Azema Kalykova

Work History

Customer Onboarding Manager/Customer Service Manager

Affise

08.2022 - Current

Strategize and Implement Onboarding Processes: Developed and executed strategic onboarding processes, leading to a 20% reduction in onboarding time for new clients.
Deliver Comprehensive Training: Provided in-depth training sessions and materials to educate new clients on network policies, procedures, and tools, facilitating a thorough understanding of affiliate networking ecosystem.
Tailor Onboarding Plans: Customized onboarding plans for diverse clients, achieving a 25% improvement in client satisfaction scores and a better alignment with unique objectives.
Ensure Regulatory Compliance: Collaborated closely with legal and compliance teams to guarantee clients' understanding and adherence to regulatory requirements, industry standards, and network's terms of service.
Serve as Primary Communication Channel: Acted as the central point of contact, addressing over 200 inquiries promptly during onboarding process, providing comprehensive assistance to clients.
Collaborate with Sales Teams: Partnered with sales teams, resulting in a 30% increase in onboarding strategies contributing to the network's overall business objectives and growth.
Monitor Key Performance Metrics: Vigilantly tracked onboarding progress and key performance metrics, utilizing data insights to identify optimization opportunities and areas for improvement.
Solicit and Analyze Feedback: Gathered feedback from clients regarding their onboarding experience, employing this information to enhance onboarding processes and proactively address potential challenges.
Expedite Issue Resolution: Promptly addressed and resolved issues, achieving a 25% reduction in onboarding phase disruptions and fostering positive client relationships.
Provide Ongoing Support: Offered continual support, resulting in a 10% increase in client retention post-onboarding and sustained success within the network.
Implement Technological Solutions: Integrated and implemented technological solutions to streamline the onboarding process, utilizing automation tools and systems to enhance efficiency and accuracy.
Provide Technical Training: Delivered specialized technical training to clients, ensuring they are proficient in utilizing the network's tracking systems, reporting tools, and other technical resources.
Coordinate API Integrations: Facilitated seamless API integrations between the network and affiliate systems, ensuring data accuracy, real-time reporting, and optimal performance.
Troubleshoot Technical Issues: Acted as a technical liaison, achieving a 40% reduction in resolution time for technical issues during the onboarding phase.
Conduct Technical Audits: Performed technical audits of client accounts to ensure compliance with tracking requirements, troubleshooted discrepancies, and maintained accurate attribution of conversions.
Implement Security Measures: Collaborated with IT and security teams to implement robust security measures, safeguarding sensitive clients and network data during onboarding and throughout the partnership.
Optimize Landing Pages: Worked closely with clients to optimize landing pages for performance, providing guidance on technical aspects such as page load times, mobile responsiveness, and adherence to SEO best practices.
Utilize CRM Systems: Leveraged Customer Relationship Management (CRM) systems to manage and track affiliate interactions, ensuring a comprehensive understanding of their onboarding progress and ongoing engagement.
Stay Abreast of Technological Trends: Stayed informed about technological trends in the affiliate marketing industry, incorporating innovative tools and solutions into onboarding processes to maintain a competitive edge.
Provide Documentation and Technical Resources: Developed comprehensive documentation and technical resources, serving as a reference for troubleshooting, resulting in a 25% increase in client self-sufficiency.

