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Обо мне

Experienced Head of Customer Support with strong professional skills in Product Management, Customer Success, Marketing and Sales.

Опыт работы
Международная анонимная блокчейн-лотерея
Head of Customer Success Department
Сентябрь 2018 — Февраль 2020 (1 год и 6 месяцев)

I was a Head of Customer Success Department at the world-wide gaming platform trueflip.io.

My main responsibilities:

- hire, manage and motivate office team and remote workers

- organize 24/7 support including complicated cases

(deposits, withdrawals, bonuses, etc.)

- improve customer lifetime value

- propose new features for the project based on the user's feedback

- find new channels for interaction with users (forum, live-chat, messengers)

- create and improve team’s KPI (productivity, CSAT, customer happiness)

- develop ways for support processes automation (CRM, chat-bot, interactive Help Centre)

- train newcomers and help preparing tutoring materials, webinars and online courses.

Работа на яркой стороне в отличной компании
Head of Distribution Support Department
Май 2017 — Август 2018 (1 год и 4 месяца)

I was a Head of Distribution Support team in Telecom company Beeline (apart of world-wide company VEON).
- provide internal customers with outstanding service in all stages of their
experience in distribution processes, the main focus on customer needs
- analyze and distribute the feedback to the development and marketing teams
- create proposals for the new features of distribution support (special script for the automated work with the agreements)
- participate at the international conferences with relevant topics

Fogsoft
Ярославль
Product manager
Май 2014 — Май 2017 (3 года и 1 месяц)

As a Product Manager at the international company Fogsoft, I have launched the SaaS platform WholeMetal for Germany ( http://wholemetal.com/ ). Drove the product from the conception, through the implementation and performance
optimizations, to the launch:
- creating a data-driven long-term road-map for the SaaS platform
- coordinating product development, design, and marketing tasks
- sales organization through international conferences, email marketing and
phone-calls

Высшее образование
Московская высшая школа социальных и экономических наук
Москва
Факультет: Социологии и политологии
Сентябрь 2005—Август 2007 (1 год и 11 месяцев)
MA in Arts (Sociology)