Aleksei Vikhrov Email & Phone Number

I oversee the automation of requests within the Yandex.Funtech support service, encompassing platforms such as Plus, Music, Kinopoisk, and other services. Leading two key directions:1) Automation of user requests using ML and AI technologies2) Development of HelpDesk InterfaceIn each direction, I manage teams consisting of up to 10 specialists, including developers and managers.Key achievements under my leadership include:— Increasing the percentage of automatically processed requests from 35% to 50%.— Enhancing the quality of ML-generated responses by threefold— Pioneering a project for a unified support service interface, defending the development strategy over three years. This effort culminated in the successful launch of an MVP, resulting in a notable 5% reduction in manual processing time within just two weeks

Moscow, Moscow City, Russia

I began my journey at Yandex.Services as a Project Manager and swiftly transitioned into the role of Product Manager for the Trust & Safety team, leading a team of 10 engineers. In this capacity, my primary focus was on ensuring the safety and quality of service delivery. Noteworthy achievements include:— Successfully reducing the orders defect rate from 18% to 9%— Implementing a robust system for monitoring service performers, resulting in a 30% decrease in the number of unsuccessful orders— Spearheading initiatives that led to a remarkable threefold reduction in the cost of the support service— Introducing automation into manual content moderation processes, resulting in a significant increase from 0% to 70% of objects being moderated automatically— Effectively reducing the number of unpaid orders by fivefold— Launching a streamlined process for processing all complaints

St Petersburg, St Petersburg City, Russia

During my tenure, I spearheaded the development of manual item moderation, driving notable achievements such as:— Collaborating with the automation team to significantly decrease the percentage of manually checked items from 20% to 6%— Establishing a comprehensive knowledge base comprising over 1000 instructions, resulting in continuous growth in NPS's knowledge base over two years— Partnering with the legal department to initiate the creation of new product categories, facilitating a platform for over 300,000 ads and amplifying profits— Pioneering and executing a project aimed at reducing the prevalence of fake listings in long-term real estate rentals in Moscow, resulting in a 25% reduction in non-existent objects