Position: Product manager
Category: Product Manager
English level: fluent
Years of experience: 4

Analyzed current business process and problems of the support department, described the main problems from different sides (clients, support, contractors, support management and business), developed and implemented automated solutions for clients correspondents, order processing and contractors management that  
- Reduced number of unanswered tickets from 500 to 0, 
- Reduced possibility of missing order to 0
- Optimized number of support agents during the working shift according to clients/contractors activity
- Reduced churn rate from 1% to 0,05%
- Made an instant display of the main business metrics

Defined low registration rate, designed gamified on-site solution for beta-testing our SaaS product for increasing customer acquisition, fasten registration and integration clients 
- Achieved clients WOW-moment before registration
- Increased number of registrations in 10 times

Developed and implemented data-driven multi-channel onboarding for our clients (2 min onboarding video instruction, step-by-step integration and quick integration with clients sites and CRM systems)
- Decreased integration time from 2 weeks into 2 minutes
Companies environments: outsource / product companies, start-up, b2b / b2c models, multi-cultural and worldwide, SaaS, e-mail marketing, software development, sales companies

Companies management: worked under CEO supervision close collaborated with other departments

Operational director: 
- Conducted comprehensive analysis and review of all business development and internal support processes;
- Designed and implemented new business processes;
- Oversaw department training activities to ensure all team members received functional product expertise;
- Increased employee engagement by 20% by focusing on efficient workload balance;
- Recruited, selected, hired and evaluated the performance of personnel to ensure all department needs were;

Implementation manager: 
- Created personal client rapport leading to successful outcomes by identifying areas for growth, developing creative solutions and taking ownership by assisting the client in executing the processes;
- Developed and implement automotive omnichannel onboarding process for the clients;

Product manager:
- Took part in the development of the product modernization, work in collaboration with the marketing and development team;
- Collected and analyzed competitors data and market needs for building a product development strategy;
- Developed basic scalable work models of the customer support and sales department;
- Initiated continual efforts to improve the implementation by identifying opportunities to streamline the process;
- Organized technical (API) documentation;
- Presented the product on business exhibitions;