Position: Customer service manager
Category: Support
English level: fluent
Years of experience: 10

- Regularly achieved the highest customer feedback rate in the department, which increased the number of returning clients and CLV;
- Regularly achieved the highest visa approval rate among the department (95%), which ensured meeting quarterly and yearly targets by the company and almost eliminated client churn; 
- Managed the biggest pool of clients in the department (over 30 at once);
- Reached the highest repeat customer rate among the department (over 60%)
- Initiated and managed the project on the automation of the loan contracts, cooperated with the IT department, performed testing. This helped to speed up the process of disbursing loans and make it more “mistake-proof”, allowing branch specialists to process more loan applications per day;
- Client service manager with almost 10 years of experience, avid customer advocate with a proven record of meeting and exceeding customer’s expectations; 
- Regularly performed and outperformed revenue targets by 50%-100%, constantly achieving the best results in the customer service team;
- Designed customer service guidelines, identified opportunities for improving/automating business processes which allowed to maintain customer satisfaction indicators at a high level: CSAT (4,8/5), NPS (over 95%), retention rate (98%), repeat customers rate (over 60%) 

I am currently shifting towards IT and looking for a Customer success manager role at a SaaS company.
 
Here is the list of courses I've taken:
2020, Skill Up Academy - “Software Testing” (certificate), 
August - September 2022, Merge Academy - “Webflow” (coursework, certificate)
August 2022, Coursera - “UX Research”

I will shortly start a course in Product Management from LABA and anticipate finishing it in November 2022.