UnlockAI

Chief of Staff to Matthew Lakajev and owning the following - 

Strategy:
- Helped the company save $200k in Annual recurring costs
- Defined the sales process from Lead Generation till Client Onboarding with reporting and automation

Operations: 
- Streamlined and automated revenue operations processes to reduce costs, increase efficiency, and improve scalability
- Lead Generation for the Sales team 
- Scaling the Ops Team
- Managing billing on Stripe

Customer Success:
- Successfully onboarded 80 business owners and their teams in 1 month
- Managing 300+ B2B accounts with 92% client health score
- Developed and implemented customer engagement strategies resulting in a 95% customer satisfaction scores
- Built and nurtured strong relationships with key stakeholders, resulting in a 30% increase in upsell opportunities
- Collaborated with cross-functional teams to identify and resolve customer issues, resulting in a 95% customer issue resolution rate.

Insights: Collecting and analyzing data to assess the performance  
- Created sales metrics to track performance and provide insights to help the company make data-driven decisions
- Analyzed and reported revenue and sales data to identify trends, opportunities, and areas for improvement

Tools: Managing all software, ensuring its functionality, and advising on new purchases
- Implementation and integration of new and existing tools
- Conducting regular internal system audits every quarter, reduced 30% of cost at least every quarter
- Defining, implementing and documenting all the processes for the tools

Recruitment: Owning Hiring and Culture 
- Defined and charted the hiring process for Betterline 
- Scaled the team from 1 to 8 in 3 months

Tech stack: 
Hubspot, Lusha, Zapier, Stripe, Xero, LinkedIn Sales Navigator, Apollo, Zoominfo, Phantom, Attio, Humantic.ai, Sybill.ai, Loom, Zoom, Slack, Calendly, Miro, Clickup, G-suite, Mailshake, Mailchimp, Smartlead, Glockapps, Clearout, GoDaddy, Dripify, Hostinger, Zoho, Skool

Founding Member, Director Operations & Customer Success

Airlift Technologies

Territory Manager

District Operations Manager

KeepTruckin

Implemented a proactive QA program that was responsible for the following things –
o	Agent coaching and calibration session with Team Leads that led to a 10% increase in quality scores and improved cross-functional communication 
o	Improved the QA representative’s productivity by 30%
o	Monthly QA reporting for transparency and opportunity areas shared with the leadership monthly

Developed the framework to dissect the reasons for negative CSAT -
o	Created buckets for dissatisfaction reasons (DSAT)
o	Gathered DSAT data and developed actionable cross-functional action plans for CSAT improvement initiatives for leadership to implement 
o	Weekly syncs on DSAT with higher management
o	All this helped improve the departmental CSAT by 12% in just 2 months

Created a QA dashboard on google sheets for the Support Team that highlighted agent’s scores as well as opportunity areas for improvement

Assisted in the hiring process of QA representatives (QARs) by – 
o	Creating a test that would check the analytical skills of the applicants
o	Monitored the test sessions and scored the applicants 
o	Part of the final interview panel
o	Hired 5 QARs 

Managed a team of 8 QARs, was responsible for –
o	Daily monitoring and tracking of KPIs
o	Coaching and motivating the QARs 
o	Implementing new initiatives based on business requirements to improve QA
o	Sharing data driven findings with leadership for Training team integration

Associate Quality Assurance Manager

Research Processes

- Staying up to date with the latest business best practices and technological developments that can help to automate and streamline processes to help businesses perform more efficiently.
 
Gathered Data

- Gathering information through process mapping, flow-charting, and workshops. The information is later used to develop better processes.

Led meetings

- Meeting with clients to determine the business goals that need to be optimized. 

Monitored Process Performance

- Monitoring business and workflow processes on salesforce to find out how they can be improved or automated. 

Generated Reports

- With the knowledge of business process modelling, I present the data to stakeholders for further discussion and opportunities to outline how processes and performances can be improved.

Business Process Analyst

- Providing support to clients by identifying problems, researching answers, and guiding the client through corrective steps.

- Managed and resolved cases on Salesforce

- Generation of successful leads for our sales team

- Worked on Embedded systems and API's

- Managed company reviews on different social media platforms and App Stores

Technical Support Specialist

xstate

Account Manager

Operations | Strategy | Customer Experience | Scaling start-ups

Results-oriented Business Operations and Strategy professional with a proven track record of driving revenue growth and cost reductions. With a passion for optimizing efficiency, I excel in defining sales processes, automating operations, and leading high-performing teams. My keen eye for data-driven insights enables me to make agile decisions that propel business success.

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