Alexandra D•••

About

On the record

I am a Head of Customer Care with over 15 years of experience in customer service and customer experience management, and more than 5 years in product management. Key Skills: • Collecting, analyzing, and systematizing customer feedback • Developing and supporting digital products and services to improve customer experience • Organizing and optimizing internal business processes to enhance customer service quality Key Achievements: • Reduced average customer service time by 14%, and decreased the number of irrelevant customer inquiries by 20% by developing and implementing self-service online tools • Developed and implemented customer service standards for helpdesk services, reducing complaints about information services to less than 1% • Implemented a KPI system, ensuring 100% processing of customer inquiries with feedback In customer feedback, I look not only for ideas for new products and services but also for the positive emotions customers experience when interacting with our company. This inspires and motivates me to continuously improve. Based on the feedback received, I generate ideas for improvements, test them, implement them, and analyze the results. My goal is to make the customer service process faster and more efficient, contributing to the growth of customer loyalty and ensuring high-quality results in a short time. I always stay up-to-date with changes in my colleagues' business processes to more effectively implement and support my projects. I constantly collaborate with my team to optimize work and achieve the best results. I derive true satisfaction from not only the process itself but also from the opportunity to have a direct impact on the outcome. My superpower is turning customer needs into successful products and services. Contact: Email: alexandra.D•••@gmail.com