Anastasia Pankova Email & Phone Number

Moncton, NB, CA

Ontario, Canada

At CapIntel, we make the sales process more manageable and productive for investment sales professionals and enterprises. Our platform helps your practice stand out and equips advisors to deliver better client outcomes. Wealth advisors and asset managers can model investment comparisons with ease, elevate client experiences with compelling proposals, and.

Canada

• Conducted initial needs analysis interviews and proposed strategic solutions which resulted in 15 signed contracts
• Updated, revised and prepared a cycle of L&D workshops for non-profit and corporate Canadian organizations in EdTech and Consulting
• Built and maintained solid relationships with key customers and partners via phone, email and support systems
• Coordinated SMEs training schedules and logistics considering team’s distribution across multiple time zones within Canada

Remote

• Organized the support system from zero: email support, responses in application stores, support in social networks
• Helped to integrate HelpShift into two game projects (FAQ system, initial bot setting, ticket testing, smart views)
• Helped to manage various projects in the development cycle
• Assisted in creating various featuring presentations for the company brand and for the product promotion
• Provided the QA department with bug reporting, tracking the bug status, and testing the product
• Organized and started the community department by creating regular content plans, along with posting and tracking the vital KPIs

• Managed the team of 7 agents, helped to hire (and fire), as well as to evaluate candidates
• Evaluated team members on a weekly basis (KPI, quality and quantity assessment, one-to-ones)
• Evaluated customer game profile information to explore issues, develop potential solutions and maintain high-quality service
• Maintained accurate and current customer account data with manual forms processing and digital information updates
• Collected vital information to support company and associates through data analysis
• Updated the macro base for Support agents accordingly

• Organized and updated a required form for a content plan of the official game community with over 7 posts a week
• Created posts for the official game community in accordance with the content plan
• Wrote, discussed and updated technical assignments for artists to obtain pictures for the posts
• Created a macro base for Support agents with over 80 ready-to-use replies, updated the macros for use accordingly
• Provided support in the official game community (messenger and comments) and in tickets
• Reviewed the page analytics and updates to form a report for TOP management upon request

• Introduced and executed initial essential steps of Chatbot Roadmap within the department frames: FAQ, translations, macros, project description updates (organizing and tracking the processes) which eventually reduced.
• Created, updated and adjusted the macro base in the ticket system to reduce the first response time by 30% initially after joining the company
• Developed 2 internal team training courses with the goal to increase the CSAT of the team
• Mentored 14 new employees, helped them to adjust to the remote working process
• Implemented over 10 vital bug and other types of report forms for Product and QA Teams, with bug and task tracking in Redmine and Asana

Master Of Education - Med, English Language And Literature, General, 4,8

Fsa Flex Exchange Program Alumna At American Councils For International Education, Certificate Of Attendance

Activities and Societies: Basketball, Soccer, Concert Choir, International Club