Olga Perkins
Irvine,CA
Summary
Results-driven Customer Success Leader, Operations Strategist, and Marketing Expert with a proven ability to enhance customer retention, streamline operational processes, and foster high-performing teams. With an MBA and fluency in English, Russian, and Mandarin, I specialize in driving customer-centric strategies, developing impactful marketing campaigns, data-driven decision-making, and operational excellence. Passionate about delivering sustainable business success through collaboration, innovative problem-solving, and tailored client solutions. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Success Manager
ClearToGo (DBA PrevailHQ)
04.2022 - Current
- Led and mentored a Customer Success team, achieving a 15% increase in customer retention rates through personalized onboarding and proactive engagement strategies.
- Designed and executed multi-channel marketing campaigns, including email, social media, content marketing, and other initiatives, resulting in a 25% increase in customer engagement and enhanced customer retention.
- Created training materials and video content that drove a 30% increase in product adoption and simplified complex product features for customers.
- Identified upselling opportunities, leading to a 12% increase in revenue by tailoring solutions to customer needs.
- Partnered with product and engineering teams to implement customer feedback, improving satisfaction scores by streamlining key features.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Customer Success and Operations Manager
mAIrobotics, Inc.
04.2021 - 04.2022
- Maintained a 95% customer satisfaction rate by implementing customer-centric engagement strategies and providing exceptional service.
- Optimized onboarding processes, reducing setup time by 20% and increasing new client activation by 15% through workflow redesign and training enhancements.
- Developed and launched digital marketing campaigns that drove a 30% boost in customer engagement using targeted email and social media strategies.
- Conducted engaging webinars and designed video tutorials that contributed to a 35% rise in product adoption and simplified complex concepts for users.
- Streamlined cross-departmental workflows, improving team productivity by ensuring alignment between sales, operations, and customer success teams.
- Collaborated with leadership to develop strategic plans that aligned operational improvements with business objectives, resulting in higher efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
International Purchasing Manager
Baghouse America
03.2018 - 02.2021
- Managed $1.43M in imports from 53 suppliers, ensuring adherence to quality standards while meeting cost-efficiency goals.
- Achieved a 5.3% reduction in procurement costs by implementing CRM and ERP systems to optimize supplier management and streamline procurement processes.
- Enhanced supply chain resilience by establishing 13 new supplier relationships, reducing dependency on single sources, and improving risk management.
- Introduced inventory forecasting strategies that minimized delays and improved supply chain efficiency, ensuring timely delivery for key projects.
- Sourced vendors, built relationships, and negotiated prices.
- Purchased new products and oversaw inventory stocking and availability.
International Purchasing Manager
Veles LTD
09.2012 - 03.2016
- Increased export revenue to $1.8M annually through strategic supplier relationships and targeted market expansion initiatives.
- Achieved a 17.7% reduction in supplier costs by employing advanced negotiation techniques and identifying competitive sourcing opportunities.
- Improved operational efficiency by introducing standardized procurement procedures, ensuring consistency and cost savings across all supplier interactions.
- Collaborated with logistics teams to enhance shipping and customs processes, reducing delays and ensuring compliance with international regulations.
China Broadcasting Department Specialist
The Voice of Russia
07.2010 - 08.2012
- Coordinated voice recording operations for the China Broadcasting Department, ensuring compliance with broadcasting standards and deadlines.
- Proofread and verified translations for over 500 pieces of content, improving accuracy and audience comprehension.
- Worked closely with translators and editors to align language quality with cultural and linguistic nuances, enhancing engagement with Chinese-speaking audiences.
- Introduced a workflow optimization system for content approvals, reducing turnaround time by 15% and increasing department efficiency.
Education
MBA -
Grand Canyon University
PhoenixBBA - Chinese Language, Business, Economy, And Trade
Moscow State University
Skills
- Marketing & Campaigns: Engagement, Retention, Experience Optimization, Multi-Channel Campaigns, Email Marketing, Social Media Strategy, Content Development, Marketing ROI, Brand Management
- Strategy & Analytics: Strategic Planning, Business Process Improvement, Workflow Optimization, Business Development, Revenue Growth, Customer Insights, Research & Analysis, Problem-Solving, Analytical Thinking
- CRM & Tools: Salesforce, HubSpot, Zoho CRM, Zendesk, Freshdesk, MailChimp, Google Analytics, Apolloio, Semrush, Synthesiaio, Dockus, Sendspark, Announce-Kit, Shopify, Amazon Seller, Canva, Adobe Creative Suite, Microsoft Office, Asana, Slack
- Customer & Team Management: Stakeholder Management, Key Account Development, Customer Retention, Client Relations, Customer Advocacy, Onboarding, Negotiation, Conflict Resolution, Customer Service Optimization
- Leadership & Collaboration: Team Leadership, Training & Development, Staff Mentoring, Cross-Functional Collaboration, Team Building, Interpersonal Communication, Performance Evaluations, Goal Setting
- Operations & Administration: Time Management, Decision-Making, Process Improvement, Scheduling & Coordinating, Fiscal Management, Budget Administration, Performance Tracking, Documentation & Reporting
Languages
Chinese (Mandarin)
Full Professional
Russian
Native or Bilingual
English
Native or Bilingual
Certification
- Digital Marketing Nanodegree
- HSK 5
- Chinese studies certification from Chongqing University, Ocean University of China and Yanshan University
Timeline
Customer Success Manager
ClearToGo (DBA PrevailHQ)
04.2022 - Current
Customer Success and Operations Manager
mAIrobotics, Inc.
04.2021 - 04.2022
International Purchasing Manager
Baghouse America
03.2018 - 02.2021
International Purchasing Manager
Veles LTD
09.2012 - 03.2016
China Broadcasting Department Specialist
The Voice of Russia
07.2010 - 08.2012
MBA -
Grand Canyon University
BBA - Chinese Language, Business, Economy, And Trade
Moscow State University
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