Ani Stepanyan

Experience

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  Breavis

  Apr 2012 - Mar 2013

  Interviewer

  ▸ Conducted social surveys in Yerevan and various regions of Armenia to gather valuable data.▸ Played a key role in understanding and documenting social dynamics through comprehensive survey activities.

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  TeamViewer

  Dec 2012 - Mar 2013

  Internet Researcher

  ▸ Conducted in-depth internet research, extracting key information for decision-making.▸ Ensured database accuracy and relevance through regular updates and meticulous follow-up.▸ Utilized advanced tools to monitor online trends and analyze data, fostering a proactive approach to staying informed.

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  OctoFly

  Feb 2013 - May 2014

  SMM specialist/Project manager

  ▸ Led social media marketing campaigns, and optimized brand visibility, and engagement.▸ Managed diverse responsibilities, including staff oversight, project coordination, and work time optimization.▸ Facilitated clear communication with the CEO and maintained positive client relationships.

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  Orange Armenia

  Dec 2013 - Apr 2015

  ▸ Managed schedules efficiently, ensuring effective time utilization.▸ Oversaw office operations, maintaining a well-organized and functional workspace.▸ Acted as a communication liaison, facilitating smooth information flow within the organization.▸ Prepared and organized information, managed records and created presentations for effective communication and decision-making. ▸ Managed database collection activities efficiently.▸ Monitored the Mobile Number Portability (MNP) process.▸ Achieved ongoing task objectives successfully. ▸ Addressed customer inquiries effectively.▸ Conducted troubleshooting to resolve issues.▸ Introduced products and services to customers.

  • Executive Assistant to CEO

    Jul 2014 - Apr 2015

  • Intern in B2B Sales Department

    Mar 2014 - Jun 2014

  • Call Center Agent

    Dec 2013 - May 2014
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  Zigzag

  Jul 2015 - Apr 2016

  Content Manager

  ▸ Managed the company's website, ensuring its effective operation and relevance.▸ Conducted Social Media Marketing to enhance the company's online presence.▸ Produced website content and created materials for advertising campaigns.▸ Edited videos for internal events, maintaining a professional and engaging presentation.

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  Joomag

  Apr 2016 - Dec 2023

  ▸Managing the Customer Care team through hiring, onboarding, and coordinating shifts.▸ Conducting ongoing technical training, setting KPIs, and continuously strategizing team structure and financial planning.▸ Actively mentoring the team towards a customer-centric strategy, resolving issues, and providing continuous feedback.▸ Organizing daily training sessions and consistently creating and refining PIPs.▸ Providing constructive and timely feedback via 1:1 conversations to the team.▸ Implementing new processes based on current needs.▸ Actively managing technical issues and overseeing ongoing release testing.▸ Handling ongoing Enterprise customer onboarding, and technical projects, and maintaining collaboration with cross-functional teams.▸ Managing release manual testing, the Customer Follow-up process, and training the team on newly released features.▸ Managing technical projects from initiation to completion, including gathering requirements, documenting project details, managing tasks for the development team, and testing applications.▸ Managing and prioritizing technical issues, conducting bug reproduction, and collaborating with R&D, Product, Sales, and Customer Success Teams. Show less ▸ Maintained balanced workload distribution through timely task assignments, ensuring correct and efficient project management.▸ Coordinated emergent cases and provided oversight of team members' performance, offering regular feedback through one-on-one meetings.▸ Contributed to the growth of the team by actively participating in the hiring and onboarding processes for new members.▸ Enhanced team efficiency by creating comprehensive documentation, including SOPs, rules, and tips for CC team processing.▸ Diagnosed and troubleshooted technical issues.▸ Monitored the moderation and the overall process of handling the whole cycle of print orders.▸ Monitored the entire custom app development process, testing, and execution.▸ Wrote test cases, and implemented release/sprint testing.▸ Reproduced and reported bugs. Show less ▸ Communicated effectively with customers regarding technical, billing, and general inquiries through various channels, including email, live chat, Twitter, and Facebook.▸ Addressed customer complaints promptly, providing suitable solutions and alternatives within specified time limits.▸ Followed up with customers on readers' requests, bug fixes, and problem resolutions, ensuring a positive customer experience.▸ Implemented release/sprint testing▸ Reproduced and reported bugs▸ Moderated, checked the quality, and processed the whole cycle of print orders▸ Handle Educational plan requests and upgrading process ▸ Follow up with Net Promoter Score (NPS) feedback Show less

