- Implemented an AI chatbot to increase the effectiveness of self-service and decrease the number of support tickets.- Implemented a fully custom CSAT survey solution (26% satisfaction growth in the 6 months)- Implemented Internal Knowledge Base based on WordPress and custom solutions- Set a new ticketing system up and migrated the department to Freshdesk from Salesforce- Service Quality improved by 12% in 6 months- Implemented live chat/chatbot solutions and strategy of… Show more - Implemented an AI chatbot to increase the effectiveness of self-service and decrease the number of support tickets.- Implemented a fully custom CSAT survey solution (26% satisfaction growth in the 6 months)- Implemented Internal Knowledge Base based on WordPress and custom solutions- Set a new ticketing system up and migrated the department to Freshdesk from Salesforce- Service Quality improved by 12% in 6 months- Implemented live chat/chatbot solutions and strategy of becoming available at different online channels- Working on the Department OKRs, strategy, and planning Show less

- Built the Member Care Quality Control, Training & Communication Team from scratch- Grown the team to 3 employees (managing multinational/multilingual team from Armenia & the US hired both internally and externally) - Introduced Quality Control, Training & Communication processes and procedures- Implemented Contact Center Quality Assurance platform- Developed a complete training plan/courses both for onboarding and for existing employees- Managed Salesforce Development… Show more - Built the Member Care Quality Control, Training & Communication Team from scratch- Grown the team to 3 employees (managing multinational/multilingual team from Armenia & the US hired both internally and externally) - Introduced Quality Control, Training & Communication processes and procedures- Implemented Contact Center Quality Assurance platform- Developed a complete training plan/courses both for onboarding and for existing employees- Managed Salesforce Development project for Member Care, wrote technical requirements and worked with the developers to successfully implement them. Show less

Responsible for customers' telephone calls of technical character in an efficient and timely manners;Fix registered problems during the first contact and transfer non-resolved requests if necessary to the corresponding departments or staff member;Follow up to the accomplishments of registered customer requests;Conduct an ongoing registration of customer requests and accomplishments or any other outcomes;Report on the carried out activities and results to the technical support… Show more Responsible for customers' telephone calls of technical character in an efficient and timely manners;Fix registered problems during the first contact and transfer non-resolved requests if necessary to the corresponding departments or staff member;Follow up to the accomplishments of registered customer requests;Conduct an ongoing registration of customer requests and accomplishments or any other outcomes;Report on the carried out activities and results to the technical support team leader;Handle with additional duties and responsibilities assigned by the management. Show less