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Work Background
App in the Air, Inc.Head of Customer Success and Communications
Aug. 2018 - Sep. 2024Washington, United StatesSupport Leadership Excellence: - Anti-Fraud Innovator: Engineered an anti-fraud system, saving over $100K monthly by reducing operational risks.
- Customer Support Mentor: Led a team of 5, driving skill development and improving service quality.
- Talent Onboarding Specialist: Streamlined hiring and onboarding, ensuring rapid integration and productivity of new hires.
- Knowledgebase Developer: Created a comprehensive internal and multilingual external knowledge base, enhancing support efficiency.
- System Migration Lead: Directed the transition from Freshdesk to Zendesk, improving data management and SLA compliance.
- KPI and Audit Manager: Conducted audits that optimized services and significantly improved performance metrics.
- Cross-Functional Team Leader: Collaborated with global teams to enhance customer experience and global service accessibility.
- GDS Specialist (Amadeus, Farelogix): Managed and optimized processes within Amadeus and Farelogix GDS systems, ensuring seamless integration and improving booking accuracy.
- Data Analyst: Leveraged data insights to refine processes, boosting customer satisfaction.
- Pandemic Response Coordinator: Managed a centralized COVID database, providing timely updates on travel restrictions. Communication Mastery: - Community Engagement Leader: Spearheaded a community of 3M+ members, boosting engagement through strategic communication.
- Loyalty Program Designer: Developed a multi-tiered loyalty program, enhancing customer retention by 20%.
- Social Media Strategist: Crafted targeted social media plans, increasing brand visibility across major platforms.
- Content Revitalization Expert: Revitalized a travel platform, creating 50+ unique stories that improved user engagement. Key Achievements: - Saved $1.2M+ annually through fraud prevention.
- Supported 3M+ users with <1 hour response time.
- Achieved 100% user satisfaction, up from 80% to 95% in two years.
- Implemented 40+ features based on user feedback.
MyMusic.TravelChief Executive Officer, Founder
Oct. 2017 - Dec. 2023Vilnius, Vilniaus, LithuaniaMy passion project, MyMusic.Travel - Innovating the Intersection of Music and Travel - Platform Visionary: Launched MyMusic.Travel, a groundbreaking platform dedicated to music enthusiasts, revolutionizing how users discover and book music events worldwide.
- Seamless Booking Integration: Engineered a user-friendly experience that allows seamless booking of tickets and accommodations, driving customer satisfaction.
- Content Innovation: Developed and curated innovative content and discovery features, significantly enhancing user engagement and interaction on the platform.
- User Experience Enhancer: Focused on creating a socially connected experience, amplifying the joy of travel for music lovers and ensuring every trip is memorable and exciting.
Aviasales / JetradarHead of Customer Experience
Dec. 2014 - Aug. 2018Vilnius, LithuaniaB2C Customer Experience and Support Since 2011, I have spearheaded the development of a comprehensive customer support system, efficiently managing over 5,000 monthly requests while consistently achieving a satisfaction rate above 95% in a fast-paced B2C environment. Key Achievements: - Multi-Channel Support: Established robust support across social media, email, web, and mobile, significantly enhancing user accessibility.
- System Integration: Implemented integrated systems for request management, markedly improving service delivery.
- Operational Efficiency: Led the adoption of Zendesk and HelpScout, streamlining customer care operations and boosting efficiency.
- Team Leadership: Managed a team of 10 specialists, fostering a culture of quick problem resolution and operational excellence.
- KPI-Driven Improvements: Instituted KPIs that reduced response times to 6 hours, outperforming industry standards.
- Customer Relations: Cultivated a community of brand advocates, driving engagement through product beta tests and feedback sessions.
- Strategic Communication: Developed a comprehensive communications strategy, including crisis management, ensuring readiness and responsiveness. B2B Business Development and Partner Relations: - Real-Time Support: Established a real-time support platform for agency and partner communications, enhancing operational efficiency.
- Market Expansion: Conducted thorough market research and pursued new business opportunities, expanding the company’s global footprint.
- Fraud Prevention: Led online fraud monitoring and prevention initiatives, significantly improving security measures. Core Metrics and Achievements: - 95%+ Satisfaction Rate: Consistently maintained high satisfaction levels managing 5,000+ monthly requests.
- 6-Hour Response Time: Achieved rapid response times through KPI-driven improvements.
- Global Expansion: Successfully expanded the company’s global presence through strategic business development.
Aviasales / JetRadarSocial Media Marketing Manager
Oct. 2010 - Dec. 2014Vilnius, Vilniaus, LithuaniaResults-Driven Social Media and Business Development Strategist Specializing in business growth through innovative social media marketing and B2C business development strategies, I’ve consistently delivered measurable results: Social Media Marketing/Management: - ROI Increase: Developed and executed strategic social media plans, achieving a 10x increase in ROI.
- Channel Growth: Launched new channels (Instagram, Telegram, YouTube), growing followers to 113k on Instagram, 2.4k on YouTube, and 1.5k on Telegram.
- Optimization: Implemented a system for tracking social media ROI, optimizing user acquisition and retargeting effectively.
- Corporate Blog Success: Led the development of a blog that attracted 450-600K unique monthly users, converting 7% into paying customers.
