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Network Power<100 people
Roles
💰20%
Investor & VC
✔️20%
IT
✨20%
Business Owner
Geos
🇰🇿60%
Kazakhstan
🇨🇦20%
Canada
🇷🇺20%
Russia
Work Background
inDriveCustomer Service Automation Team Lead
Aug. 2023
inDriveHead of Activation Team
Mar. 2023 - Aug. 2023Almaty, Kazakhstan
Hickmet TravelChief Operations Officer
Oct. 2022 - Mar. 2023Almaty, Kazakhstan
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)
EC PascalChief Product Officer
Jan. 2022 - Feb. 2023Toshkent, Uzbekistan● Investment attraction - managed to attract 2 rounds of investments resulting in company’s growth by 320%
● Business performance - increased company’s margin up to 42%
● Process automation - introduced chatbots in Telegram as well as integrations with AmoCRM and IP-telephony
● Product Quality - due to curriculum optimization, 37% of students admitted to the most prestigious school in Uzbekistan were our alumni
● Financial Analysis - kept a track on company’s financial flows and unit economy, allowing to decrease our CAC by 43%, increase revenue by 54% and student retention by 28%
DiDiHead of Customer Experience
Apr. 2021 - Apr. 2022● Team management and execution - launched and managed all DiDi offline support offices (Driver Centers) in Kazakhstan
● Business performance - improved Driver Center CSAT by 40% by the end of the year (32% > 73%) ● Leadership - increased eNPS of employees under my supervision by 33% (April-December, 45% > 78%)
● CS performance - increased NPS of all visitors of Kazakhstan by 37% by the end of the year (29% > 66%)
● Administrative management - ensured stable administrative support of the offices including yearly office budgets (contracts, POs, etc.)
● Product launch - managed and led the CX Launch projects for new launches in EECA region by working closely with OPS, MKT, PRD teams and region-level stakeholders (+2 countries)
● Process automation and optimization - decreased the number of customer contacts by 30% with the help of a voice-chat and WhatsApp/Telegram bots
BoltCustomer Support Team Lead
Jun. 2019 - Mar. 2021Tallinn, Harjumaa, Estonia● Product launch - Launched CS operations in 3 new markets (Thailand, Ecuador, Lebanon)
● Business performance - introduced and implemented CS performance KPIs across 7 markets (partners: Majorel, Simply Contact)
● Team management - successfully led a team of 16 Customer Support agents from EU & CA, including hiring of 10 EU-based CS agents
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