Olivia Tchaliova

• Developed and implemented innovative solutions and strategies for customer support aimed at enhancing user satisfaction and fostering adoption of Yotpo’s services, resulting in increased customer engagement and loyalty.
• Oversaw all aspects of the customer support function at Yotpo, including team scheduling, recruitment processes, support communications and activities, performance evaluations, resource allocation, and managing budget, ensuring seamless operations and alignment with organizational goals.
• Collaborated closely with Yotpo’s marketing, sales, engagement teams, quality assurance, and research and development teams to address customer issues, refine processes, and align support efforts with overall business objectives, enhancing the company’s overall go-to-market strategies and customer outreach initiatives.
• Ensured consistency in customer support experiences across various verticals, countries, and time zones, maintaining high standards of service delivery and customer satisfaction levels.
• Developed and reviewed metrics for measuring the efficiency and quality of customer support efforts at Yotpo, sharing insights and recommendations for continuous improvement with stakeholders.

• Facilitated the establishment, expansion, and management of the Customer Support team for a SaaS startup,

overseeing all administrative and educational responsibilities.

• Enhanced the structure of the customer support team and internal tooling at SMSBump to meet the evolving

needs of the organization, fostering a culture of innovation and adaptability.

• Analyzed specific needs of the companies support division, competitive landscapes, and market data to identify

opportunities for improving customer support processes, leading to enhanced efficiency and effectiveness in

addressing customer inquiries.

• Presented regular reports and analysis to stakeholders at SMSBump, highlighting trends and areas for

improvement in customer support operations, and implemented internal processes to enhance team productivity

and customer satisfaction metrics.

• Effectively managed international contractors and oversaw local and remote teams and assistant leads at

SMSBump, ensuring seamless coordination and communication across different time zones and geographies.

• Demonstrated strong analytical and critical thinking skills to contribute to the company’s growth and marketplace

presence, while building and maintaining relationships with internal and external stakeholders.

• Developed and managed tailored lesson plans for diverse classrooms of 25-30 students, ensuring effective classroom management and promoting student engagement and success.
• Cultivated an inclusive learning environment, providing individualized support, test and assessment reviews, and valuable feedback to promote student growth and achievement.