Kseniia Raikhlina Email & Phone Number

Shanghai, China

• Achieved one of the highest CSAT rates in the team – 94% satisfaction.
• High-efficiency in communications – average 60 tickets per day in three languages: Mandarin Chinese, English, Russian based on individual requirements
• Proactive in improving user experience, work together with Product and Tech on new product features
• Provided data-based reports on user feedback and tracked the trends to find solutions
• Perform quality control for CS team members (evaluation, trainings)

Shenzhen, China

• Provided full customer service support from booking an appointment and accompanying to assisting during report reading
• Collaborated with team members in different departments to meet needs of English-speaking customers
• Reviewed customers' claims and documentation to assess validity of claims and determine eligibility for different solutions
• Answered customers' questions in both Mandarin Chinese and English based on individual requirements

Shenzhen, Guangdong

• Implemented curricular maps to plan, prepare, and present ESL lesson plans
• Collaborated with colleagues to improve instructional practices and support for ESL students
• Incorporated range of audio and visual options to supplement classroom presentations
• Personalized support for students needing extra attention and support to understand concepts

St Petersburg City, Russia

- Teaching English to kids from 3 to 8 years old;- Making lesson plans and teaching materials;- Participating in school events;- Making Drama scripts and arrangements;- Consulting with parents on kids' learning progress.

St Petersburg City, Russia

- Front desk receptionist, - Meeting the guests and answering phone calls and emails, - Making bookings, working with extranets of Booking.com, HRS, Expedia, Agoda, Travelline, Oktogo etc.- Proceeding with payments;