Position: Client Advocate, Customer Experience manager, Customer Success Manager
Category: Support
English level: fluent
Years of experience: 3

2013-2017         Bachelor of Arts - EENU
2017	Crisis Management & Human Behavior Course - Carnival Cruise Line, USA
2017	Crowd Management Course - Carnival Cruise Line, USA
2017	Dedicated Safety Training (onboard & instructions) 
 (Solas Chapter III) - Carnival Cruise Line, USA
2017	Marlins English Language Test for Cruise Ship Staff 
(Score: 89%) - Carnival Cruise Line, USA
2020        Initiating and Planning Projects - The University of California, Irvine Division of Continuing Education, online
2022	Leading a Customer Service Team - LinkedIn, online
Formed service & communication standards within the organization. Monitored their implementation and enforcement. Performed CX training.
-	Developed the customer retention strategy
-	Set the vision and led meetings to brainstorm project goals and define functional changes in the existing processes for our users to get an exceptional experience.
-	Analyzed web data, competitive analyses, and industry trends to develop requirements and implement them to increase loyalty to the brand.
-	Established communication mediums through which customers can readily contact a company and vice versa. Acted as the first point of contact for escalated support issues.
-	Formulated the idea and concept of a customer relationship management (CRM) system and tools for coordinating and monitoring customer experience operations.
-	Provided training on regular basis on working with new software.
-	Conducted CX studies, Focus marketing, and Crowd marketing research to discover new techniques necessary for improving customer experience.
-	Collected and analyzed CX metrics such as NPS and CSAT on a quarterly basis.
-	Oversaw the restructuring of an organization into a customer-focused establishment
-	Ensured that appropriate actions are taken to resolve customers’ problems and concerns.
-	Maintained customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
-	Tracked team’s performance, specifically to analyze the successful completion of short and long-term goals and maintaining communication standards.
-	Delegated project tasks based on junior staff members' individual strengths, skill sets, and experience levels
-	Monitored and controlled processing of complaint appeals.
-	Monitored and processed the negatives on online platforms.
-	Formed reports on appeals: the main problems, service life, speed of closing of complaint cases, and feedback on the comfort of using the service after closing the complaint application. Made adjustments to the work in accordance with this information