Anna Tsyganova Email and Phone Number

Developed a methodology of personalized customer contact policy:- Defined metrics sensitive to excessive communications;- Determined personalized contact frequency by products and channels using ML-based approach;- Defined complex A/B test configuration

The customer inquiry processing has been optimized in the company: the average time has been reduced by 2 times.Reporting has been automated: from Excel and P.Point reports to BI analytics.Tasks:- Measuring and analyzing key customer experience metrics (NPS, CSI, CES, etc.), working on improving metrics,- Analyzing the root causes of customer inquiries, developing solutions to address them,- Interacting with supervisory organizations and professional associations.