Igor Vtorykh

- Led renewal processes for customers, identified upsell opportunities and work on agreement prolongations - Identified opportunities to engage customers along their journey to elevate the customer experience, increase LTV, and reduce churn - Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns - Essential technical support to active clients or trial customers; Led and support Enterprise account - Working with the Sales team in closing deals - Create and update internal and external guides/documentation - Payment monitoring and partnering with the Financial department to create payment

Achieved: -Built strong and trustful relations with the biggest customer of the company; -Created manuals/guidelines on struggling topics for the team to drive effectiveness and quicker problem-solving; -Improved internal processes of tickets handling upon regular performance review and data analysis to improve Main and Controlling metrics; -Took part in creating the new major plan for Ramp up by addressing the past experience and suggestions to eliminate blockers in the future; -Created an onboarding plan for newbies to facilitate the most efficient way of learning and practicing; -Participated in the selection process of new hires together with the HR team; -Become both a decision-maker and a team player upon need. Areas of responsibility: -Holding regular meetings with the customer and sharing the results, insights, actions points and suggestions to continue maintaining the client's satisfaction; -Analyze data and use it to drive decision-making and implementation of effective solutions; -Organizing and prioritizing work to complete assignments in a timely, efficient manner; -Working well independently and with a team to solve problems; -Training team members, setting goals towards the targets. -Oversee effective implementation of staffing plan and schedule adherence; -Adapt to a dynamic environment where changes may take place at any time; -Serve as a friendly, hardworking, and punctual leader.

Areas of responsibility: -Evaluating customer information to explore issues and provide solutions; -Maintaining high-quality service by utilizing strong communication and negotiation skills; -Helping and supporting agents, being a Team Leader backup; -Analyzing customer requests and finding process improvement opportunities; -Reporting technical issues to the IT dept., and formulate troubleshooting procedures.

Areas of responsibility: -Operational processing of passenger requests in personal messages in social media; -Monitoring and working with customer comments and complaints on the official media pages of the airline; -Publishing the operational information on the airline’s website and in social networks; -Interaction with all airline departments; -Cooperation with journalists, bloggers and VIP clients.

Areas of responsibility: -Processing of incoming letters from passengers at the airline's mail and phone; -Booking and issuing / re-issuing of air tickets and additional services; -Consulting passengers about the airline procedures and policies.