Ilya Ioffe Email & Phone Number

New York, Ny, Us

Newark, Nj, Us

In this role, I orchestrated the development and implementation of innovative customer support technologies globally, including new CRM platforms and chatbot solutions. Providing technical guidance and instructions, I ensured seamless adoption, drove operational efficiency, and enhanced customer experience across multilingual markets.Key achievements and contributions:➤ I enhanced customer experience by strategizing, developing, and introducing a new CRM platform's frontend architecture, leveraging insights from 100+ focus groups and 60+ UX sessions to ensure intuitive design and seamless agent interaction.➤ I improved agent efficiency by deploying 20+ customer-centric frontend features, including interactive dashboards and real-time analytics tools➤ I reduced training overhead and successfully migrated a 1,200+ agent network by creating 15 interactive frontend modules, contributing to an 80% reduction in agent onboarding time while ensuring intuitive navigation and feature discoverability.➤ I boosted contact resolution rates by 35% through the frontend integration of a generative AI-enhanced chatbot, refining conversational understandability, streamlining complex query handling, and empowering end-users with self-service➤ I enabled global market scalability by designing multilingual UI components for English, German, Japanese, Spanish, and French markets, cutting operational costs by 68% while maintaining a consistent and intuitive interface across all platforms.➤ I achieved 97% customer readiness approval by conducting real-world user simulations and implementing testing protocols on the front end, ensuring cross-market compatibility, optimized performance, and a seamless user experience across 11+ countries.➤ I delivered $300K+ annual savings per language group by planning and designing a modular frontend structure that supports easy localization, maintaining high customer satisfaction and retention metrics while reducing technical complexity globally.

Newark, Nj, Us

This role involved developing, managing, and executing a global Voice of the Customer (VoC) program. Also, I drove customer-centric innovation and excellence by integrating customer insights into product development cycles, streamlining feedback collection processes, and collaborating across teams to deliver impactful, customer-driven features that improved efficiency and customer satisfaction rates.Key achievements and contributions during this tenure include:➤ I amplified organizational agility and efficiency by training 1,200 global customer service agents, equipping them with feedback collection techniques to standardize processes, improve data accuracy, and enrich the VoC repository with high-quality insights.➤ I generated 1.2 million positive impressions annually through continuous feedback integration and refinement, embedding VoC insights into product development cycles and prioritizing customer-driven enhancements to ensure successful program delivery.➤ I achieved a 30% reduction in feature development time by spearheading and assisting a team of product, tech, and VoC specialists to identify and implement high-impact, low-effort customer-driven features, accelerating feature development.➤ I created a centralized VoC repository to consolidate customer insights, generating 480+ user stories from diverse channels.

Newark, Nj, Us

As a Global Program Manager – Global Support Network, I managed enterprise-wide transformation initiatives, enhancing customer service operations across multiple international marketplaces (US, UK, Canada, Australia) by implementing standardized performance measurement frameworks and balanced scorecard systems while ensuring seamless business continuity during critical disruptions and the COVID-19 pandemic.Key achievements and contributions during this tenure include:➤ I improved agent accountability and customer satisfaction by rolling out new metrics frameworks, including the "How's My Driving" program—alongside operational training and performance management tools across multiple contact centers.➤ I delivered exceptional customer experience and ensured service continuity with 98% adherence during COVID-19 disruptions by spearheading a critical business continuity initiative that transitioned 1,200 customer service agents to a secure virtual model.➤ I standardized global performance evaluation by designing and implementing a balanced scorecard system that ensured consistent performance assessments across all international sites and agents, helping identify and address service issues.

New York, Ny, Us

I was promoted to manage project operations and budgets up to $2M, including implementing award-winning applications and process improvements to enhance customer satisfaction, operational efficiency, and large-scale emergency management. Also, I led, mentored, and assisted a cross-functional team to meet project deliverables, drive organizational change, and exceed stakeholder expectations.Key achievements and contributions during this tenure include:➤ I increased commitment KPI from 62% to 98% and first-visit resolve KPI from 48% to 83% over two years by developing a centralized appointment tracking platform in six weeks and enhancing service delivery across multiple departments.➤ I orchestrated a seamless transition to a standardized appointment scheduling process within 4 weeks for an organization of 3,400 staff by centralizing 12 disparate appointment systems, leading to streamlined operations and improved communication.➤ I improved call quality by 33% within the first year by leading a cross-functional team of 22 supervisors to conduct standardized call quality assessments & post-job customer satisfaction evaluations, driving continuous improvement in global support services.➤ I enhanced post-work assessments to 90%, reduced crew re-dispatching costs by $250K, and minimized complaints by 60% by orchestrating surveys, implementing advanced scoring systems, and integrating performance metrics into operational workflows.➤ Won 4X bi-annual company-wide team awards and 5X MVP award highest category nominations.

New York, Ny, Us

I was selected to manage and optimize call center operations. This involved implementing training and technology solutions, collaborating cross-functionally, coordinating emergency response efforts, and driving strategic initiatives to meet key performance indicators, enhance customer service and satisfaction metrics, and reduce response times during emergencies and high-stress situations.Key achievements and contributions during this tenure include:➤ I delivered an 18% reduction in customer escalations and repeat calls by developing and implementing a targeted 4-hour training program for new customer service representatives, enhancing their ability to handle and address emergencies effectively.➤ I enhanced customer satisfaction ratings by 14% by spearheading a team to revise emergency response scripting, ensuring clear communication and accurate information by establishing realistic customer expectations during critical incidents.➤ I realized $80,000 in monthly cost savings by strategizing, developing, and introducing an automated online account creation process that reduced the volume of calls by over 120,000 annually and optimized resource allocation within the call center.➤ I increased individual call center representative capacity by 14 additional daily calls per rep through tailored one-on-one training sessions, personalized goal-setting, and the implementation of performance dashboards, helping track progress and outcomes.

In my role as an Administrative Manager at Union Traders Corp., I provided extensive support to the President, Vice President, and Board of Directors. I managed administrative office personnel, contributed to content development, and acted as a liaison between stakeholders. Additionally, I assisted in due diligence preparation and reconciled corporate expense accounts.