guides for support team on detecting & utilizing scam/fishing activities. Show less Triggmine is a marketing automation SaaS for small- & medium-sized eCommerce businesses. Achievements: - Developed 17 Key accounts into predictable subscription renewals within the first 5 months. - Won upfront payments from key accounts that generated ~42% of the total company’s MRR. - Increased monthly revenue by ~15% via upsells of new features within a month after release. - Reduced Customers’ time & efforts for the onboarding process by 33% by eliminating sore points from… Show more Triggmine is a marketing automation SaaS for small- & medium-sized eCommerce businesses. Achievements: - Developed 17 Key accounts into predictable subscription renewals within the first 5 months. - Won upfront payments from key accounts that generated ~42% of the total company’s MRR. - Increased monthly revenue by ~15% via upsells of new features within a month after release. - Reduced Customers’ time & efforts for the onboarding process by 33% by eliminating sore points from their integration journey. - Maintained constant contact with existing customers extracting their service satisfaction feedback. - Trained and coordinated performance of 1 Customer Relationships Specialist. - Educated users regarding services value, benefits & features for customers via demo calls, chats and emails. - Converted successful use-cases, users feedback and compliances into improvement opportunities. - Resolved customers inquiries through all their lifecycle stages. - Collaborated across all business units to provide the fastest solution possible. Within startup besides primary AE function I was able to deliver in other business directions: As a Business Development Representative during the fundraising stage (May - Aug 2018) I’ve: - Prospected targeted leads from related listings and platforms. - Made 20-50 contacts and follow-ups per day. - Conveyed services’ value, benefits and features via demo calls, emails, LinkedIn. - Delivered warmed-up leads to CEO for future negotiations. - Tracked users communications history and lifecycle stages in a CRM system. As a Social Media Engagement Specialist during the ICO stage (Feb - Jul 2018) I have: - Maintained brand awareness through Telegram channel with 18k users. - Educated customers on a service's value, features, benefits & updates. - Coordinated Bounty campaign & distributed rewards. - Created guides for support team on detecting & utilizing scam/fishing activities. Show less

Customer Service Representative

• Apr 2017 - May 2017

Achievements: - Mastered a high-volume workload of inbound leads from Americas, EMEA, and ANZ regions via incoming/outgoing calls, emails, and chats. - Provided smooth onboarding experience to increase customers’ adoption rate. - Performed upsells and cross-sells within customer engagement cycle. - Improved brand awareness by providing attentive and helpful support during whole customers’ life cycle. - Gathered feedback from users regarding their satisfaction/success level with… Show more Achievements: - Mastered a high-volume workload of inbound leads from Americas, EMEA, and ANZ regions via incoming/outgoing calls, emails, and chats. - Provided smooth onboarding experience to increase customers’ adoption rate. - Performed upsells and cross-sells within customer engagement cycle. - Improved brand awareness by providing attentive and helpful support during whole customers’ life cycle. - Gathered feedback from users regarding their satisfaction/success level with a service (surveys, phone calls, questionnaires) as a part of customer success function. Daily contributions: - Resolved customer’s inquiries in ticketing system with average pace - 12 tickets per hour. - Tracked and developed users’ lifecycle in CRM system. - Distributed special cases to relevant departments for further resolution. - Met performance benchmarks (speed, conversion rate, volume) within a deadline-driven environment. - Operating several applications simultaneously, prioritizing, and time management while remained focused and productive (including night shifts). Show less Achievements: - Mastered a high-volume workload of inbound leads from Americas, EMEA, and ANZ regions via incoming/outgoing calls, emails, and chats. - Provided smooth onboarding experience to increase customers’ adoption rate. - Performed upsells and cross-sells within customer engagement cycle. - Improved brand awareness by providing attentive and helpful support during whole customers’ life cycle. - Gathered feedback from users regarding their satisfaction/success level with… Show more Achievements: - Mastered a high-volume workload of inbound leads from Americas, EMEA, and ANZ regions via incoming/outgoing calls, emails, and chats. - Provided smooth onboarding experience to increase customers’ adoption rate. - Performed upsells and cross-sells within customer engagement cycle. - Improved brand awareness by providing attentive and helpful support during whole customers’ life cycle. - Gathered feedback from users regarding their satisfaction/success level with a service (surveys, phone calls, questionnaires) as a part of customer success function. Daily contributions: - Resolved customer’s inquiries in ticketing system with average pace - 12 tickets per hour. - Tracked and developed users’ lifecycle in CRM system. - Distributed special cases to relevant departments for further resolution. - Met performance benchmarks (speed, conversion rate, volume) within a deadline-driven environment. - Operating several applications simultaneously, prioritizing, and time management while remained focused and productive (including night shifts). Show less

Account Executive

• Apr 2016 - Mar 2017

Achievements: - Converted a total of 120 inbound leads. - Increased average bill by 17% via upsells and cross-sells. - Procured monthly sales growth pace by 38% within the first 4 months. - Achieved returning purchases rate of 24.6% by providing attentive customer service. - Attained customer satisfaction rate of 99%. - Increased ROI by 73% due to resources allocation and operational processes optimization - Eliminated obstacles from customer journey. - Handled… Show more Achievements: - Converted a total of 120 inbound leads. - Increased average bill by 17% via upsells and cross-sells. - Procured monthly sales growth pace by 38% within the first 4 months. - Achieved returning purchases rate of 24.6% by providing attentive customer service. - Attained customer satisfaction rate of 99%. - Increased ROI by 73% due to resources allocation and operational processes optimization - Eliminated obstacles from customer journey. - Handled documentation (agreements, reports etc.). Show less Achievements: - Converted a total of 120 inbound leads. - Increased average bill by 17% via upsells and cross-sells. - Procured monthly sales growth pace by 38% within the first 4 months. - Achieved returning purchases rate of 24.6% by providing attentive customer service. - Attained customer satisfaction rate of 99%. - Increased ROI by 73% due to resources allocation and operational processes optimization - Eliminated obstacles from customer journey. - Handled… Show more Achievements: - Converted a total of 120 inbound leads. - Increased average bill by 17% via upsells and cross-sells. - Procured monthly sales growth pace by 38% within the first 4 months. - Achieved returning purchases rate of 24.6% by providing attentive customer service. - Attained customer satisfaction rate of 99%. - Increased ROI by 73% due to resources allocation and operational processes optimization - Eliminated obstacles from customer journey. - Handled documentation (agreements, reports etc.). Show less

Pool Lifeguard

• May 2014 - Aug 2014