2 years 8 months Соединенное Королевство • Led two core directions: Accounting (Account Management) and Customer Support, aligning operational performance with revenue goals. • Managed and mentored a team of specialists, overseeing onboarding, performance tracking, and continuous development. • Supervised a client portfolio generating $150k+ in monthly ad spend, ensuring stable growth, retention, and long-term partnerships. • Personally handled a large portfolio of high-value clients, leading strategic discussions, scaling campaigns, and optimizing performance. • Built and improved internal workflows, including Slack-based processes to streamline communication and task coordination across teams. • Collaborated closely with publishers, product managers, tech, finance, and moderation teams to ensure seamless campaign execution and operational stability. • Oversaw complex advertising campaigns, traffic optimization, and performance analytics to improve ROI and client satisfaction. • Developed and maintained internal documentation (CRM processes, Jira/Confluence knowledge base), improving transparency and scalability of operations. Results: • $150k+ monthly portfolio under team supervision • Growth of key accounts through structured scaling and upsell initiatives • Improved operational efficiency and faster internal coordination • High client retention and consistent performance delivery

(1 year 7 months) • Managed and grew a portfolio of key clients, building long-term partnerships. • Responsible for revenue growth and client retention. • Led regular calls and strategic discussions to help clients scale their campaigns. • Analyzed performance metrics and provided optimization recommendations. • Negotiated commercial terms and managed deal processes. • Coordinated with internal teams (moderation, finance, support, tech team,project, and product managers) to ensure smooth operations.

Соединенное Королевство • Leading a team of support and account specialists: onboarding new team members, mentoring existing staff, and fostering continuous development. • Managing a large portfolio of high-value clients with a combined monthly ad spend of $45k+, ensuring performance growth and customer satisfaction. • Collaborating cross-functionally with publishers, product managers, and project teams to improve tools, workflows, and client service delivery. • Writing and maintaining internal technical documentation for proprietary tools and processes. •Overseeing complex advertising campaigns and ensuring seamless execution by the team.

• Overseeing customer support operations to resolve complex client issues. • Managing advertising campaigns, optimizing traffic, and ensuring client satisfaction. • Coordinating account management processes and maintaining project timelines. • Sales interaction with clients and scaling users by increasing volumes. • Achieved $50k+ monthly spending volume by optimizing user acquisition and campaign management. • Optimized advertising campaigns, resulting in a 10% minimum increase in ROI on average for all clients.

• Assisted clients with technical issues, providing timely solutions. • Optimized workflows to enhance service efficiency. • Acted as the primary point of contact for clients, ensuring smooth project and advertising campaigns execution.

(1 year 2 months) • Handled inbound customer requests via Intercom, Dashly, and Bitrix (livechat and tickets). • Maintained fast response and resolution times (2-3 minutes for each chat orticket). • Assisted clients with campaign-related questions and issues. • Contributed to high customer satisfaction. • Moderated advertising campaigns in line with platform policies. Average campaigns and ads review time: 3–5 minutes. • Worked with strong attention to detail and minimal errors.

• Handled client inquiries across various communication channels. • Utilized admin panels to manage and monitor advertising campaigns. • Delivered detailed performance reports and suggested improvements.

• Conducted content moderation to ensure compliance with company standards. • Collaborated with customers and partners refining their travel experiences and solving issues. (e.g. transferring a reservation).

1 year 5 months • Collaborated with partners to coordinate joint marketing activities. • Interacted with clients on various social networks, managed accounts, processed and analyzed reviews in app stores. • Managed social media accounts and increased audience engagement by 20% through tailored content strategies. • Analyzed and responded to app store reviews, implementing changes that directly improved customer retention and increased the app’s rating by 0.5 stars.

• Handled complex customer requests, including technical and financial issues. • Coordinated with partners and internal departments to streamline customer service processes. • Provided consultations to clients in all communication channels, including voice in Russian • Handled 200+ customer inquiries daily, resolving 95% of cases within SLA timeframes. • Streamlined coordination with partners, reducing response times by 10%. 职位:Support Specialist