- Secured 100+ 5-star reviews on Capterra in my first 9 months in seat.- Provided operational and strategic support to payments business line launch- 0 to 1 professional services business line

- Partnered with leaders of five CX functions on reporting, analysis, budget, capacityplanning, strategic direction, process improvement- Evolved renewal forecast model and democratized on-demand access to essentialperformance data- Implemented agile methodology for CX Ops team increasing transparency, productivity,engagement, and collaboration- Updated Customer Success Platforms, voice of the customer programs

- Established foundation of customer service organization at early stage startup- Maintained documentation and internal processes to support onboarding,implementation, and renewals for subcontractors and customers- Trained and supported mutual customers on partners’ IoT software- Managed relationships with customers, subcontractors, and program partners

- Managed at-risk clients, developing success plans alongside Account Management andClient Services

- Led a team of nine, owning adoption, success, and retention goals- Developed adoption metrics model to help predict client retention- Iterated on customer KPI model to refine company’s definition of an ideal customer profile- Implemented first tech-touch engagement strategy- Increased employee engagement by 11% from 2016 to 2017

-Developed strategies for increasing customer engagement, driving donation volume, and maintaining high levels of customer retention-Acted as subject matter expert for online fundraising and donor management tools, including developing documentation related to customer training and user guides-Helped nonprofits optimize their use of front-end donor pages and back-office donor database tools-Maintained accurate records and provided pertinent reporting about customers' first 90 days of service using Gainsight and Salesforce-Segmented customers to prioritize outreach and customize training, driving retention and LTV-Hosted training sessions, create and maintain training materials for customers-Worked cross-functionally to gather insight into customer behavior and product feedback to fuel customer success and Network for Good's growth-Provided customer support via email and telephone to nonprofit customers

Yandex.Money is Russia’s leading online payment service- Member of the User Experience (UX) team- Managed simultaneous projects to develop foreign-language web content, technical andlegal documentation, and sales and marketing materials- Collaborated with engineering, design, editorial, sales, marketing, and product teams inagile development environment- Liaised with vendors on 6 multi-stage projects- Administered a request for proposals (RfP) for procurement of localization services- Oversaw troubleshooting of technical errors in localized web content and improvedprocesses to streamline workflow for daily releases- Supervised employees: Conducted quarterly reviews, hired and trained new staff,monitored productivity, and collected feedback on processes- Communicated in Russian with all co-workers

- Interpreted for Danish journalists investigating human rights in Russia- Engaged over 50 students, ages 2 to 55, in individual and group lessons, applyingvarious methodologies in custom lesson plans- Performed written translation of marketing and technical texts

-Organized arrival and departure logistics for groups of 100 high school exchange students from 11 countries.-Quickly solved issues regarding delayed and canceled flights, and lost and sick students.-Worked in a small team where fast, effective communication was key.

-Gained professional fluency in Russian (passed TORFL IV/C2)-Interned at St. Petersburg newspaper (Nevskoye Vremya)-Volunteered in the organization of an international film festival

-Interpreted for consultants visiting from Canada.-Translated documents from Russian to English.-Performed a variety of administrative tasks.