Customer Service Manager @ Ailet Solutions | Customer Service Expert, Onboarding, Support, UpsalesLeading Customer Service Teams Across 3 Regions with B2B IntegrationI am a Customer Service Manager at Ailet Solutions, a leading provider of B2B integration solutions for various industries. With over 10 years of experience in customer service, customer success, and sales, I have developed and led teams that deliver high-quality service and satisfaction to clients across different markets and cultures.My core competencies include CRM, onboarding, support, upsales, KPI tracking, team management, process improvement, and feedback analysis. I am passionate about simplifying and automating workflows, enhancing performance standards and procedures, and creating comfortable working conditions for employees and a positive image of the company for customers. I am always eager to learn new skills and tools, and to collaborate with other departments and stakeholders to achieve the company's goals.
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Head Of Client ServicesNda Mar 2024 - Jul 2024 -
Customer Service Team ManagerAilet Solutions Jul 2020 - Mar 2024Delaware, United States• Coordinate 3 international Support Teams (Latam, CIS, MENA regions),• Track and manage the teams' KPIs,• Onboard new members of the team,• Escalate technical issues to the other departments,• Organize online-meetups with the clients' first-line Tech Support providers,• Build new processes and update the existing ones. -
Director Of Customer SuccessMedesk Feb 2019 - Jul 2020Moscow, Moscow City, RussiaMedesk is a cloud-based medical platform that helps to simplify the routine work of private clinics (b2b, SaaS).As a head of CS department at Medesk, I am responsible for organising work in three directions on 3 markets — Russia and CIS, UK & Latin America:1. Onboarding existing customers (via online webinar sessions, phone calls, etc., 100% remote process).2. Supporting current customers (via online chat inside the platform).3. Upsales (covering monthly churn rate). -
Head Of Customer ServiceInternational House World Organisation Jun 2017 - Jan 2019Moscow, Moscow City, Russia• Hire, teach and lead the operational team (14 Call Center operators) to enhance performance by setting & maintaining KPIs (call-students' visits to BKC schools and actual sales);• Create & perform procedures to reach the Department monthly plan of clients' personal visits;• Improve NPS (Net Promoter Score), working with customer feedback on social media;• Drive better sales (following the monthly sales plan of extra services). -
Telemarketing Department ManagerSpeak Up English School Sep 2015 - Mar 2017Moscow, Moscow City, Russia• Organising the Call center operational team (26 people in total) — adaptation plan, basic scripts, operators' regular training;• Setting and maintaining KPIs (monthly plan of customers' personal visits to the company);• Improve Leads to Visits conversion by improving the scripts and working with objections;• Preparing monthly Telemarketing Department reports. -
Supervisor Of Contact CenterAsap Transportation Company May 2014 - Oct 2015Moscow, Moscow City, Russia• Hiring, training, and preparing call center representatives (team of 15 specialists) to respond to customer questions and complaints and troubleshoot problems with ASAP company services or products.• Identifying operational issues and suggesting possible improvements (weekly).• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Preparing reports and analysing data to assist management as they determine call center goals.• Creating and updating The Knowledge Base (cloud-based).
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Service Desk OperatorIbs Jan 2010 - Dec 2011Moscow, Moscow City, Russia• Supervising Data Center systems, identifying, logging and reporting issues to the senior specialists. Preventing server down-time.• Writing instructions & procedures for the data center.• Coordinating with clients to offer support services for data and systems (via CRM).
Lydia Sergeeva Education Details
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Ontology And Epistemology
Frequently Asked Questions about Lydia Sergeeva
What is Lydia Sergeeva's role at the current company?
Lydia Sergeeva's current role is Customer Service Manager | Customer Success, B2B Integration, SaaS, Support.
What schools did Lydia Sergeeva attend?
Lydia Sergeeva attended Peoples’ Friendship University Of Russia.
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Lidia Sergeeva
Student Školy Vysoká Škola Technická A Ekonomická V Českých BudějovicíchPrague, Czechia
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