Novakid IncSenior Business Analyst
Mar. 2022 - Aug. 2022San Francisco Bay Area● Operation optimization - introduced the MaestroQA SaaS for CS agent quality assurance, which resulted in reducing costs of QA by $85,000/year and saved 110 hours of workforce
● Process optimization (Jira) - optimized the Jira backlog size with automation flows by 72% which helped to save $5,000/year ● Payment systems management (Stripe, Robokassa, PayPal) - introduced automated process for refund resolution, resulting in decreasing the Average Handle Time by 75%, from 12 hours to 3 hours
● Product management - built user portrait labels and CJMs for different projects/purposes (optimizing CAC, introducing price increases, new subscription plans, referral programs)