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>>

Сфери Customer care:
In-house contact center
Outsourcing contact center
Technical support
Help desk
Customer care навички :
Дзвінки
Онлайн-чати
Email
Соцмережі та месенджери
Організація служби підтримки
CRM-системи
SLA
Внутрішній контроль якості
Планування трафіку
Рейтингування співробітників
Скрипти, шаблони
Оцінка взаємодії з клієнтом (CES, CSAT, NPS)
Онбординг / навчання
Бази знань
Customer journey
Автоматизація, self-service
e-NPS підтримки
Управління бюджетом
Аналітика
Мова:
English
Українська
Німецька
Іспанська
Франузька
Швецька
Фінська
російська
Індустрії:
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
Відсоток на ЗСУ (крім комісії платформи 20%): 100

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