Responsibilities:- Managing a five user support agents team in German.- Coordination of cross-functional teams work.- Development and optimization of customer service processes, compliance with KPIs.- Analyzing data on the following metrics: Retention rate, Churn rate, GMV, delivery time, refunds.- Development and implementing methods for processing complex customer requests. - Creating analytical reports, flowcharts of processes and visualization. - Presenting in Russian and English for management and related teams. Achievements:- Organized a push campaign using analytical data to select tools, which brought in about $ 6,000 in revenue.- Identified products which were dangerous to reputation and contributed to their removal from the platform. - Discovered a large mass fraud, initiated reporting and established a scheme for working with cases.- Trained five employees, four of whom transferred to narrow-profile departments, and one moved up the career ladder.

Responsibilities:- Brand development in the region, market research and creating strategies to increase the company's presence. - Coordination marketing activities, including push campaigns and promotions.- Fulfilling SWOT analysis for strategic decisions. - Negotiating and communicating with key partners to improve the company's branding and growth in the country. Achievements: - Organized an action with external partners, which led to a 8.6% increase in the number of new users relative to the total number of new users registered in 3 days in one of the countries where the company is represented.