Accomplishments 1. Completed the full cycle of managing 10 projects from implementation to support 2. Trained clients on the company’s products, which reduced the number of standard support requests. 3. Achieved 100% renewal of client contracts 4. Increased the average transaction value of existing clients by identifying their needs and making upsells 5. Reduced average overdue payments and increased ARPU Responsibilities 1. Independent project management with clients 2. Providing customer support after the company’s product implementation process 3. Setting tasks and monitoring deadlines 4. Training clients on the company’s products 5. Maintaining communication with clients (correspondence, meetings) 6. Managing the client’s payment process for the company’s services 7. Increasing the client’s check amount / upselling current functionality 8. Developing the client’s business using the company’s services 9. Renewing client contracts 10. Ensuring the fulfillment of monthly and quarterly departmental plans, and completing tasks assigned by the department head

Accomplishments 1. Implemented full cycle management process for strategic clients—from onboarding to regular QBRs (Quarterly Business Reviews)—increasing customer satisfaction (NPS). 2. Executed an upsell & cross-sell strategy, driving an increase in average revenue per user (ARPU). 3. Optimized the prioritization process for feature requests, reducing delivery time for new requests. 4. Aligned customer requests with the Kaiten product roadmap, ensuring timely delivery of critical improvements. 5. Introduced a bug-tracking system with SLA-based resolution, improving fix speed. 6. Collaborated with cross-functional teams to develop and implement CSM (Customer Success Management) processes in a startup environment, reducing onboarding time for both new clients and employees. Responsibilities 1. Key Account Management: Full-cycle management of strategically important clients, fostering long-term partnerships. Conducting onboarding and quarterly business review (QBR) meetings with clients. 2. Revenue Growth from Existing Clients: Through upsell, cross-sell, purchasing new modules, and product customization. 3. Handling Complex Deals: Developing non-standard solutions, adapting the product to meet client needs. 4. Customer retention and relationship strengthening, managing the customer lifecycle. 5. Product backlog Management: Analyzing, refining, describing, and prioritizing client tasks, assessing their weight, and aligning them with Kaiten's backlog and roadmap. 6. Bug Management: Logging, tracking, and prioritizing bugs. 7. Process Management: Working in a fast-paced, multitasking, startup-like environment; establishing and documenting Customer Success processes. 8. Analytics and Reporting: Monitoring sales plan execution, generating reports. Including product analytics (how clients use the product).

Accomplishments 1. Successfully established long-term collaboration with 20+ developers, ensuring their loyalty and engagement in company projects. 2. Promptly resolved technical and non-technical issues, reducing response time to inquiries. 3. Implemented a transparent payment system, decreasing the number of delay-related complaints. 4. Accelerated the resolution of critical tasks by strategically engaging responsible parties (pushing), reducing task completion time. 5. Optimized the application review process, increasing approval speed without compromising quality. 6. Improved developer satisfaction by adopting a customer-centric approach (NPS increased by 25%). 7. These accomplishments demonstrate my ability to efficiently manage processes and deliver business results. Responsibilities 1. Build long-term relationships with developers. Regulate and monitor the resolution of non-technical/technical issues from developers 2. Responsible for payments to developers and resolve issues related to them 3. Provide daily feedback to developers on their requests, to be able to"push" right people in time 4. Analyze and approve developer requests for registration and certification 5. Setting tasks for the engineering team and monitoring how the thigs are done 6. Interaction with marketing, finance and business development departments 7. Skills: Huawei Developer Aliance (CRM), MS Office, MS PowerPoint, Teamwork, management skills, negotiation, stress tolerance, customer orientation, focus on results

Accomplishments 1. Developed 20+ success stories used by marketing and sales teams, increasing inbound lead conversion rates. 2. Boosted LTV of key clients by 30% through effective relationship management. 3. Reduced customer complaints by improving task prioritization, which shortened request fulfillment times. 4. Achieved a 95% retention rate among key customers. 5. Increased MRR (Monthly Recurring Revenue) through upselling and cross-selling of additional services. 6. Built a Help Center from scratch in English, reducing support workload: 85.9% of customer inquiries are now resolved independently. 7. Improved ticket response time from 12 to 4 hours by implementing a knowledge base. Responsibilities 1. Working with large enterprise partners. Conducting onboarding and performance review meetings 2. Developing long-term customer relationships and writing “success stories” 3. Solving complex and escalating customer issues 4. Setting tasks for the development team and monitoring how the thigs are done 5. Customer retention (Renewals, Upsell, cross-sells, growing MRR, LTV). 6. Collecting and analyzing customer experience and sharing it to marketing, sales and development department 7. Quality control of the service provided at all stages of the customer life cycle 8. Solving technical issues (site integration, CRM, FTP) 9. Management of the company's Help Center. Developed and wrote the JE Help Center from scratch completely in English. Currently, 85.9% of all requests are processed without the participation of the support team through the company's help center 10. Planning offers for the customers: goals, metrics 11. Skills: JIRA, Pipedrive, Intercom, Zoom, Agile, Scrum, MS Office, MS PowerPoint, начальный SQL. Zendesk, Slack. Teamwork, management skills, negotiation, customer orientation, Work experience in Start-up

Accomplishments 1. Provided prompt and professional support in English via chat, phone, and tickets, maintaining a CSAT above 90%. 2. Handled customer inquiries, achieving a 95% first-contact resolution rate. 3. Analyzed customers’ requests, enabling the development team to implement product improvements based on customer feedback. 4. Wrote Help Center articles in English, reducing support workload through customer self-service. 5. These results contributed to enhanced support efficiency, improved customer experience, and increased loyalty among international clients. Responsibilities 1. Providing technical support to international customers in English on phone, chat and tickets 2. Obtaining information about customers and providing it to the sales and development teams 3. Handling customer technical and non-technical questions 4. Identification and assessment of customer needs 5. Incident handling, provision of appropriate solutions within the established time frame 6. Managing customer accounts 7. Writing and managing articles for the help center in English 8. Skills and programs: JIRA, Agile and Kanban basics, Zendesk, Ability to follow customer communication procedures, company principles and policies, MS Office, MS PowerPoint, negotiation, customer orientation

Accomplishments 1. Through a systematic approach, attention to detail, and strong management skills, I enhanced the operational efficiency of the visa center and the HMPO department, improving both customer service quality and compliance with deadlines. Responsibilities 1. Accepting documents for UK visa, collecting and processing of biometric data, further assessment of applicants' documents, maintaining a database 2. Assistance to clients in solving visa issues, consultations on visas 3. Making translations, preparing presentations 4. Visa Center management: reporting, coordination of work with visa center staff 5. Supervisor of the department of Her Majesty's Passport Office (HMPO) (documents submission for registration of a British Passport): Acceptance of documents for registration of a British passport, issuance of ready-made passports. Full control over all reports and documents related to the HMPO process. Correspondence and communication with the Consular department of the British Embassy in Moscow and the passport office in Liverpool

Accomplishments 1. Achieved High level of language proficiency among students. Responsibilities Responsible for teaching English and French to students.

Accomplishments 1. High literacy and attention to detail 2. Proficiency in professional terminology (technical and fashion industry) 3. Ability to adapt text for different target audiences 4. Adherence to deadlines and client requirements Responsibilities 1. Technical translation and editing of articles from English into Russian 2. Translation and editing of articles from English into Russian for fashion and design topics