Maya Volkov Email & Phone Number

Littleton, Co, Us

United States

Los Angeles, California, United States

- Doubled the departmental revenue within the 5th month of operation by introducing daily upsell offers to current school clients. In the 7th month, revenue tripled, securing revenue growth.- Established 24/7 customer support through a flexible employee schedule, achieving a substantial reduction in response time from 8 hours to just 5 minutes for 30% of customers.- Conducted an audit of 30 business processes, optimizing them to 23 and freeing up 25% of employees' time. Redirected resources to focus on additional sales and long-term client relationships.Implemented operational improvements leading to a 99% closure rate for business tasks and customer needs. Expanded the customer service team from 5 employees (April) to 10 (November).- Identified and addressed delays in refund processes through cross-functional collaboration, reducing response time to clients from one week to one day using Trello.- Analyzed customer feedback, addressing the top three concerns by introducing informative letters for new customers, resulting in a 20% decrease in customer dissatisfaction.- Developed and implemented a comprehensive training and adaptation process for new employees, achieving performance indicators within the first month.

St Petersburg City, Russia

Children's Art School (2 branches, 400+ students). The school prepares children for admission to higher arts education institutions. Objectives:• Customer service improvement.• Business processes implementation.• Sales plan implementation. 1. Generated and introduced client communication templates (sales scripts; social network messages; mailing texts).2. Updated and enforced internal regulatory documents for employees, which increased their efficiency by 78%.3. Established frequent trainings for employees to expand their knowledge about the product and boost professional skills (5 training events have been held in 3 months).4. Increased execution of sales plans of both branches from 78% to 90-95% (sales plan was exceeded 2 times).5. Created multiple customer communities, which in turn increased customer loyalty index by 23%.6. Hired and trained 4 new employees. Advanced administrator training.7. Launched and developed 2 new products (with 2 more in the process).8. Set up a system for customer retention.

St Petersburg City, Russia

ExpoOlimpia challenges children to shape the metaverse world and define its future. EO's product is an educational metaverse that helps young students master skills in math and other school subjects complemented with acquiring soft skills like critical thinking, problem-solving and decision making.Objectives:• Increase the number of partners.• Expand the reward program to increase the attractiveness of educational projects.• Register all business processes of the partner service. 1. Increased the number of partners from 5 to 17.2. Signed long-term cooperation contracts for numerous events with each individual partner.3. Grew the number of rewards from 7 to 34 prizes.4. Created a partner service development strategy (scaling for 3 years, that sourced, profiled and managed hiring new employees & 24 business processes).5. Coordinated with the marketing department to strengthen the awareness of current and future customers about the reward program, which increased the loyalty of the audience by 23% and increased the customer return rate by 19%.

St Petersburg City, Russia

Children's Art School (2 branches, 400+ students). The school prepares children for admission to higher arts education institutions. Objectives:• Run a communications audit of business processes.• Update business processes, strengthening the marketing and customer-oriented component. 1. Managed a communications audit of business processes. 2. Modernized and digitized 7 business processes, increased efficiency of school administrators by 70%.3. Exceeded sales plan execution by 30%. 4. Improved communication channels with clients.

Foster City, California, United States

Managing a full cycle of 3-day training courses with world-renowned speakers and students from the US, Europe, and Latin America. The budget is $160k per event, 3 events per month.Objectives:• Organized an alumni community.• Provided exceptional service to external and internal customers.• Increased customer loyalty. 1. Grew customer loyalty by 24%.2. Expanded recommendation of company services by 17%.3. Originated & enforced a system for individual development rack for each incoming student, who would not only received high-quality services but also consultation on further professional development.4. Restored company's activity on Facebook, which in turn has led to increased awareness and trust in the company. Responsibilities:1. Led the full cycle of conducting events, from accepting the participant application to receiving feedback.2. Ensured that all rider requirements are met by identifying and meeting needs.3. Built long-term relationships with external partners (production and publishing).4. Coached internal team. Subordinates included: event manager, 3 assistants, chef, waiter, cleaning service.5. Guided external and internal clients during an event.

Silicon Valley, California, United States

1. Coordinated 150+ events for children and adults in Silicon Valley, CA, with 3000+ participants within 2017-2020.2. Organized 6 offline and 4 online seminars in San-Francisco and Bay Area with 500+ participants in 2018-2019.3. Launched a podcast "How to find a job in US", run 35 episodes with 20,000+ listeners in 2019.4. Set a new initiative: group tours, with 9 tours has happened since 2019.

San Jose, California, United States

• Coordinated events (HR Symposium, Crystal Chair Award Gala) • Created guides for events' participants • Coordinated event research (venues, vendors, sponsors, etc.) • Designed press releases and other promotion materials for social media

San Carlos, California, United States

1. Established a CRM system.2. Marked up the profit from holding concerts by 30%.3. Increased customer loyalty by 15%.Responsibilities:1. Managed extra curricular activities.2. Packed the company's products according to the needs of customers.3. Held presentations for new clients.4. Searched and selected new personnel.5. Organized performances 3 times a year.

St Petersburg City, Russia

1. Relocation of the company's production and officeAchievements:1. Relocated the office in St. Petersburg meeting the hard deadline.2. Met the budget goals 100%. 2. Voluntary Medical Insurance (VMI) of 2000+employeesResponsibilities:Search and analyze contractors providing insurance services.1. Conduct a tender.2. Conclude insurance contracts.3. Present to employees about new VMI policies and capabilities.4. Control over the fulfillment of the obligations of the insurance agent. Achievements:1. Decreased the insurance budget by 15% in 2013, and by 10% in 2014.2. Increased the number of insurance services provided for employees by 6 items.3. Increased awareness of employees about the VMI program (employee appeals to the curator of the program increased by more than 80%). 3. Assessment center for the Sales DepartmentResponsibilities:1. Organization of monthly assessments for the sales department (candidates screening, assessment conducting, hiring process). Achievements:1. Reduced recruiters' resources for finding personnel for the sales department by more than 30%.2. Accelerated the recruitment time of candidates by more than 3 times. 4. Welcome training for new employees Responsibilities:1. Managed monthly welcome trainings for new team members2. Prepared a presentation about the history of the company.3. Ordered branded products for new employees.4. Developed an online portal with all necessary information for new employees: company structure, phone numbers of all employees, basic provisions about the company, etc. Achievements:1. Increased employee loyalty by more than 20%.2. Increased employee awareness by more than 60%.

St Petersburg City, Russia

1. Arranged welcome presentations for new employees.2. Organized board performances at professional events.3. Coordinated corporate events for employees and clients.

St Petersburg City, Russia

St Petersburg City, Russia

St Petersburg City, Russia

St Petersburg City, Russia

St Petersburg City, Russia

St Petersburg City, Russia

Professional And Personal Development Coach

Community Management

Bachelor'S Degree, Political Science And Government