Customer engagement and satisfying customer demand

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,
Customer onboarding/engagement/retention,
Customer relationships,
Account Management,
Team Management,
Processes organization and implementation,
People management & development, training, education & coaching.

Most relevant to:

  • Top managers
  • Customer Success Manager
  • Account manager

About me:

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.

Read More about My Expertise Here>>

Customer care skills:
Calls
Online chats
Email
Social media & messengers
Support service organization
CRM systems
SLA
Internal quality control
Traffic planning
Employee rating
Scripts
Customer interaction assessment (CES, CSAT, NPS)
Onboarding / Training
Knowledge bases
Customer journey
Automation, self-service
support e-NPS
Budgeting
Analytics
Language:
English
Ukrainian
German
Spanish
French
Swedish
Finnish
russian
Industries:
B2B
B2C
SaaS
Marketplace
Fintech
Crypto
Enterprise
Healthcare
AI / ML / Big Data
eCommerce
Advertising
Marketing
Education / Edtech
Web3
Metaverse
Mobile apps
Gamedev
Automotive
Retail
Real Estate
Banking
Insurance
Cyber Security
HR
Media
Sustainability / Eco
Governmental
Betting / Gambling
FMCG
eDocuments
HoReCa / Hospitality
DeepTech
Telecom
Donation the Armed Forces of Ukraine (except for the commission of the platform 20%): 100

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