Galina Tsvetkova

Background

About Galina Tsvetkova

I have a great experience in customer support, obtained in Avito (the largest classified in Russia). The main tasks at this stage of my career were to build a support service for a new segment of users- legal entities (written and voice channel), to scale processes in the context of business growth (growth of the number of clients from to Support team management (including hiring sometimes and also on-boarding), improvement of key indicators (AFRT, ART, AHT, CSAT, ACW, ATT, SL), collaboration with product team to improve user experience etc. I want to highlight as one of the main results of my work - achieving and maintaining the highest level of user satisfaction among all Avito-support teams (80% and above). Resent years I’ve been working in transport-logistics holding. The master data management department, which I lead, is part of the economic information systems department in the group of companies GlobalPorts. We work on both internal and external projects related to establishing or optimizing data management processes, developing regulations, normalizing data, and implementing best industry practices. We also provide support to users of corporate systems on data changes and corrections.