CV

Intro

Hello! I'm passionate about customer support and I believe that customer service is definitely a huge competitive advantage for a company.

My experience in working with customers counts for 8 years.

For the last 5 years, I've been working as a Head of Customer Support in an international IT company. I've built a support department of 40 people from scratch.

I took part in a bunch of design thinking projects with a product team. I have extensive experience in user interviews, resolving conflicts, and a deep understanding of customer needs.

Work History

Lalafo is a Mobile C2C Marketplace with millions of users in Asia and Europe.

As a Customer Support Team Lead:

• Created an efficient support department with a turnover of less than 5%
• Increased average user satisfaction from 40% to 90%
• Decreased average response time from 120 to 20 minutes
• Designed and implemented CSAT and NPS regular surveys
• Implemented financial compensation system to increase users loyalty
• Optimized financial and non-financial motivation system for customer support agents. It allowed reducing costs and increasing team engagement
• Implemented a process of user surveys for collecting insights for the product and marketing teams

As a Lead of the Localization Department:

• Re-designed the product translation process for new markets to make it more efficient
• Implemented the process of translations verification with native speakers which improved the content quality at the product

As a Lead of Moderation Department:

• Created from scratch a content moderation department of 40 people
• Designed and implemented a motivation system for the moderators

Senior Content Manager, Insoft Group

• Searching, training, and coordination of remote content managers
• Customer support

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