Daria Kalinina

I have 10+ years of experience in customer support, account management and service operations across Insurance, Healthcare, MedTech and EdTech. Most of my experience is connected with B2B clients, corporate HR teams, healthcare insurance operations, customer support processes and complex client cases.
Some results I am proud of:
- helped increase B2B HR NPS from 39 to 75;
- contributed to reducing overdue receivables from about 33% to below 0.25%;
- led and developed a team of up to 10 people;
- supported promotions of team members to Senior and Team Lead roles;
- managed relationships with 30+ HR stakeholders;
- worked with corporate client portfolios worth up to €3M annually;
- helped build onboarding, knowledge base and support workflows used by the team.
I enjoy roles where I can combine customer communication with process building. I am good at bringing structure to unclear situations, explaining complex topics in simple language, finding the root cause of repeated problems and making support work more predictable for both customers and internal teams.
Currently based in Lisbon, Portugal.