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Experience level:
More than 5 years
Education level:
Languages:
Russian: Native
English: C1
– Contributed to ITCareerHub’s mission of reskilling adults from diverse backgrounds and helped them transition into the tech industry in Germany and across Europe
– Onboarded, supported, and retained customers in the Data Analytics, Python Development, Web Development, and UX/UI Design programs
– Developed and implemented feedback surveys and questionnaires: course NPS, instructor CSI, and stage-based user surveys across learning tracks.
– Analyzed key metrics: CSI, NPS, churn, student engagement, and retention
– Worked with Moodle (LMS), cloud, BI and CRM systems
– Updated internal customer support processes and algorithms
– Collaborated with the Career Center and the Analytics Department
– Conducted history and social sciences lessons.
– Engaged students through interactive teaching methods, resulting in a 20% increase in student engagement and achieving a 85% pass rate in standardized testing.
– Developed and implemented curriculum for history and social science courses.
– Contributed to educational program enhancements and extracurricular activities.
– Provided individualized assistance to students, fostering a positive learning environment.
– Conducted legal research (court cases), analysis (credit histories).
– Provided support in drafting legal documents and contracts, resulting in the dismissal of 70% of client complaints.
– Collaborated with legal team members on client claim cases.
– Assisted clients in understanding their legal rights and options, and in receiving case progress updates.
– Successfully negotiated settlements, avoiding lengthy legal proceedings.
– Facilitated the processing of corporate customer orders.
– Ensured accurate and timely order fulfillment.
– Collaborated with cross-functional teams to optimize order processing procedures.
– Communicated with supply partners.
– Implemented a streamlined order processing system, reducing processing time by 20%.
– Met and exceeded monthly order fulfillment targets
– Helped advance BIT’s mission to integrate newcomers from various backgrounds into Germany’s tech sector and to build sustainable tech careers
– Onboarded, supported, and retained customers in the UX/UI Design program
– Collaborated with product and methodology (instructional design) teams to improve the learning funnel, adapt educational content, and design individual learning paths
– Cooperated with the Career Center on internships and graduate employment
– Worked with CRM, Moodle (LMS), and cloud systems
– Systematized and updated user support algorithms
Metrics · Data Analysis · Learning Management Systems · Student Support and Retention · Customer Relationship Management (CRM) · Customer Experience · Customer Support