Anastasiia Prokudina

My mission is to support companies in the deployment of an innovative HR tool, by optimizing their candidate journeys and their digital campaigns to maximize recruitment efficiency.

• Management of a portfolio of 30+ international clients and end-to-end project monitoring: kick-off, objective setting, training, personalized support;

• Management of 100+ projects and campaigns: coordination of product, tech, and media teams, meeting facilitation, reporting, budget monitoring;

• Implementation of a new onboarding process with 30+ training modules and customer content (guides, videos, presentations);

• Continuous optimization of the customer experience (processes, journeys, automations);

• Monitoring customer satisfaction: CSAT > 4/5, NPS > 90.

My role was to ensure the satisfaction of over 1000 clients, personalize their experience, and foster their loyalty.

• Welcoming and assisting VIP and international clients (parliamentarians, ambassadors, celebrities);

• Organizing tailor-made stays (groups, events, special requests, surprises);

• Managing and resolving 200+ customer complaints via the ticketing software with an efficient and responsive process;

• Writing 300+ responses to customer reviews (Booking, TripAdvisor, etc.) in less than 48 hours to enhance online reputation.

Responsible for the operational supervision of a team and guarantor of the establishment's quality standards, I contributed to maintaining a high-end customer experience.

Main responsibilities:

• Management of a team of ~10 housekeepers

• Quality control of rooms & coordination with other departments

• Tracking customer preferences for a personalized experience

• Optimization of internal procedures to improve productivity