Position: Sales, Customer Excellence, Retention, COO
Category: Support
English level: fluent
Years of experience: 9

Я основал ZoomSupport - компанию, которая работает в 6 городах Украины и делает прямые продажи по телефону и в чате услуг Premium Technical Support, делает апселлы релевантных продуктов, ощутимо увеличивая LTV клиентов. Имею обширные знания/понимание англоязычного (а также всех крупных европейских языков) клиента и умею организовать клиентскую поддержку быстро, cost-effective, выше ожиданий клиента.
Head of Retention, April 2022-Present
NDA
- Projects reached constant GGR growth (monthly)
- Implemented multichannel retention strategy
- Strengthened CRM KPIs, based on the cross-channel
user behavior
- Managed customer segmentation using RFM approach -
actvity and user lifecycle
- defining a-ha moment as a key point in retention
strategy
- Worked with CRM team to analyze and segment
customer base in order to develop and deliver effective
promotions
- Analyzed player behavior and activity, looking for
growth areas
- managed multi-variant testing across multiple audiences
and launched experiments to identify the most effective
offers to improve KPIs through the customer lifecycle


Senior Operations Manager Jan 2022 - April 2022
NDA, iGaming
- Reviewed call-center organizational structure: separated
sales and support streams
- Reformed the structure to a scalable model: multilanguages,
new projects support
- Middle management: built supervision process;
- Introduced KPI and set started to set goals for the teams;
- Introduced regular feedback from and to agents;
- changed 'templated' communications to more
personalized
- culture change: Empathy, politeness and stress
resistance
- initiated trainings and Quality Assurance;
- developed job descriptions for Callcenter, Support and
QA managers.
- optimized working schedule and 24/7 availability..

Head of Customer Support and Logistics
Eve Distribution Ltd./Dough Ltd.
Managing the customer support team and logistics.
Responsibilities:
- Build and manage the Customer support team.
- Proactive communications to various customer groups

Hong Kong, Kyiv
Oct 2020 - Nov 2021
- Dealing with billing requests: optimizing the refunds
and chargeback rate.
- Dealing with delivery requests, returns and warranty.
- Shipping/Tracking/Delivery of our products to b2b
andb2c customers. Set up and maintain QA of the
customer support process.
Продуктовая компания, в которой динамично тестируются/валидируются идеи для развития и получения и оптимизации прибыльности, в которой умеют понимать/слышать клиента.
Мне нравится работать в среде, где много неизвестных, но есть классная команда, которая стремится создать интересный и прибыльный бизнес.