Maya Shuraleva

Experience

• 

  Kodland

  Jan 2021 - Feb 2024

  Management of the teaching department, building processes and the team from scratch, improvement ofLX metrics, quality assessment.Business Development and Strategic Initiatives:- Conducted CustDev, researches, tests leading to market insights and strategic decisions.- Automated processes: each Tutor Manager team’s capacity increased by 20 tutors.- Worked on students’ community, arranging students’ projects’ contests, workshops.- Coordinated collaboration with CS, Sales Teams, Content and Technical departments.Department Management:- Built the teaching department from 300 to 8000+ students, from 40 to 800+ groups, andfrom 19 to 230+ tutors.- Built a strong team from scratch which improved operations and employee engagement.Performance Improvement:- Reached <2% of tutor replacements and <0.1% of lesson cancellations by introducing arelated KPI for Tutor Team Leaders and a disciplinary process for tutors.- Increased lesson quality by 40% by implementing a tutor grade system based on regularquality assessment, increase of high- and decrease of low graders by introducing PIPs.- Lesson attendance increased by 8% by tutor training, set up of auto-messages for clientsto learn the reason for absence, adding the metric to KPI of tutors and their leaders.Increased internal sales conversion: 1) total CR (conversion) - by 15%, 2) first repeated sale -by 25%, 3) graduates' CR increased by 10%. 4) Refunds decreased by 3%. Achieved by:- Cross-functional collaboration with internal sales team: introduction of special tutoroffers, regular feedback exchange, regulation of requests exchange.- Tracking CR by tutors and creating a personal action plan for those whose CR was low- Designing and implementing a tutor training for working with graduates which was alsoshared with other regions: LATAM, Europe, Asia. Show less

  • Product Manager of Educational department, MENA

    Jun 2022 - Feb 2024

  • Product Manager of Educational department, UK

    Mar 2022 - Jun 2022

  • Manager of Tutor Team Leaders at Kodland UK

    Nov 2021 - Mar 2022

  • Team Lead, CIS & UK regions

    Aug 2021 - Dec 2021

  • Tutor

    Jan 2021 - Aug 2021