About me
I'm Elena and I'm an account and customer service manager with an experience in project management.
I'm self-driven, responsible (sometimes too much), with strong teamwork and analytical skills. My very good memory and high level of responsibility help me to maintain tasks punctually and meticulously in order to achieve business goals. I do enjoy and feel satisfied when I see grateful customers, a happy team and a growing business as a result of my work.
I'm inquisitive and always keen to learn and explore new things. Aside from work, I make electronic music, create abstract art and illustrations and learn new things on Coursera or offline.
A year of travelling and volunteering with people from all parts of this beautiful world taught me more than anything else how to stay reasonable in any situation and be down-to-earth, how to approach things with a sober cold mind and from different perspectives.
Work history
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Payroll Customer Service Group HeadPracticum
MontenegroFull Time
Here I've started as a student's onboarding coordinator helping students pay, start studying, and get refunds when needed. Since then the number of students has increased from a hundred to thousands and I've optimised those processes to suit our student's needs and to make business more efficient.
Main achievements and focuses:
- gathered and trained a team of 13 lovely people who work successfully with minimum supervision,
- optimised the processes of payments, student onboarding and refunds for transparency, better UX, profitability,
- created a guidebook so that all processes in the team's stream are clearly described and can be used by team members at any time, and also stay transparent to other teams,
- working closely with growth, payroll, product, and support teams assessed launches of new courses, experiments and flexible payment options to make sure students' journey is smooth and easy, and legal risks and financial results are taken care of.
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Social Media Customer Service RepresentativeYandex.Taxi & Uber
- MontenegroFull Time
Main responsibilities:
- to resolve customer complaints and issues posted publicly or submitted on social media,
- to guide a customer thru the service and explain the features,
- to search for mentions of the service in blogs, public pages and other sources to proactively solve issues that were mentioned,
- to keep a 5-10 min SLA.
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Skills
- Account Manager
- Digital Advertisement
- Google Analytics
- Advertising Campaigns
- Statistics
- Documentation
- Project Co-ordination
Education
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BA Sociology and Management StudiesD. Mendeleev University of Chemical Technology of Russia
- Moscow, Russia