Mariia Permiakova

Customer Success and Insights Specialist

Own customer satisfaction, retention, and lifetime-value strategy across the user base, partnering directly with Product and Ops leadership to turn insight into measurable outcomes. Built and led the CSAT and qualitative feedback analysis pipeline, surfacing churn risks and blockers that directly informed measurable improvements in churn reduction and CSAT scores.

Process OptimizationRetention StrategyData AnalysisWorkflow AutomationCross Functional CollaborationFreshdeskGoogle ColabClaude

Team Leader, Customer Success Team

Led a customer success team, developing strategies that improved customer satisfaction and retention. Analyzed feedback and performance data to refine processes and implement best practices.

SalesforceFreshdeskAI IntegrationWorkflow AutomationTeam LeadershipData AnalysisCustomer EngagementOnboardingTrainingPerformance Reviews

Leading Manager, Customer Success Team

Trained and managed a customer support team, fostering growth through mentorship and ongoing training. Implemented and managed workflows and procedures to streamline daily operations and enhance efficiency.

SalesforceFreshdeskWorkflow AutomationTeam ManagementData AnalysisCustomer ExperienceEscalation ManagementCross Functional CollaborationMetaverse Events

Customer Success Manager

Led onboarding for new customers, ensuring smooth transitions and effective setup. Built and maintained strong long-term customer relationships as a trusted advisor.

Customer OnboardingRelationship ManagementCustomer FeedbackKPI TrackingSuccess PlanningProduct Knowledge

Guest Relations Manager

Assisted with VIP guest queries, disputes, and complaints face-to-face, over the phone, and via email. Shared best practices with the team to enhance overall customer service.

Guest RelationsVIP ServiceComplaint ResolutionCustomer ServiceTeamwork

Guest Service Officer

Contributed to the development of customer satisfaction programs. Responded quickly and efficiently to guest concerns via email and phone.

Customer SatisfactionGuest ServiceCommunication SkillsProblem Solving

Guest Service Agent

Managed all requests, incoming calls, and emails, providing efficient telephone service to internal and external customers.

Customer ServiceCommunication SkillsMultitasking

Customer Service Officer

Answered customer inquiries via phone, email, and in-person. Directed customers to online resources and updated customer records in the system.

Customer ServiceCommunication SkillsData EntryReporting

Special Events Coordinator

Established and maintained relationships with vendors and venues. Planned event details including seating, dining, and guest logistics.

Event PlanningVendor ManagementFinancial ReportingBudget Management

F&B Attendant

Provided food and beverage service to guests.

Event Organizer

Assisted in organizing events at the hotel.

Banquet Attendant

Assisted in banquet operations and service.