Katya A.

Experience

• 

  VK

  Jan 2011 - Aug 2014

  Leading Customer Service Specialist

  — Support for the mobile application of the service— Hiring, training, and mentoring support staff— Team development— Building work processes within the team

• 

  YooMoney

  Aug 2014 - Aug 2017

  Senior Specialist (ex. Yandex.Money)

  — Team coaching and mentoring— Processing non-trivial cases from users— Handling financial fraud cases— Work with SMM cases— Work with operational indicators of the mobile service Support team

• 

  Yandex

  Aug 2017 - Dec 2021

  I was one of the first three candidates selected for this position, which had not previously existed within the company. My key accomplishments include:— Significantly improving customer satisfaction (CSAT) scores, raising them from 3.4 to 4.8 out of 5 in just 3 months— Improving service level agreement (SLA) performance from 63% to 95% in 2 months, resulting in 95% of tickets being closed on time.— Reducing first response time (FRT) from 13 hours to just 3 minutes.— Streamlining operations to avoid the need for additional hiring and saved the company budget for 5 full-time equivalent (FTE) positions— Maintaining a low staff turnover rate, with only one team member leaving during the year.As Head of the 1st and 2nd Service support lines, my responsibilities included:— Building and expanding the product support team from 1 FTE to 20 FTE in just 2 months— Implementing and monitoring key service metrics such as CSAT, FRT, FCR, ART, and SLA.— Optimizing workflow and shift schedules for support staff.— Recruiting, onboarding, and training new team members.— Motivating and developing team members through both material and non-material incentives.— Collecting and analyzing data to improve service quality— Collaborating with other teams such as QA, product, mobile, and marketing teams— Creating workflow and processes for senior specialists across my team and related teams. Show less As a Support Team Administrator, I am tasked with aiding the team manager through the following duties:— Streamlining and organizing processes for optimized performance— Allocating support resources during the workday— Generating performance reports as requested by the manager/product team— Overseeing team tasks and workload distribution— Evaluating the product's performance and conveying feedback to the manager— Communicating with team members and ensuring their needs are met in a timely manner— Responding to inquiries and addressing issues raised by clients and customers— Assisting in the training and development of team members— Maintaining accurate records and documentation of team activities Show less — Handling complex and challenging customer service issues and providing effective solutions— Troubleshooting and resolving non-trivial product support issues— Responding to and resolving standard customer inquiries and requests through multiple communication channels such as email and app stores.— Assisting in training and mentoring new team members— Continuously monitoring customer feedback and taking necessary actions to improve customer satisfaction.— Identifying and implementing process improvements to increase efficiency and effectiveness of the customer service team.— Providing regular reports and updates on customer service performance and progress to management.— Building and maintaining strong relationships with customers to ensure their satisfaction and loyalty. Show less

  • Team Lead (Head of Support Team, Yandex.Geo)

    Oct 2020 - Dec 2021

  • Support Team Administrator

    May 2018 - Sept 2020

  • Leading Customer Service Specialist

    Aug 2017 - May 2018
• 

  Nicity Inc.

  Feb 2022 - Jan 2023

  Head of Customer & Tech Support

  As a Head of Support for a US startup, I was responsible for building and launching the company's customer support service, catering to both B2C and B2B audiences in the US time zone. Me and my team key accomplishments include:— Maintaining an average customer satisfaction score (CSAT) of 4.98 out of 5 from the launch— Resolving customer tickets within an average of 12 hours— Responding to customer inquiries within 2 minutes on average— Playing a major role in lead generation for the sales department, resulting in 70% of leads generated through my team efforts— Implementing and managing key service metrics, including CSAT, first response time, and service level agreement metrics— Overseeing the hiring and onboarding of support staff, and organizing workflow and shift schedules— Developing internal and external product knowledge bases— Leading IT support efforts not only for external customers but also for the internal operations of the company, including performing sysadmin duties— Continuously monitoring and analyzing customer feedback, implementing changes to improve customer satisfaction and loyalty— Developing and executing strategies to increase customer retention and reduce customer churn— Collaborating with cross-functional teams to ensure a seamless customer experience across all touchpoints— Managing the budget and resources of the support team to ensure efficiency and cost-effectiveness.— Assisted in the management of influencer marketing, including creating processes, searching and managing influencer deals, and implementing referral systems for bloggers. As a result, the product gained significant visibility through the support of several prominent bloggers, and brought in many new customers. Show less