Position: Head of Customer Success
Category: Support
Experience: 11 years | English: fluent

Achievements:
-	A project was developed to improve the level of service provided to users (financial segment, claims, and consultation LOB): an audit and further changes in the procedures and regulations for conducting dialogue with customers, web-site audit, revision of the communication structure between the contact center and our client (support team, QA department, Fraud department), which led to an increase in the quality of services provided. Performed training for all employees (160 members of the project), a constant checkup of new standard performance, continuous feedback to the end client about the process of implementations. Increased customer satisfaction (C-Sat) on 13% and first contact resolution (FCR) on 21%, NPS on 7% per 300,000+ contacts per month. All changes had been implemented within 2 months for all project members;
-	Development of a motivation program for employees, thanks to which product knowledge improved by 16% and employee involvement increased to 23%;
-	Analyzed the NPS rating and developed a number of improvements to implement. Thanks to this, NPS grew at 7% during the first month, within 5 months, and got stable on max point with total growth of 18% (SaaS product).
-	The customer response procedures were rewritten, due to which, within 2 months, they reduced repeated customer calls by 14%, over the next 3 months, the customer noted the constant growth of the company's NPS (after contacting support) and the indicator was 54% (the LOB of claims processing).
-	During the year, the team showed itself in the best possible way, due to which it was possible to take additional volumes from the 2nd level of support (client’s in-house) and expand the staff of my team by 20% to handle 3 other types of requests to a client company.
-	Had been recognized as a best Supervisor of a local site in 2013, received 3rd place at a regional level (Ukraine - Russia) among 30+ supervisors.
Client service manager - Scheduling Worldwide
March 2019 – now
Main responsibilities:
-	Support and develop long-term relationships with clients;
-	Create additional product value for clients based on program goals and results;
-	Update clients about the project flow, receive and implement client’s feedback upon the project, operational, service, and financial reporting;
-	Organize the workflow for the internal team to implement current tasks;
-	Maintain performance results for clients and internal team;
-	Run projects within a budget. Optimize project costs and find ways to expand the project at a win-win point.

Product owner - iFin
October 2018 - January 2019

Quality assurance manager – iFin
July 2018 - September 2018

Assistant contact center manager (project manager) – Teleperformance
August 2015 – April 2018
Main responsibilities:
-	KPIs performance (individual, per project) on a daily, weekly, and monthly basis;
-	Compliance with internal standards and processes of the company and guarantee of compliance daily, weekly and monthly;
-	Reporting and analysis of indicators. Preparation and presentation of project results on weekly, monthly, quarterly bases;
-	Systematic meetings with the internal project team, related departments (trainers, quality department, planning, and analysis department, IT), and the customer;
-	Training and development of the internal team (soft and hard skills);
-	Drive improvements in operations processes and implement company’ global activities;
-	Projects and LOBs launch within all standards.

Supervisor – Teleperformance
January 2013 – July 2015

Agent of a support line – Teleperformance
February 2011 – December 2012
I'm looking for a challenging project with opportunities to grow.