Andrei K.

• Delivered a 15% decrease in the volume of support tickets by defining and leveraging actionable customer insights to redesign support documentation and increase its ability to self-serve • Led to a 30% increase in the number of bugs fixed by owning the voice of the customer initiative, translating customer feedback into well-defined user stories enabling developers’ focus to be on the final solution • Drove product innovation by taking full responsibility of identifying, verifying and testing in-app bugs, maintaining and prioritising their backlog • Influenced the product delivery agenda by connecting, curating and analysing multiple sources of information throughout the business and producing recommendations to the product team • Acted as a subject matter expert for the support, billing and marketing departments in identifying, replicating and rectifying existing technical issues, flow flaws and possible feature requests • Mentored members of staff to cultivate professional growth, developed and conveyed internal training for company employees

• Within first 2 months of working was awarded best technical support agent, consistently ran at the top of company board both in technical issue resolution and customer satisfaction rating • Redesigned customer support approach within the business by convincing the support director to incorporate video recordings to support ticket responses resulting in increase of customer satisfaction and issue resolution rate • Proactively identified opportunities for implementation of new support system incorporating live support and customer experience analytics team with the aim of increasing the quality of handling customer requests • Expanded the remit of the insights programme to capture not only feedback about technical issues, but also platform flow flaws and feature requests