ANGELIKA SHARANDO
Summary
Highly motivated and results-driven professional. I’m passionate about leveraging technology to enhance customer experiences and improve internal processes to deliver tangible results. My experience in customer success has honed my communication & problem-solving abilities with cross-functional collaboration skills, while my engineering background provides a solid foundation in technical concepts and project management. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
PURA VIDA MIAMI
2021.09 - Current
- Communicate and support customers and partners throughout all stages of their requests, consistently resolving 70+ weekly inquiries, consistently exceeding KPI targets o Identify and escalate unresolved issues to relevant internal teams, working collaboratively with other departments to find appropriate solutions to customer issues and concerns o Provide valuable information about the company's product offerings in an effort to upsell customers o Received recognition on three different occasions for mediating conflicts and growing the business throughout the process
- Drove customer escalations to resolution by engaging directly with clients.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Collaborated with cross-functional teams to establish customer success programs.
Co-Founder / Project Manager
VISA LLS
2014.08 - 2020.06
- Provided services for the modernization and technical maintenance of the installed low-voltage systems for multiple hotel chains throughout in Russia and Europe o Developed top-level company budget across various departments o Served as project manager lead in overseeing customer engagements, making all necessary tweaks throughout course of each engagement o Negotiated and managed contracts with various vendors and suppliers o Delegated appropriate tasks across organization and communicated expected deliverables o Conducted financial analysis during project periods and communicated ongoing results with customers
- Built and established strong partnerships with teams, vendors and contractors.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Led meetings with internal team members, consultants and contractors.
- Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Modified project plans when needed to better align with organizational objectives.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
Electromechanical Engineer
LEN ENERGO PJSC
St. Petersburg , Russia
2012.11 - 2014.11
- Assisted dispatch engineers in the operations center at municipal electricity provider of St
- Petersburg o Actualization of the digital scheme of the local substation of St
- Petersburg
- Utilized CAD drawings to provide design documentation.
- Collaborated with other engineering disciplines to construct complex projects.
- Prepared cost estimates for customers according to services rendered.
ELECTRONIC ASSEMBLY - Engineering Intern
Spec Electro LLC
St. Petersburg , Russia
2009.03 - 2011.08
- Technical drawings of internal security low-current systems for buildings with AutoCAD
- Wrote and filed necessary documents to assist team leaders with efficient organization.
- Incorporated directives, manuals and diagrams into work for assigned projects.
- Conferred with technical personnel to prepare designs or operational plans.
- Created accurate project specifications, documenting in technical manuals.
- Communicated with clients and coworkers about analysis results.
Education
Accounting
ST. PETERSBURG SCHOOL OF ECONOMICS
06.2011
Bachelor of Engineering - BE - Electromechanical Engineering
EMPEROR ALEXANDER I ST. PETERSBURG STATE TRANSPORT UNIVERSITY
06.2011
Skills
- Teamwork
- Management
- Problem Resolution
- Documentation and Reporting
- Verbal and Written Communication
- Project Planning
- Teamwork and Collaboration
- Account Management
- Customer Relationship Management
- Customer Service
- MS Office, AutoCAD, CRM, PowerPoint, Adobe Photoshop, Quickbooks
Languages
Languages
English
Russian
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
PURA VIDA MIAMI
2021.09 - Current
Co-Founder / Project Manager
VISA LLS
2014.08 - 2020.06
Electromechanical Engineer
LEN ENERGO PJSC
2012.11 - 2014.11
ELECTRONIC ASSEMBLY - Engineering Intern
Spec Electro LLC
2009.03 - 2011.08
Accounting
ST. PETERSBURG SCHOOL OF ECONOMICS
Bachelor of Engineering - BE - Electromechanical Engineering
EMPEROR ALEXANDER I ST. PETERSBURG STATE TRANSPORT UNIVERSITY
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