  • Customer Care Team Lead

    May 2020 - Dec 2023

  • Customer Care Shift Lead

    Oct 2018 - May 2020

  • Customer Care Executive

    Aug 2017 - Oct 2018

  • Customer Care Associate

    Apr 2016 - Aug 2017
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  Knoxlabs

  Aug 2020 - Apr 2021

  Customer Support Consultant

  ▸Efficiently handled customer inquiries, ensuring timely and satisfactory resolutions.▸Analyzed and optimized workflows, developing robust escalation processes to improve issue resolution.▸Implemented a comprehensive help-desk service to streamline support operations.▸Established automation and integrations, enhancing inquiry management efficiency.▸Acted as a liaison between clients and the Operations team, facilitating clear communication and issue resolution.▸Developed bots and macros to automate repetitive tasks, improving productivity and response times.▸Created a tag management system for accurate and insightful reporting on support activities.▸Authored and maintained Standard Operating Procedures (SOPs) to ensure consistency and quality in customer support. Show less

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  Customer Experience Professionals Association (CXPA)

  Feb 2021 - Oct 2021

  Co-leader
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  DarwinLabs Armenia

  Mar 2021 - May 2022

  ▸ Conducted hiring and onboarding processes for new employees, ensuring a smooth integration into the team.▸ Implemented effective strategies to enhance the quality of customer service provided by the team.▸ Established and monitored KPIs for the CS team, CS Team Coordinator, and Quality Control specialist to track and optimize performance.▸ Cultivated positive relationships with partners and clients, fostering collaboration and enhancing the overall business environment. ▸ Consulted on structuring the CS team hiring process, ensuring a well-organized recruitment approach.▸ Assisted in interviews and provided constructive post-interview feedback for effective candidate selection.▸ Established and organized a comprehensive onboarding program for new hires.▸ Implemented working structure, conditions, quality measurement, and KPIs for the CS team to optimize performance.

  • Chief Communications Officer (CCO)

    Oct 2021 - May 2022

  • Customer Service Advisor

    Mar 2021 - Oct 2021
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  NYTSTND

  Feb 2023 - Jan 2024

  Customer Support Consultant

  ▸Managed customer inquiries with efficiency, ensuring prompt and satisfactory resolutions.▸Analyzed workflows to develop and implement effective escalation processes.▸Established a comprehensive help-desk service, enhancing support operations.▸Designed and implemented automations and integrations to streamline inquiry management.▸Facilitated communication between clients and the Operations team, ensuring seamless issue resolution.▸Developed and deployed bots and macros to handle repetitive inquiries, boosting productivity.▸Created a tag management system for improved reporting and insights on support activities.▸Authored and maintained Standard Operating Procedures (SOPs) to ensure consistent and high-quality customer support.▸Recruited, trained, and managed a team member, fostering their growth and development within the organization. Show less

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  Joomag

  Mar 2024 - Jul 2024

  Enterprise Customer Success Manager

  Customer Relationship Management:Build and maintain strong, long-lasting relationships with enterprise customers.Serve as the main point of contact for key accounts.Conduct regular check-ins and business reviews to understand customer needs and goals.Account Management:Monitor customer usage and engagement with the product.Identify and address any issues proactively.Develop account plans to drive product adoption and usage.Customer Advocacy:Act as the voice of the customer within the company.Share customer feedback with internal teams to improve products and services.Advocate for customer needs and find solutions to their problems.Retention and Renewal:Develop strategies to reduce churn and increase retention.Handle contract renewals and identify upselling and cross-selling opportunities.Negotiate renewal terms and ensure timely renewals.Customer Success Planning and Strategy:Develop and execute customer success plans tailored to each enterprise customer.Set measurable goals and objectives for customer success initiatives.Collaborate with sales, marketing, and product teams to align on strategies.Data Analysis and Reporting:Track and analyze key metrics related to customer health, usage, and satisfaction.Identify trends, opportunities, and areas for improvement using data insights.Problem Resolution:Address customer issues promptly and effectively.Coordinate with support and technical teams to ensure timely resolutions.Manage escalations and communicate updates to customers throughout the process.Product Expertise and Education:Maintain a deep understanding of the SaaS product and its features.Educate customers on new features, updates, and best practices.Create and deliver training sessions and documentation to help customers maximize product value.Customer Advocacy and Feedback:Collect and communicate customer feedback to product and development teams.Advocate for customer feature requests and improvements. Show less

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  EasyDMARC

  Aug 2024 - now

  MSP Sales Growth Manager