Anna Fedorchuk Email & Phone Number

London, Gb

London, England, United Kingdom

As a Customer Operations Team Leader, I’m responsible for overseeing the day-to-day operations of our customer service team while ensuring we provide outstanding experiences for our customers. My role is all about balancing leadership, process improvement, and collaboration to help our team succeed and keep our customers happy.What I Do on a Daily Basis:Leading and Supporting My Team 👥:I guide my team, helping them develop and grow by offering coaching and regular feedback. My focus is on fostering a positive environment where team members feel motivated and empowered to do their best work.Addressing Complaints and Escalated Issues 🔧:One of my key responsibilities is handling complex customer complaints and escalations. I step in when issues are challenging, ensuring that we resolve them quickly and thoughtfully. I take a hands-on approach to ensure customers feel heard, and the right solutions are put in place.Improving the Customer Experience 🚀:I’m constantly looking for ways to improve our processes and make interactions smoother for customers. This involves refining workflows, exploring new technologies like automation, and ensuring that every customer’s experience is as positive as possible.Tracking Trends and KPIs 📊:I keep a close eye on performance by monitoring daily and weekly reports, spotting trends, and ensuring our KPIs are on track. Sharing these insights helps us align with the bigger picture and make data-driven decisions.Collaboration Across Teams 🤝:Communication is key, so I regularly lead and initiate communication with other customer service teams within the organisation. Whether it’s sharing feedback, brainstorming solutions, or aligning on company-wide initiatives, I make sure we’re all working together to achieve our goals.

London, England, United Kingdom

💡 What Sets Me Apart:🗣️ Integrated customer voice and feedback seamlessly with the product team, resulting in the implementation of new features driven by insights from the CS team.🌐 Spearheaded projects like creating an AI-powered chatbot, automating reporting systems, and setting up genius-level automations to supercharge customer support, slashing response times.🤝 Played a pivotal role in the hiring process, managing the onboarding journey for new colleagues and fostering a dynamic team environment.🎤 Presented captivating updates from the Customer Support team during company-wide weekly updates, bridging the gap between CS magic and the entire company.🎯 My Expertise Includes:🔍 Root-cause analysis aficionado, committed to identifying and addressing issues at their core.📈 Monitoring customer satisfaction metrics and crafting action plans to elevate the customer experience.🌐 Ensuring compliance with regulatory requirements and company policies like a compliance ninja.📊 Reported directly to the Head of Product and Head of Customer Support

Ukraine

The average satisfactory score based on customers' reviews hasincreased to around 90-100%•Managed complaints with calm, clear communication andproblem-solving•-Got multiple positive feedback from a lot of users-Was able to learn about more than 20 different products andcompetently provided customers with information about eachone, and suggestions for their usage-Helped to onboard teammates and was their temporary mentorto them- Organised different activities for team meetings-Provided care to users through live chats and emailcommunications.-Brainstormed ideas with clients to maximiseproject potential.

Bac Giang, Vietnam

Planning, preparing, and delivering lessons to all students in theclass;develop schemes of work and lesson plans;prepare required reports on students and activities;participate in extracurricular activities ;make video clips for students;experience working in primary school and kindergarten

Bachelor Of Arts - Ba, Applied Linguistics, 89.29 Out Of 100

Graphic Design