Anastasia Mochova

Country Manager Fro Greece, Cyprus and Israel

Joom Group, Joom Marketplace

Remote, Greece

05.2020 - 04.2025

Ensured exceptional customer service through effective leadership of two teams, maintaining exceptionally high performance of the teams. Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty, maintaining an 86% positive CSAT in locales.
Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities. Targeted advertising, SMM development, collaborations with influencers, and work with review platforms. Sponsorship cooperation with local organizations, long-term collaboration with a charity organization, with offline and online events, and efficient results on brand awareness (+4K followers on the local profile on Instagram).
Utilized CRM tools to track customer interactions and report on progress towards goals. Automation of processing support requests through the ticket system with AI tools, maintaining the FRT (four hours in offline support chat) and TTR (forty-eight hours for escalated cases).
Led cross-functional initiatives to streamline processes and enhance customer experience. Developed and launched an after-sales system, achieving $10K GMV in three months with a minimum number of hours of agents' work.
Collaborated with product development teams to incorporate customer feedback into new releases, and monitored the experiments in locales.
Monitored customer health scores, proactively addressing concerns to prevent churn. Monthly analysis of negative CSAT, TTR of escalated cases, providing immediate improvements and solutions to optimize customer experience and satisfaction.
Localization of the application into the Greek language, launching the app in Greece and Cyprus, with a proven result of an increase in DAU of 40% on average for both countries.

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