- Brand Awareness: Authored impactful industry articles, boosting brand loyalty and reducing acquisition costs. B2B Business Development: - Affiliate Management: Designed and implemented an affiliate system, managing partnerships with major platforms like Zanox, TradeDoubler, CJ, Admitad.
- Growth: Oversaw monitoring and auditing, resulting in a 20% growth in new partnerships and revenue. Community Engagement and Knowledge Sharing: - Industry Leadership: Featured speaker and instructor (2013-2017) on topics like increasing sales through social media, affiliate program synergies, and AppStore rankings.
- International Speaking: Engaged global audiences as a speaker and mentor at major European conferences, including a4uexpo Europe, TBEX Europe, RockItCon, and Startup Weekend (2013-2015).
Russian RegisterPublic Relations Manager
May. 2008 - Jun. 2009Public Relations and Information Management Professional In my role, I manage the information policy across all CIS region offices, ensuring consistent communication strategies that align with organizational goals and enhance our market presence. Key Achievements: - Strategic Information Management: Successfully implemented and managed information policies across the CIS region, ensuring uniform communication and alignment with corporate objectives.
- Partnership Development: Collaborated with municipal and non-governmental organizations, fostering partnerships that supported key community initiatives and strengthened our brand reputation.
- Public Relations Excellence: Developed and executed comprehensive public relations strategies and media engagement plans, significantly boosting the company’s visibility and market presence.
- Campaign Leadership: Led high-impact advertising campaigns and managed industry conference participation, greatly enhancing brand awareness.
- Enhanced Public Perception: Directed initiatives to improve news dissemination, resulting in a marked improvement in the company's public image and outreach efforts.
- Website Optimization: Spearheaded the development and continuous enhancement of the company’s website, optimizing it for better user engagement and content relevance.
- Efficient Bidding Processes: Coordinated and managed transparent and efficient bidding processes, ensuring fairness in procurement and project assignments. Core Metrics and Outcomes: - Increased Visibility: Achieved significant gains in market presence through targeted PR strategies and media engagements.
- Community Impact: Strengthened community ties through successful partnerships with municipal and non-governmental organizations.
- Operational Transparency: Enhanced procurement efficiency by streamlining bidding processes, contributing to organizational integrity.
Arbatek Hosting CompanyPublic Relations Manager
Jun. 2005 - Apr. 2008Public Relations and Brand Management Specialist As a Public Relations and Brand Management Specialist, I have successfully driven initiatives to enhance brand visibility and strengthen media relationships, ensuring a positive and consistent brand presence in the marketplace. Key Achievements: - Media Relations Excellence: Engaged with key media outlets, executing targeted PR initiatives that significantly strengthened media relationships and enhanced organizational visibility.
- Brand Development: Developed and implemented robust strategies to establish and enhance brand presence, ensuring consistent and positive messaging across all platforms.
- Campaign Leadership: Managed comprehensive advertising campaigns from concept to execution, overseeing creative development and media placement, leading to increased brand awareness and market penetration.
- Operational Support: Provided critical document preparation and administrative support for business transactions, ensuring seamless operational workflows.
- Market Research Insights: Conducted detailed market research, gathering actionable insights on industry trends and consumer preferences, guiding strategic business decisions.
- Media Monitoring: Monitored media activities to track brand portrayal and PR campaign effectiveness, making strategic adjustments to optimize results.
- Relationship Building: Cultivated strong collaborative relationships with partners and customers, expanding the network of support and enhancing business opportunities. Core Metrics and Outcomes: - Increased Brand Visibility: Achieved significant growth in brand presence through effective media engagement and targeted PR strategies.
- Enhanced Market Position: Leveraged market research to inform strategic decisions, boosting brand competitiveness and market share.
- Successful Campaigns: Delivered high-impact advertising campaigns that increased brand awareness and supported business growth.
National Concert AcademyPublic Relations Manager
Feb. 2004 - Mar. 2005Communications and Public Relations Coordinator In my role as a Communications and Public Relations Coordinator, I have successfully driven initiatives to enhance brand exposure, media coverage, and operational efficiency through strategic planning and effective coordination. Key Achievements: - Media Coordination: Successfully coordinated with media outlets, leading impactful public relations initiatives that significantly boosted brand exposure and media coverage.
- Strategic Media Planning: Developed and executed strategic media plans that maximized outreach effectiveness and enhanced audience engagement.
- Event Promotion: Organized and promoted press conferences featuring notable artists, resulting in heightened event visibility and increased media interest.
- Event Coordination: Managed administrative and logistical duties at concert venues, ensuring smooth and successful event execution.
- Contract Management: Oversaw contract maintenance activities, ensuring all contractual obligations were met throughout the contract lifecycle, from initiation to completion.
- Internal PR Strategy: Developed and implemented internal PR strategies, aligning team efforts with organizational goals and enhancing internal communication.
- Campaign Management: Planned and executed advertising campaigns, overseeing the creative process and distribution across multiple channels, driving brand awareness.
- Media Monitoring: Performed continuous media monitoring to assess brand visibility and adjust communication strategies for optimal impact.
- Corporate Support: Provided comprehensive support to corporate operations, ensuring seamless organizational continuity and addressing various operational needs.
- Industry Representation: Represented the organization at trade shows, fostering valuable industry connections and promoting brand values and services.
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