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Alexander Pashaev

@alexanderpashaev

Customer Operations and AI Automation leader at Data-Driven Labs, optimizing support workflows and building AI-powered customer operations.

Cyprus

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At Data-Driven Labs, I optimized customer support workflows in Intercom and redesigned support routing. I also connected CSAT, SLA, trading volume, retention, and revenue outcomes in data-driven support frameworks.

At inDrive, I led customer support operations across 46 countries and 600+ agents. I implemented OpenAI-powered frontline chatbot initiatives, reduced manual ticket handling by 40%, improved resolution speed by 30%, and increased CSAT by 21%.

I also designed and built an AI-assisted intake and appointment automation system for psychology services using Claude Code, n8n, Telegram, OpenAI APIs, Google Calendar, and Stripe. The system automated client triage, information collection, scheduling, payments, and communications.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead

Current

Data-Driven Labs

Jan 2025 - Present (1 year 9 months)

Optimized customer support workflows within Intercom, redesigning operational processes and support routing logic. Built data-driven support frameworks connecting CSAT, SLA, trading volume, retention, and revenue outcomes.

Intercom CSAT SLA KPI Frameworks Root Cause Analysis QA Programs Process Improvement

Director of Operations (Customer Service)

inDrive

Jan 2023 - Jan 2025 (2 years)

Led global customer support operations across 46 countries and 600+ agents. Built a global support knowledge foundation and led implementation of OpenAI-powered frontline chatbot initiatives, reducing manual ticket handling by 40% and improving resolution speed by 30%.

OpenAI API Knowledge Base Design SOP Development Customer Experience Optimization CSAT SLA Workforce Planning

Head of Customer Support

Yango Delivery Turkey

Jan 2023 - Dec 2023 (11 months)

Improved SLA adherence by 15% through workflow optimization and operational improvements. Supported rapid market expansion through scalable support processes and workforce planning.

SLA Management Workflow Optimization Workforce Planning Process Improvement

Customer Service Manager / CX & Relationship Expert

DiDi

Jan 2020 - Dec 2022 (2 years 11 months)

Launched customer support operations across Russia and Kazakhstan for 450+ agents. Implemented automated document verification workflows reducing processing time from 1 hour to 3 minutes, and established Voice of Customer processes.

Automation Voice Of Customer Case Routing Process Improvement QA Programs