Position: Customer Success Manager
Category: Support
English level: upper
Years of experience: 11

• Built and run several support and success teams from scratch.
• Discovered a unique tone-of-voice and scripts to achieve the highest CSI. 
• Designed a no-code chatbot to cover 80% of inbound requests
• Design and implement chat platform/chatbot automation and integrations to drive up key metrics of business 
• Got a 10% conversion from the first touch with the customer to a sale
• Made scripts and strategies to increase revenue.
• Integrated strategies to optimize refund policy. After a refund, I saved up to 67% of the money (instead of 34%).
• Built a long-term Customer Success flow from scratch.
• Increased product demo presentation conversion for customers by up to 75%.
• Built and managed own e-commerce business and will support yours 
• Customer segmentation. Managed and  generated engagement campaigns for product marketing goals, churn, engagement, NPS,
• Certified fintech AML specialist
I'm a Customer Service professional with 10+ years of experience. During my professional journey, I've been working on every Customer Service unit in different products and services with B2B and B2C models. My entrepreneurial experience focused my mindset on business fundamental values and goals. My passion - is bringing exceptional support service to make customers talk about it. 

Highlights:
• Building exceptional client service from scratch for your business with further support 
• Experience with SaaS and mobile applications
• Focus on metrics: LTV, lead-to-customer conversion, customer retention, NPS 
• CustDev and researches for business approach, implementing unique tone-of-voice
• Creating a product&features onboarding tours
• Fintech risk management, AML, KYC, KYT
• Defining the most valuable communication channels and tools for client service with further integrations
• Developing product value proposition, Help Center, and knowledge base 
• Chatbot integration for driving up client experience and sales 
• Developing outbound campaigns through support channels for engagement and upsell 
• Building customer service quality control flow
• Product Marketing 
• Hiring, training, mentoring, and managing team