Mark Nesterenko Email & Phone Number

Lisbon, Portugal

Achievements:- Overachieved annual quota by retaining and expanding accounts- Top performer – President's Club Award 2023- As a third member of a team of 15 CSMs, I laid the foundation and processes, enabling scalability and efficiencyResponsibilities:- Build relationships with higher ED customers based on trust and value to ensure they derive maximum benefit from Grammarly's generative AI capabilities.- Conduct interactive product training seminars with… Show more Achievements:- Overachieved annual quota by retaining and expanding accounts- Top performer – President's Club Award 2023- As a third member of a team of 15 CSMs, I laid the foundation and processes, enabling scalability and efficiencyResponsibilities:- Build relationships with higher ED customers based on trust and value to ensure they derive maximum benefit from Grammarly's generative AI capabilities.- Conduct interactive product training seminars with existing customers.- Run deep discovery calls, demo sessions, and value-based sales presentations with prospects.- Pitch, negotiate, and close renewals, upsells, and cross-sells, consistently achieving quarterly and annual quotas. Show less

Kyiv, Ukraine

- Solved 26,752 support tickets.- Trained 11 new Support agents on the aspect of B2B Support.- Developed a 3-hour training program for new reps on the topic of B2B Support.- Wrote 12 new internal knowledge base articles with workflows and complex decision trees; completed 50 major article updates on existing ones.- To help my team fill in gaps in Zendesk macros knowledge, I created a report that shows each agent which macros they don't use, but the rest of the team uses… Show more - Solved 26,752 support tickets.- Trained 11 new Support agents on the aspect of B2B Support.- Developed a 3-hour training program for new reps on the topic of B2B Support.- Wrote 12 new internal knowledge base articles with workflows and complex decision trees; completed 50 major article updates on existing ones.- To help my team fill in gaps in Zendesk macros knowledge, I created a report that shows each agent which macros they don't use, but the rest of the team uses frequently.- Built a report for the Product team on the top user issues and the number of tickets related to each issue.- Aggregated relevant data (ticket and refund reasons stats) for Product and Lifecycle teams' experiments. Show less

Abu Dhabi, United Arab Emirates

Achievements:- As part of the pre-opening team, helped develop department procedures- Top upseller – generated on average 12K AED (3250$) monthly in upsells- Successfully trained six front desk agents- Developed and led the Guest Recognition Program (post-arrival stage)- Generated and implemented ideas for increasing efficiency, cutting costs, and improving the guest experience- The employee of the month nomination- The hotel received a 5-star Forbes rating in 2019… Show more Achievements:- As part of the pre-opening team, helped develop department procedures- Top upseller – generated on average 12K AED (3250$) monthly in upsells- Successfully trained six front desk agents- Developed and led the Guest Recognition Program (post-arrival stage)- Generated and implemented ideas for increasing efficiency, cutting costs, and improving the guest experience- The employee of the month nomination- The hotel received a 5-star Forbes rating in 2019 (only 5 hotels in UAE had it at the time)Responsibilities:- Front Desk Operations- Enhancing guest stay experience by finding guests’ needs and providing personalized service- Billing and cashiering functions- Guest experience recovery, follow up Show less

Kyiv, Ukraine

- Performing front desk procedures- Training Front Desk Agents- Assigning rooms to guest groups- Handling guest experience issues

Cape Canaveral, Florida, United States

- Worked on Disney, Royal Caribbean, and Cunard cruise ships during tenure.- After 1 year, coached and led a team of 4-6 photographers.- Performed photoshoots (including private ones such as weddings, renewal of vows, etc.).- Conducted educational seminars on photography for guests.- Photo gallery sales and customer service.