At Mercuryo, I resolve complex customer cases escalated from L1, investigate operational incidents, and work with internal teams to support resolution. I maintain strong results across First Response Time, Customer Satisfaction, and Quality Assurance metrics.
As Founder & Owner of Top level Language School, I developed social media marketing and advertising strategies and improved the study program with interactive activities. I also established daily operating processes and managed staff recruitment, training, and performance evaluations.
At the United States Embassy, I handled customer complaints and operated the switchboard, taking an average of 50–60 incoming calls per day. Earlier, at Hilton Astana, I assisted guests with reservations and resolved concerns, achieving an average customer satisfaction score of 98%.
