Igor Vtorykh Email & Phone Number

- Led renewal processes for customers, identified upsell opportunities and work on agreementprolongations- Identified opportunities to engage customers along their journey to elevate the customer experience, increase LTV, and reduce churn- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns- Essential technical support to active clients or trial customers; Led and support Enterprise account- Working with the Sales team in closing deals- Create and update internal and external guides/documentation- Payment monitoring and partnering with the Financial department to create payment

Киев, Украина

Achieved:-Built strong and trustful relations with the biggest customer of the company;-Created manuals/guidelines on struggling topics for the team to drive effectiveness and quicker problem-solving;-Improved internal processes of tickets handling upon regular performance review and data analysis to improve Main and Controlling metrics;-Took part in creating the new major plan for Ramp up by addressing the past experience and suggestions to eliminate blockers in the future;-Created an onboarding plan for newbies to facilitate the most efficient way of learning and practicing;-Participated in the selection process of new hires together with the HR team;-Become both a decision-maker and a team player upon need.Areas of responsibility:-Holding regular meetings with the customer and sharing the results, insights, actions points and suggestions to continue maintaining the client's satisfaction;-Analyze data and use it to drive decision-making and implementation of effective solutions;-Organizing and prioritizing work to complete assignments in a timely, efficient manner;-Working well independently and with a team to solve problems;-Training team members, setting goals towards the targets.-Oversee effective implementation of staffing plan and schedule adherence;-Adapt to a dynamic environment where changes may take place at any time;-Serve as a friendly, hardworking, and punctual leader.

Киев, Украина

Areas of responsibility:-Evaluating customer information to explore issues and provide solutions;-Maintaining high-quality service by utilizing strong communication and negotiation skills;-Helping and supporting agents, being a Team Leader backup; -Analyzing customer requests and finding process improvement opportunities;-Reporting technical issues to the IT dept., and formulate troubleshooting procedures.

Киев, Украина

Areas of responsibility: -Operational processing of passenger requests in personal messages in social media;-Monitoring and working with customer comments and complaints on the official media pages of the airline;-Publishing the operational information on the airline’s website and in social networks;-Interaction with all airline departments;-Cooperation with journalists, bloggers and VIP clients.

Киев, Украина

Areas of responsibility: -Processing of incoming letters from passengers at the airline's mail and phone;-Booking and issuing / re-issuing of air tickets and additional services;-Consulting passengers about the airline procedures and policies.

Master'S Degree, Air Traffic Control

Bachelor'S Degree, Airnavigation