Tbilisi, Georgia
[email protected]
LinkedIn
Over 6 years in product and project planning and a decade in customer service at Yandex LLC and Skyeng.
Contributed to projects in classifieds, recommendations, UGS content, education and non-profits.
Skilled in teamwork and leadership for positive outcomes.
Looking for long-term partnerships that make a difference.
- Mar 2022 – Oct 2023 — Helpdesk Media Foundation, Chief Customer Officer (b2c, b2b)
- Team Building and Leadership: Established support teams and streamlined business processes, including recruitment, training, leadership, procedure creation, documentation, strategy development, and analytical tools.
- Leadership: Led a department comprising up to 30 people and over 300 volunteers, setting objectives and collaborating on operational plans and KPIs.
- Operational Efficiency: Implemented operational enhancements for improved efficiency.
- Customer Self-Help: Developed and launched a Help Center for customers, enabling 30% of customers to help themselves.
- Sep 2021 – Jan 2022 — Skyeng LLC, Customer Service Project Manager (b2c)
- Automated responses, reducing workload by 60%.
- Successfully launched iOS and Android updates for service apps.
- Developed and launched in-app chat, closing 40% of requests without agent involvement.
- Achieved a 40% increase in customer satisfaction through new procedures.
- Oct 2018 – Sep 2021 — Yandex LLC, Customer Service Project Manager (b2c, b2b)
- Built and led support teams, including hiring, training, and documentation.
- Reduced irrelevant social media mentions by 80% through machine learning.
- Optimised Zendesk with social media integration for improved efficiency.
- Automated responses, closing 30% of requests and saving over $6,000 monthly.
- Aug 2016 – Sep 2017 — Head of IT Customer Support | Yandex LLC (b2c, b2b)
- Nov 2013 – Jul 2016 — IT Support Specialist | Yandex LLC
Skills
- Strategic Planning: Develop and execute customer success strategies aligned with company goals.
- Methodologies and technical stack: Scrum, Agile; JavaScript, Python, PostgreSQL, C++, Flutter, Swift, HTML, CSS, ML, API
- Interdepartmental Collaboration: Communication and cooperation with other departments (backend, frontend, analytics, marketing, design); leadership and team management.
- Tools: Zendesk, Confluence, Jira, Asana, Trello, Basecamp, Notion, Slack, Tableau, Google Workspace, Grafana, App/Google store
- Languages: English (C1), Russian (Native), Georgian (A1), Português (A1)
Education and courses
- Bachelor's Degree in History of Art at Russian State University of Humanities, class of 2016
- Courses
- Fundamental Project Management Skills
- Effective Job Interview Techniques
- Efficient Employee Organization and Management
References