Ekaterina Gedz

Key Responsibilities and Achievements:

Customer Support Management:

Leveraged Intercom to provide exceptional customer support, resolving inquiries and issues efficiently.

Developed and implemented support strategies to enhance customer satisfaction and streamline processes.

Account Management:

Oversaw multiple client accounts, ensuring their needs were met and fostering strong relationships.

Collaborated closely with clients to understand their objectives and tailor services to meet those goals.

Senior Account Management:

Elevated to Senior Account Manager, demonstrating strong leadership in managing key accounts and driving growth.

Analyzed account performance metrics and generated reports to identify opportunities for upselling and cross-selling.

Team Leadership:

Promoted to Account Manager Team Lead, responsible for guiding and mentoring a team of account managers.

Organized training sessions, enhancing team skills and fostering a collaborative work environment.

Established clear communication channels between the team and upper management, ensuring alignment with company goals.

Skills Developed:

Proficient in customer relationship management and support tools, particularly Intercom .

Strong analytical skills with a focus on data-driven decision-making.

Leadership and team management abilities, facilitating a high-performance culture.

Built from the ground up the Training and Enablement Department from one person to six team members. Designed and delivered training programs for various client-facing departments including Customer Support, Customer Success and Professional Services (CSO), Sales, and non-customer facing departments. Coordinated training and on-boarding for AE, AM, Strategic AE, SDR, Marketing, PMM, and crash courses for various non-customer facing departments. Reduced the time from on-boarding to job assignment by launching an LMS platform for new Sales and Customer Facing team members. Coordinated training events and on-boarding activities for every department including HR, Sales Ops, IT Ops, Analytics, Finance and Accounting, and role-specific product training and enablement for C-level and Execs. Trained up to 30 team members monthly either in groups, small events, or one-on-one. Created training materials to increase team member skills and promote a close company culture. Evaluated team members for certification and product knowledge essential for their career progression. Collaborated with Human Resources and department leaders to design effective training programs. Directed and supported the sales demo environment from tech support to content creation applied to multiple personas and markets.

Administered Time to First Response tickets and Service Level Agreements. Directed 10 to 15 onsite and global Customer Support team members. Trained, mentored, motivated, and evaluated team members. Supported the interview process and encouraged a positive corporate climate during on-boarding. Collaborated with managers and staff in Sales, Success, PS, Human Resources, Marketing, and Project Management.

Communicated with customers through phone conversations, live chat, and emails. Achieved highest response and resolution number of support tickets and calls on the team. Recognized as sales expert due to continuous qualified sales leads passes. Developed skills in escalation process, bug troubleshooting, advanced SSO knowledge, and API basics. Liaised with tier 2 and tier 3 engineers and developer to resolve problems quickly.

Directed all phases of the sales cycle for Russia and the Eastern European region. Worked closely with sales team to engage clients and provide full customer support.

Controlled daily cargo operations, inventory logistics, merchandise tracking and documentation. Designated Customer Success and Operations Coordinator to support container shipping. Liaised with customer facing departments and managers to comply with Customs Department requirements.

Directed logistics and handling of incoming and outgoing merchandise. Worked in remote Far East Russia on the Exxon Mobil oil production terminal. Issued detailed cargo documents including Bill of Lading, Cargo Manifests, and Crew Lists. Aided in the preparation of customs declarations and translated conversations and documents from Russian to English and English to Russian.

Linguist, Teacher of Korean and English