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Обо мне

Customer Service Executive focused on customer success. 
Developing the strategies based on detailed feedback analysis and customer behavior research to deliver a fantastic user experience to the customer. 

Опыт работы
Производство носимой электроники
Head of Support
Февраль 2017 — По настоящее время (3 года и 6 месяцев)
- Built product knowledge base and all-time-zones covering support center from the ground up. - Organized the international support team to cover all time zones audience; Achieved really short response time and increased customer satisfaction rate. - Built Healbe Customer Help Center as a self-help troubleshooting platform, with constantly updating short articles and step-by-step guides. - Created Manual and FAQ content; Build the product knowledge base with more than 500 tagged short replies based on user experience researches. - Engaged in on-boarding content creating and developing. - Reorganized Customer's Feedback Reporting; Constantly analyzing relationships between product development, marketing strategy, and user experience. - Built the common logistic and accounting platform to track the whole lifecycle of a product; - Working closely with Customer Success to create and maintain an enterprise-grade experience across all touch-points of the customer lifecycle. - Leading, inspiring, and motivating the team; - Maintaining a strong understanding of Healbe production and the value we are delivering to our customers. - Identifying opportunities for improvement in processes and quality standards to ensure customer satisfaction, customer loyalty, and overall team productivity.
Высшее образование
Нижегородский государственный университет имени Н.И. Лобачевского
Нижний Новгород
Факультет: Экономический
Сентябрь 2006—Июль 2012 (5 лет и 10 месяцев)