Freelancer profile translated to English.
Back to original languageAbout Maksim Nikolajevich
Customer-oriented professional with over 6 years of experience in customer service and team leadership. I have worked with international clients, handled complex inquiries, and ensured that processes run smoothly and are customer-friendly. I work meticulously, remain calm under pressure, and switch easily between different systems. Always looking for ways to make the customer process easier and clearer. My background as a manager helps me to work efficiently both independently and collaboratively.
English
Native or bilingual
Dutch
Fluent
Russian
Native or bilingual
Can work on-site
Groningen (up to 50km)
Experience
- Haleon [Global]Customer Service AgentPHARMACEUTICALS INDUSTRYAugust 2025 - Today (1 year)Amersfoort, NetherlandsKey responsibilities
- Order handling in SAP
- Complaint/Return management and credit notes
- Customer communication and collaboration (internal and external)
- Reporting and Control
- Participating in various Customer Service & Logistic improvement within the region
- Support continuous improvement within the Benelux CS team.
- Customer Satisfaction, Logistic Efficiency, ...
- ZelfstandigCustomer Service ConsultantAugust 2024 - Today (2 years)I offer tailor-made consulting services for individuals and businesses to improve customer support processes.
- KARUNACustomer Operations Team LeaderFebruary 2022 - October 2024 (2 years and 8 months)• Leading an international team of 5 support staff, responsible for customer service, sales, and operational excellence, with a focus on growth and customer satisfaction.• Developing and implementing a customer-centric CX strategy (2023-2024), resulting in:◦ Customer Satisfaction Index (CSI) increased by 44% (from 2.5 to 3.6) and another +12% in 2023-2024.◦ First Response Time (FRT) reduced by 6%.• Transforming customer service through the integration of a new CRM system and an AI-powered chatbot:◦ Chatbot automated 70% of first-line requests, increased automation by 20%, and generated an ROI of 120% (saving €45,000+/month).• Optimizing processes through automated tracking and resource allocation:◦ Service times reduced by 25% and operational costs decreased by 30%.
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Education
- BachelorVoronezh State University2019Bachelor
- for executives2022for executives