Kristina Salina

Experience

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  Interra

  Feb 2018 - Jun 2019

  Project Manager

  ▪️Developed and implemented paid programs based on market research of educational projects▪️As a result, the company reached 24 new subscription members who paid an annual membership fee of $1000 each. It increased Monthly revenue to 43% MoM.

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  LinguaTrip

  Jul 2018 - Nov 2021

  ▪️Developed and led the Complaints Solution Process from scratch, developed and implemented KPIs, and created a strong team of Customer Care managers. Managed Customer Care Team with ten managers onboard and developed their hard and soft skills. As a result, the company saved about $36k in monthly revenue.▪️Cross-functional interaction with the sales and marketing teams contributed to a 30% increase in sales and a 1.7x reduction in cancellations in 6 months. The conversion from the first booking step to payment increased by 2.7x YoY.▪️Developed a motivation system for the customer service department and also implemented KPIs in the department regarding the number of cancellations, reviews, and complaints, assessing the quality of customer consultation. The presence of an employee motivation system increased employee interest, the quality of work, and the overall work climate in the department.▪️Deconstructed the founders' vision into specific tasks for the support department and cross-functional areas. That led to a 10% decrease in cancellations MoM. As a result, revenue increased by an average of 15%. Decreased a negative trend in cancellations (5-10% MoM).▪️Developed the reports and improved Key metrics (NPS, LTV, and internal NPS). Show less

  • Head of Customer Service

    Jun 2019 - Nov 2021

  • Customer Support Manager

    Jul 2018 - Jun 2019
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  The Estée Lauder Companies Inc.

  Jan 2022 - Jul 2022

  Product Marketing Manager (e-com)

  ▪️Led the process of launching more than 20 email campaigns per user base — 35k with an average OR of 19%. The goal was to reactivate, increase loyalty, and work with customers who had not purchased in a long time. These email campaigns led to a stable increase in sales by 15% per month on average.▪️Led the process of localizing three new sections for the official website of Frederic Malle, and as a result, Russian-speaking users gained access to personal recommendations. Also, sales increased by 7% in 3 months of my tenure.▪️Redeveloped Frederic Malle's website based on UX research. As a result, increased CSAT by 22% M-o-M.▪️Developed and managed a 6-week update to the current user base email chain for the brand Jo Malone and Frederic Malle, which focused on customer retention and engagement. The repeat sales increased by 15% over the subsequent two months.▪️Developed and launched a promotional campaign for users of the Jo Malone website, which increased sales of segmented SKUs on the official website by 24% MoM.▪️Conducted seven presentations/reports for the global e-com team (in France and the USA) in 5 months, contributing to the rapid identification and resolution of emerging problems in the regional team and improved communication between teams. Show less

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  Kommo

  Aug 2022 - Jul 2023

  Product Manager

  ▪️Optimized the sales funnel and increased the conversion rate of the product's trial version from 6.2% to 7.7%. ▪️Created a portfolio of metrics: DAU/MAU (Daily Active Users/Monthly Active Users), Retention, Churn Rate, New Paid Users, as well as events in Amplitude that allowed me to track the use of key product features and analyze at which stage users pause or completely stop using the product.▪️Analyzed over 400 customer inquiries, grouped them, prioritized them, and decomposed them into hypotheses. Based on the analysis, our team obtained a list of hypotheses for product improvement.▪️Redesigned the KommoCRM website for foreign users. Collaborated with the team to develop new customer journeys. ▪️Actively engaged with designers and the development team throughout the process. Approved final layouts after translations into Indonesian, Portuguese, and Spanish languages. We completed the rebranding process and successfully launched an awesome new website. Show less

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  Plant disease identifier

  Jul 2023 - now

  Product Manager

  The AI-based Mobile app for plant disease identification assists in recognizing plant diseases from photos

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  Edvibe

  Aug 2024 - now

  Product Manager