Customer Success Manager

• Feb 2023 - Present

Team leader of Customer Support

• Jan 2022 - Sep 2022

- Conducts weekly monitoring of the quality of work of agents according to the established form and criteria, to form a report on the quality of work of each agent and department detailing errors and keeping statistics- Conducts work on errors with the agent, if they exist as a result of weekly monitoring to eliminate them and improve the quality of work.- Introduces optimization measures to increase the efficiency of the work of managers, using knowledge in the field of economics, management and administration.- Conducts training for candidates and conducts qualification selection based on training results.- Develop training and support materials for new and current employees to improve their work and optimize the work process- Correct the work of employees, appoint employees to perform certain tasks in the event of unplanned or non-standard situations, in the event of disruptions in the general work order.- Take measures to prevent and eliminate conflict situations in the trusted team Show less

Customer Support Representative

• Feb 2021 - Jan 2022

- Supported customer questions and issues by gathering data, analysing needs, evaluatingpossible resolutions and implementing the best solutions.- Connected with customers to address questions and resolve issues through phone and email.- Participated in ongoing training to learn new products and enhance skills to optimize customersupport .- Liaised with internal teams to resolve customer concerns, escalate issues and serve as companyambassador.- Delivered exceptional customer service by prioritizing emergency issues and developing andemploying workarounds to solve problems expeditiously.- Configured hardware, devices and software to set up work stations for employees.- Broke down and evaluated user problems, using test scripts, personal expertise and probingquestions.- Legal support of corporate clients in VHI insurance.- Consulting clients on insurance policy programs.- Sale of travel and car insurance policies. Show less

Customer Support Representative

• Nov 2020 - Mar 2021

- Participated in continuous improvement by generating suggestions, engaging in problem‑solving activities to support teamwork. - Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. - Proved successful working within tight deadlines and fast‑paced atmosphere. - Participated in team‑building activities to enhance working relationships. - Served customers and followed outlined steps of service. - Reached the quality of work over 90% - Participated in continuous improvement by generating suggestions, engaging in problem‑solving activities to support teamwork. - Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. - Proved successful working within tight deadlines and fast‑paced atmosphere. - Participated in team‑building activities to enhance working relationships. - Served customers and followed outlined steps of service. - Reached the quality of work over 90%

Customer Support Representative

• Oct 2019 - Feb 2020

- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously. - Collected customer feedback and made process changes to exceed customer satisfaction goals. - Offered advice and assistance to customers, paying attention to special needs or wants. - Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. - Cultivated customer loyalty, promoted repeat customers and improved sales. - Developed community reputation through commitment to customer satisfaction and strong client relationships. Show less

Freelance Marketing Consultant

• Sep 2018 - Dec 2019

Маркетинговый аналитик

• Sep 2018 - Nov 2019

Optimized advertising efforts by developing content for media relations, corporate communications and posts. Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans. Wrote engaging and successful marketing, advertising and website copy. Optimized advertising efforts by developing content for media relations, corporate communications and posts. Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans. Wrote engaging and successful marketing, advertising and website copy.