Experience level:
More than 5 years
Education level:
Master
Languages:
Russian: Native
English: C1
Serbian: A1
Main responsibilities:
– Delivered prompt and professional assistance to customers via live chats, ensuring high satisfaction levels – above 90% overall;
– Managed multiple – 4 at once – chat conversations simultaneously while maintaining quality and responsiveness;
– Logged and documented all customer interactions in the support CRM system;
– Resolved customer inquiries and technical issues efficiently, escalating when appropriate;
– Maintained up-to-date knowledge of products, services, and policies to provide accurate information;
– Collaborated with internal teams to address and resolve complex customer concerns;
– Identified and reported recurring issues to improve processes and customer experience;
– Adhered to communication protocols and data security standards.
Results of work and achievements:
– Handled an average of 50–75 chats per day while maintaining a quality assurance rating above 90%;
– Achieved a customer satisfaction score (CSAT) of 90% consistently over 4 months through attentive and solution-focused support;
– Assisted in developing internal chat scripts and help center articles, leading to increased self-service usage.
Main responsibilities:
– monitoring of the commercial real estate market, pricing analysis;
– conducting a comparative analysis / price analysis of competing premises;
– formation of proposals for price adjustments depending on fluctuations in the real estate market;
– promotion of real estate on advertising sites (ЦИАН, Яндекс Недвижимость);
– support of transactions for the conclusion of lease agreements for street retail and office space;
– preparation of analytical reports (Excel, power BI), information and reference materials;
– interaction with tenants, contractors;
– organization and execution of the necessary documents for the transaction;
– development of pre-contractual, contractual and post-contractual documentation (contracts, additional agreements to contracts, acts of acceptance and transfer);
– work in programs 1C: Enterprise / Directum EDMS / Power BI / graphic editors (GIMP, TrueView).
Results of work and achievements:
– implemented effective support for the adaptation process of new employees as a mentor;
– reached consistently high results based on the results of work (full effectiveness);
– strengthened professional expertise in the direction of real estate promotion;
– built a system of effective cross-functional interaction with related departments;
– implemented a project to design the site from scratch, formed a portfolio;
– ensured the fulfillment of planned performance indicators: signed/renewed up to 20 lease agreements monthly.
Main responsibilities:
– market analysis, analytics, advertising campaigns in search engines (creation, maintenance and editing of advertising campaigns in Google and Yandex);
– analysis of positions and mechanics of promotion in various sections;
– email marketing.
Results of work and achievements:
– created more than 100 advertising campaigns with budgets from 150 to 500 thousand rubles;
– increased CTR of existing campaigns up to 20%;
– reduced CPC / optimized advertising costs on demand from customers.
Main responsibilities:
– planning of advertising and marketing activities of the company, media planning;
– formation, forecast and control of the budget;
– Evaluation of the effectiveness of promotional activities;
– conducting advertising campaigns within the department;
– coordination of accounts, control of payments, preparation of closing documents for accounting;
– preparation and conclusion of contracts with contractors;
– work with contractors: selection of contractors for the provision of advertising services, conclusion of contracts and control over their execution;
– search for suitable CPA systems;
– launch and control of advertising campaigns in Yandex Direct, Google Adwords systems;
– analysis of the effectiveness of advertising campaigns using Yandex Metrica, Google Analytics;
– compliance with seasonal and special promotions by retail stores of the network and on the website;
– negotiating and concluding partnership agreements;
– email marketing (result: +150 thousand rubles for each advertising mailing);
– site development / coordination and placement of banners on the site.
Search Engine Optimization (SEO) · E-Commerce · Advertising · Sales · Google Ads · Microsoft Office · Site Planning · Site Management · Google Analytics · Yandex Metrics Email Marketing · Internet advertising · VBA · Adobe Photoshop · Photo Shoots · WordPress · Management · Site Planning · Site Management · Microsoft Excel, Power BI