How I can help:
- Top managers are dealing with support-related issues by themselves - the request to build a Support function from scratch.
- The number of incidents (tickets) increased dramatically - the request to scale a team or automate all processes.
- Customer engagement and satisfaction are not measured - the request to establish or develop Customer Success function.
- Clients do not repeat their orders/purchases - the request to focus on Customer Success.
- Need to increase project margin by replacing developers with tech engineers - request to start a Support function within the outsource.
My main expertise:
Customer Success & Support,
Processes organization and implementation,
People management & development, training, education & coaching.
Most relevant to:
- Top managers
- Customer Success Manager
- Account manager
Experienced Customer Care manager, with more than 12 years of working in FMCG & IT industries, specializing in building and scaling Customer Support/Success departments.
Eager to share obtained knowledge with everyone who strives to deliver the best possible service for end-user.