Anastasiia Vladimirova

• Team Recruitment and Building of an international department from scratch in Italy and Poland. Organization of Fundamental Customer Service Processes.
• Creation of standardized knowledge base.
• Improved business related metrics such as the share of refunds from the sales (first and repeated) from 10% to 5%
• Optimized operational costs:

- Finding a more cost efficient location for hiring;

- Transitioned the request communication system for staff to customer care from manual tracking to automated reception using OmniDesk ➡️ reduced the size of the team from 14 to 8 members.

• Developed and implemented a procedure for gathering Net Promoter Score (NPS) feedback and routing complaints to appropriate departments, resulting in increased overall satisfaction rates (75%)
• Created customer service-supported acquisition channels on Facebook and Instagram, achieving the following metrics:

- AOV increased from $550 to $700

- Improved CAC from $380 to $180

- Reached Lead-Sale rate of 22%

• Maintained stable internal performance metrics with a First Response Time (FRT) below 5 minutes and Customer Satisfaction (CSAT) over 95%.
• Created a regular process to ensure a steady flow of reviews on TrustPilot and Facebook, enhancing company legitimacy and supporting the acquisition team:

- 360 Reviews Italy (maintaining 5.0 rating for the last year)

- 259 Reviews Poland (raised the rate from 3.9 to 4.7)

• Mentored new team members, fostering a positive work environment and promoting professional growth.
• Streamlined team processes for improved productivity and better resource allocation:

- Decreased FRT from over 30 minutes to 10

- Increased team's quality to average of 95% and above from 90%

- Increased rating on Trustpilot from 4,3 to 4,5/6

• Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
• Developed training materials to ensure consistent performance levels among team members

- Reworked the entire knowledge base on handling negativity and refund requests

• Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
• Collaborated with management to develop strategies for improving overall customer experience.
• Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
• Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
• Monitored call center metrics to keep track of individual and team performance against set targets.
• Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.

• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
• Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Established positive relationships with clients, leading to increased customer loyalty and retention.
• Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.

• Assessed student progress and provided feedback to improve performance and establish academic success.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
• Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
• Designed and implemented assessments to measure student progress in English language learning.
• Coordinated activities to encourage interest in reading.

• Providing consultations on obtaining international scholarships and grants.
• Offering informational support on application procedures, selection criteria, and deadlines.

Preparing and updating informational materials on available international scholarships and grants.

Maintaining a database of current scholarship and grant opportunities.

Establishing and maintaining contacts with international foundations, organizations, and educational institutions.

Assisting in the preparation of necessary documents for applications (motivation letters, recommendations, CVs, etc.).

Providing consultations on visa requirements and other administrative procedures.

Monitoring the outcomes of submitted applications and analyzing the effectiveness of consultations.

• Assessed student progress and provided feedback to improve performance and establish academic success.
• Improved classroom management by implementing consistent routines and clear expectations for behavior.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.
• Led interesting and diverse group activities to engage students in course material.