Chatfuel

1. Manage team of 10 support agents
2. Create main support metrics that move SLA from 45 min to 4 min within 3 month
3. Moved CSAT from 85% to average 95% (2 month since Oct were 100 %)
4. Raised the number of tagged conversation from 60% to average 90%
5. Hired 3 more agents
6. Maintained operation workflow with QA department and Product team
7. Improved Knowledge base that reduces the number 5 times of created bugs and forces agents to
identify issues themselves
8. Raised the general level of knowledge by creating all the needed knowledge-sharing manuals.
9. Affected churn decrease churn was 27% in Oct, till now it is average of 14% each month, we reached
this metric within bot-building calls and troubleshooting call with users
10. Conducted user research/ custdev calls

Head of Support

ManyChat

* Conduct testing of new features before the release
* Writing product documentation and supplementing existing documentation for Knowledge base
* Reproducing bugs, escalating critical items to the development teams, PBR
· Working with tickets
* Product teams onboarding
* User Onboarding
* Owned the launch of testing Instagram bots: tested the functionality, reported bugs, wrote documentation, onboarded the team

Technical Support Specialist

Trinity monsters

Project Manager

FlixBus

Green and tech mobility company with over 60 million users
• fully responsible for B2B development of russian entity
• built the data policy and updated web platform and app to RU law restrictions
• implemented Kanban on daily basis, held retro and lead standups.
• generated a list of interface problems in B2B (agent) portal using (15+)users interviews and made suggections on their implementation.
• built a prototype of a new onboarding process for B2B acquisition to increase conversion (via Figma).
• take on a bus station project case to determine the appropriate strategy of integration as the result 3 major contracts were signed.
• built up an integration with govermnent transport organization.
• developing and maintain partner program with the distributors.
• managed user support process.
• product analytics via Power BI.

Tour Operator

RU travel start-up with over 1 mio users
• built new system of booking for agencies as the result B2B sales increased +20% in 2018
• made +50 user interviews and developed product scaling(2 offline interview every week + phone calls)
• Strengthened the relations with the key partners and increased up to 10% of new comers among competitors
• SWOT analisys of competitors
• participation in transport and touristic fairs
• implement Scrum

B2B Project manager

Hampton

• Generated detailed reports outlining room occupancy total, revenue totals
• Lead the team of 20 people
• System and revenue audit
• GM report
• Organized and cooperated with all hotel departments
•

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