Support Team Lead/Technical Writer/Compliance Officer

Optherium

01.2022 - 08.2022

Staff Training and Operational Excellence: Trained staff on operational procedures, resulting in a 15% increase in efficiency and productivity through the promotion of operational best practices.
Performance Monitoring and Feedback Provision: Monitored team member productivity, providing valuable feedback to enhance efficiency and overall team performance.
Crafting Professional Customer Communications: Crafted intelligent and professional responses to customer queries, maintaining a high standard of communication with a 95% positive feedback rate.
Strategic Collaboration for Solutions: Collaborated seamlessly with sales, operations, and field service teams, contributing to the coordination of holistic and effective solutions for customers.
Creation of Help Center from Scratch: Pioneered the creation of a new Help Center, resulting in a centralized hub that experienced a 30% increase in user engagement and support utilization.
Content Production and Maintenance: Spearheaded content production efforts, creating customer-facing content and how-to guides, while meticulously maintaining and updating support articles for optimal user guidance.
Multimedia Content Creation: Wrote and produced engaging how-to video tutorials, catering to diverse learning preferences and enhancing user understanding of key activities.
User Experience Enhancement: Collaborated with designers and product managers to enhance the overall user experience through impactful content, contributing to the optimization of product UX.
Database Development and Management: Developed and continually updated databases to handle customer data, ensuring accuracy, security, and accessibility.
Exceptional Writing and Documentation Skills: Leveraged exceptional writing, editing, and proofreading skills to produce error-free, engaging content and maintain high-quality documentation.
Field Knowledge Updates and Instruction Literature: Analyzed field developments, updating instruction literature and ensuring that documentation reflected the latest industry standards and best practices.
Adherence to Policies and Guidelines: Consistently followed company policies and editorial guidelines, ensuring the creation of thorough, well-written, and compliant content.
Technical Workflow Documentation: Carefully documented technical workflows in a private wiki, serving as an invaluable educational resource for newly hired employees.
Research and Information Presentation: Conducted thorough research, gathered information from diverse sources, and presented results effectively, contributing to informed decision-making.
Diverse Written Communication: Prepared various written communications, reports, and documents, demonstrating versatility in communication for different contexts and purposes.
Operational Insight through In-Progress Operations: Observed in-progress operations, identifying critical steps for the development of comprehensive technical instructions.
Escalation Management and Expert Support: Strategically identified escalation needs and seamlessly connected customers with advanced support staff, ensuring a swift resolution of complex technical issues.
Incident Response and Resolution: Provided end-to-end support throughout incident response, management, and resolution phases, delivering expert assistance to address intricate technical needs promptly and effectively.
Technology Monitoring and Client Trend Analysis: Proactively tracked evolving software and technologies, conducting in-depth analyses to anticipate and address potential impacts on customer requirements.
Problem Anticipation and Resolution: Identified trends in client requests, played a pivotal role in anticipating and proactively resolving ongoing problems, contributing to seamless operations.
Efficient Task Management: Utilized a robust task management system to efficiently receive, manage, and close support requests, ensuring a systematic and organized approach to customer service.
Resolution of Business Concerns: Investigated and resolved a spectrum of concerns, including accounting, service, and delivery matters, contributing to the overall integrity of business operations.
Inter-Departmental Communication Facilitation: Facilitated effective inter-departmental communication, ensuring a cohesive approach to providing superior customer support and resolving complex issues.
Customer-Centric Problem Resolution: Promoted a superior customer experience by addressing concerns with empathy, swiftly resolving problems, and demonstrating a customer-centric approach.
Expertise in Compliance and Risk Assessment: Led initiatives in Customer Due Diligence, Know Your Customer, Anti-Money Laundering, and Combating the Financing of Terrorism, ensuring accurate risk assessments and compliance documentation.
Enterprise-Wide Risk Assessment Framework: Collaborated with the Compliance Department to develop and implement an enterprise-wide risk assessment framework, enhancing the organization's control measures.
Audit and Compliance Support: Provided crucial support for internal and external audits, ensuring compliance with regulators and banking partners, and addressing related matters effectively.
Multifaceted Business Support: Offered integral assistance in various aspects of business operations and special projects, demonstrating versatility and a commitment to organizational success.

