Shlyakhova Lyubov

Experience

• 

  "Uventa" school

  May 2009 - May 2015

  Dance teacher
• 

  "Education +" Language Centre

  Aug 2013 - Mar 2014

  English Language Teacher
• 

  Perm Opera and Ballet Theatre

  Aug 2013 - Jan 2013

  Translator
• 

  Xsolla

  Aug 2013 - now

  What has been achieved:- Introduced new processes that led to 65% increase in successful case resolution (for a certain type of requests) and saved our partners about 15.000$ per months.- Launched a Zendesk (help desk) Bot that managed to resolve 62% of the cases it replied to and provided relevant responses in 96% cases. This solution was saving about 38 hours of CS agents' work.- Built a 'second line' technical support that was capable of resolving 30% issues previously assigned to a tech department. - Increased career opportunities for the team members.- Launched first FAQ for the customers.- Completed project as a result of which the number of users facing that issue decreased by 3 times.- Decreased the company's expenses on a specific process by 1500$ per month. - Set up a game support that was a completely new experience for the company. - Significantly improved and extended the analytics.- Introduced new processes aimed at increasing transparency within the team, sharing goals and results. SC Team KPIs improvements:- First reply time in online chat decreased by 60% (from 90 to 35 seconds).- User Satisfaction increased from 65% to 75%.- Number of not responded chats decreased by 60%. Свернуть

  • Product Manager

    Nov 2020 - now

  • Project Manager

    Jan 2020 - Oct 2020

  • Customer Service Team Leader

    Feb 2017 - Dec 2019

  • Analyst

    Jul 2015 - Jan 2017

  • Senior Technical Support Specialist

    Dec 2014 - Jun 2015

  • Technical Support Representative

    Aug 2013 - Dec 2014