Nur Khamit

Experience

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  Bolt

  Jun 2019 - Mar 2021

  Customer Support Team Lead

  ● 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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  DiDi

  Apr 2021 - Apr 2022

  Head of Customer Experience

  ● 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 Show less

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  EC Pascal

  Jan 2022 - Feb 2023

  Chief Product Officer

  ● 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%● Investment attraction - managed to attract 2 rounds of investments resulting in company’s growth by 320% Show less

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  Novakid Inc

  Mar 2022 - Aug 2022

  Senior Business Analyst

  ● 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) Show less

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  Hickmet Travel

  Oct 2022 - Mar 2023

  Chief Operations Officer

  Hickmet Travel is a #1 religious travel company in Kazakhstan. There I:● Steered multi-million dollar P&L and financial operations with fiscal prowess● Optimized and automated business processes, enhancing efficiency● Streamlined merchandise production for exceptional customer experiences● Strategically expanded company footprint to Uzbekistan and West Kazakhstan● Revamped hiring practices, reducing employee turnover from 6 to 18 months● Facilitated seamless integration of new branches into existing operations Show less

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  InDrive

  Mar 2023 - now

  ● Spearheaded innovative lead activation strategy across 20+ countries● Implemented automated processes, eliminating new hires for 6 months● Optimized resource utilization and operational efficiency● Drove cost-effectiveness through streamlined global operations

  • Customer Service Automation Team Lead

    Aug 2023 - now

  • Head of Activation Team

    Mar 2023 - Aug 2023