Technical Support Specialist

Veeqo

07.2020 - 10.2021

Contributed to Company Recognition: Played a significant role in the company's recognition and subsequent acquisition by Amazon, underscoring the excellence and impact of the technical support services provided.
Contribution to Company's Growth: Provided support to a tech-focused multinational companies specializing in e-commerce and shipping, including Amazon, Amazon Logistics, Shopify, Woocommerce, Magento, FedEx, DHL, Royal Mail, DPD, among others.
Navigated and Elevated Technical Support for Industry Leaders: Worked with distinguished multinational entities in the e-commerce and shipping sectors, including renowned industry giants such as Amazon, Amazon Logistics, Shopify, Woocommerce, Magento, FedEx, DHL, Royal Mail, DPD, and others.
Operational Excellence: Maintained Tier 1 IT support services, delivering comprehensive desk-side assistance to non-technical internal users, ensuring operational continuity and efficiency across various technology platforms.
Global Technical Issue Resolution: Successfully resolved a diverse array of technical issues spanning multiple systems and applications, demonstrating a deep understanding of technology infrastructure and providing solutions to users across different time zones.
Efficient Ticket Management: Utilized advanced ticketing systems to efficiently manage and process support actions and requests, ensuring a systematic and organized approach to technical issue resolution.
Subject Matter Expertise: Functioned as a subject matter expert on complex technical issues, contributing to the resolution of escalated matters and offering valuable insights to the support team.
Proactive Customer Support: Provided timely and accurate customer support through various channels, including calls, live chats, and emails, contributing to the enhancement of overall customer satisfaction.
Client Satisfaction Verification: Conducted post-support engagement follow-ups with clients to verify and ensure optimal customer satisfaction, strengthening customer relationships and fostering a positive experience.
High-Volume Technical Support: Successfully managed and resolved a substantial volume of technical support inquiries, exceeding 30 inquiries daily, showcasing efficiency in handling a high workload while maintaining quality service.
Clear Communication of Technical Information: Effectively communicated technical information in clear terms, promoting better understanding for non-technical users and facilitating smooth issue resolution.
System Monitoring and Troubleshooting: Monitored operational systems and swiftly troubleshooted errors, demonstrating a proactive approach to system health and performance.
Collaborative Problem Resolution: Collaborated with supervisors to escalate and address customer inquiries or technical issues, fostering a collaborative environment for effective problem resolution.
Comprehensive Support Documentation: Developed comprehensive support documentation, empowering the user community to extend their skills, leverage system features, and find resolutions independently, reducing reliance on the support team.
Issue Analysis and Remediation: Analyzed complex issues to identify troubleshooting methods for quick remediation, contributing to the efficiency of technical support processes.
Customer Education and Solution Explanation: Assisted customers in identifying issues and explained solutions in a clear and concise manner, ensuring a swift restoration of service and functionality.
High-Level Technical Support Delivery: Provided high-level technical support via phone, email, and web channels, consistently meeting department and team service levels and goals.
Equipment Maintenance Requests: Submitted service tickets for equipment maintenance requests, ensuring the timely upkeep and reliability of essential technological assets.
User Training and Activation Support: Patiently walked individuals through basic troubleshooting tasks and activated accounts for clients interested in new services, contributing to user empowerment and seamless onboarding.

