Position: Customer Experience Manager
Category: Support
English level: intermediate
Years of experience: 7

Decreased user churn by 9% per year (Bitrix24.ua).
November 2020 — March 2022
Customer Experience Manager
Bitrix24.ua (Kyiv)

• Customer research (purchase experience, partner experience) 
• CES-interview, JTBD
• Interaction with the product managers to improve the product
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June 2019 — June 2020
Datagroup (Kyiv)
Sales Manager
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October 2018 — may 2019
LABA, Kyiv
Customer Success Manager

• Consistently maintained an NPS score 75% or higher (depending on course)
• Successfully processed an average of 40 customer calls a day
• Actively identified upsell opportunities to drive new sales
• Served as a first point of contact for key customers
• Facilitated resolution of arising disputes
• Maintained and expanded customer relations management systems
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February 2018 — October 2018
HeadHunter (grc.ua) (Kyiv)
Project Manager (training project Recruitoria)

Achievements & responsibilities:
Organized 30+ webinars by leading PR and HR-professionals (etutorium.ru);
Actively sought and liaised with speakers among top professionals;
Designed and distributed webinar presentations;
Wrote content and announcements for company website and telegram channel;
Worked closely with company event participants to provide support and create new business opportunities;
Maintained and expanded customer relations management systems;
Coordinated work for copywriters and brand managers at worksection.com.

October 2015 — october 2018
grc.ua (Kyiv)
Corporate Sales Manager

• Consistently exceeded monthly sales quota (average - 103%)
• Closed and expended relationships with key customers (L’Oreal, AB InBev Efes, CREDIT AGRICOLE BANK, JTI, BAT, KPMG, EY, lifecell, ProCredit Bank) etc.
• Client-Onboarding 
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February 2014 — october 2015
grc.ua (Kyiv)
Sales Manager (telephone sales department)
Increase the number of cases in user experience management. Researching. Customer Care.