Igor Baklanov Email & Phone Number

Belgrade, Serbia

Irvine, California, United States

• Provide support and consultations to customers through a variety of methods, including telephone, chats, and e-mail.• Quickly identify and address various issues to generate strong satisfaction levels.• Serve potential and existing customers and consult them on the company’s productsand services• Effectively manage a high volume (up to 40-50 a day) of inbound and outboundcustomer chats, emails and calls.• Ensure superior customer experience by addressing customer concerns,demonstrating empathy and resolving problems on the spot.

• Served as the lead point of contact for all customer accounts• Met and exceeded the sales targets every month• Developed and maintained long-term relationships with accounts ensuring the churn-rate stays lower than 7%• Negotiated contracts and closed agreements to maximize profits• Generated sales among client accounts, including upselling and cross-selling• Ensured the timely and successful delivery of our solutions according to customerneeds and objectives• Assisted with challenging client requests or issue escalations as needed.

• Hired, trained, managed and motivated a team of content managers and freelancers which eliminated delays in launching and promoting new webstores.• Facilitated, designed and implemented new way to visually represent and sell products withlifted yearly GP growth of 20%• Improved time to market by suggesting and implementing multiple process improvements

Bachelor Of Arts - Ba, International Marketing

Specialist, Advertising