Support Team Lead Associate/Technical Writer/Project Manager

Growave

05.2018 - 05.2020

Strategic Rebranding Leadership: Spearheaded and directed the entire rebranding process of Growave company, resulting in a 20% increase in brand recognition and a 15% growth in customer engagement.
Team Coaching and Quality Assurance: Coached and mentored new team members on service techniques, implementing a robust quality assurance program with comprehensive benchmarks that led to a 30% improvement in customer satisfaction scores.
Establishment of Customer Service Standards: Utilized comprehensive benchmarks to establish and meticulously monitor high standards for customer service, contributing to a customer-centric approach throughout the organization.
Effective Issue Escalation: Demonstrated keen problem-solving skills by escalating issues to the proper supervisors when standard processes proved ineffective, ensuring swift and appropriate resolutions.
Leadership During Short Staffing Periods: Stepped up during department short staffing, assisting the customer service manager with handling complaints and complex issues, showcasing adaptability and crisis management skills.
Promotion to Team Lead: Recognized for outstanding enthusiasm and composure in challenging situations, resulting in a promotion to the role of team lead for customer service.
Cross-Functional Collaboration: Collaborated seamlessly with cross-functional departments to update teams on current products, services, and troubleshooting techniques, fostering cohesive communication within the organization.
Crisis Management Excellence: Applied effective crisis management techniques to offer corrective solutions and maximize customer satisfaction, showcasing leadership during challenging scenarios.
Performance Evaluation and Issue Rectification: Conducted thorough performance evaluations, identifying areas for improvement, and rectifying issues to enhance overall service quality and meet key performance indicators (KPIs).
Continuous Monitoring and Reporting: Monitored employee performance and generated status and performance reports, contributing to continuous improvement initiatives within the customer service department.
Root Cause Analysis for Ticket Resolution: Reviewed overdue tickets and proactively followed up with customer support personnel to resolve the root cause of delays, resulting in a 30% reduction in ticket resolution time..
Field Operations Collaboration: Built strong relationships with the field operations team to support business development opportunities and enhance service delivery.
Liaison with IT for Technical Issue Resolution: Effectively liaised with the IT department to report technical issues and formulate troubleshooting procedures, ensuring a seamless resolution of technical challenges.
Strategic Utilization of Customer Intelligence: Directed intelligence gathered from customer support channels to product and data science teams, contributing to product improvements and an enhanced user experience.
Customer-Focused Forums and Webinars: Hosted forums and webinars for current and prospective customers, creating platforms to address concerns, gather insights, and share valuable information.
Training and Mentoring Initiatives: Conducted training sessions and mentored team members to promote productivity, commitment to friendly service, and continuous professional development.
Complex Client Relations and Quality Control: Handled complex and sensitive client relations and quality control issues, minimizing negative impacts and steering business direction towards positive outcomes.
Editorial Excellence and Copy Review: Proofread copy written by colleagues, ensuring impeccable spelling, punctuation, and grammar, maintaining a high standard of written communication.
Thorough Research for Informed Content: Conducted in-depth research and read journals to thoroughly research eCommerce platforms before creating content, ensuring accuracy and relevance.
Creative Content Production and Program Development: Wrote and edited high-quality content and visually impactful programs under deadline pressure, infusing excitement, captivation, and authenticity into all deliverables.
Knowledge Base Establishment and Maintenance: Pioneered the creation of the Knowledge Base from scratch and consistently updated it, establishing a comprehensive resource for education and support.
Original Content for Promotional Materials: Produced original, creative content for promotional advertisements and marketing materials, aligning with brand messaging and marketing objectives.
Formatting Excellence in Line with Standards: Completed accurate and polished formatting in line with publishing standards, ensuring consistency and professionalism in all written materials.
Strategic Advertising Material Creation: Wrote advertising material for use by publication, broadcast, or internet media to promote the sale of goods and services, strategically customizing brand messages.
Targeted Brand Messaging: Customized brand messages to effectively reach and capture the target audience's interest, driving engagement and fostering brand loyalty.
Technical Workflow Documentation and Observation: Carefully documented technical workflows in a private wiki for the education of newly hired employees, ensuring a comprehensive understanding of operational processes.
In-Progress Operations Analysis: Observed in-progress operations to identify crucial steps for technical instructions, contributing to the development of effective and accurate procedural documentation.
Problem Identification and Solution Provision: Identified issues, analyzed information, and provided strategic solutions to problems, contributing to streamlined

HR Manager

Bishkek

02.2017 - 06.2018

Implemented performance reviews and motivational strategies to elevate HR team results.
Carried out salary reviews
Built effective relationships with Chinese Universities representatives
Was responsible for the recruitment, selection and interviewing process
Developed, coordinated and delivered training modules as required
Processed employee claims involving performance issues and harassment.
Motivated employees through special events and incentive programs.
Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
Created vision and goals for HR team and motivated staff to achieve excellence in customer support and core HR processes.
Reviewed business goals to recommend new HR approaches, policies and procedures for continual improvements focused on meeting business objectives and enhancing productivity.
Implemented standardized programs and policies, driving smooth operations, employee retention and engagement.
Organized and led staff orientation programs and training to promote collaboration.
Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies.

Summary

Overview

Work History

Customer Onboarding Manager/Customer Service Manager

Support Team Lead/Technical Writer/Compliance Officer

Technical Support Specialist

Support Team Lead Associate/Technical Writer/Project Manager

HR Manager

Education

Bachelor of Arts - English Language And Literature

High School Diploma -

Skills

Accomplishments

Additional Information

Publications

Work Availability

Timeline

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