I am looking for a role where I can leverage my experience in customer support operations, knowledge management, content development, localization, and process improvement. I thrive in collaborative environments that value organization, problem-solving, continuous improvement, and exceptional customer experience.
Looking for a job
Ina Prouty
@inaprouty
Customer Experience and content specialist building multilingual support systems and knowledge resources.
United StatesWhat I'm looking for
Multilingual Operations, Customer Support, and Content professional with 15+ years of experience in Customer Success, Knowledge Management, Quality Assurance, Localization, Translation, Process Improvement, and Cross-Functional Collaboration, fluent in English, Russian, and Latvian. Skilled in building scalable support operations, knowledge bases, SOPs, and content systems from scratch, with additional experience in fragrance writing, content creation, and customer experience (CX) for lifestyle and niche brands.
Experience
Work history, roles, and key accomplishments
NP
Current
Freelance Content Creator
Niche Perfumery
Nov 2024 - Present (1 year 7 months)
Created remote fragrance editorial content, including reviews and niche discovery pieces, and managed research, writing, editing, and publishing end to end. Built a distinctive voice focused on authentic storytelling for a discerning audience.
FU
Support & Content Specialist
Fudy
Mar 2022 - Dec 2023 (1 year 9 months)
Built customer support operations from scratch, defining tone, workflows, tooling, and escalation procedures before launch. Developed 50+ SOPs and Knowledge Base resources, created QA frameworks to improve response consistency and CSAT, and reduced repeat contacts by ~30% through troubleshooting and content updates.
Handled 50–100 daily customer support tickets via Zendesk across chat, email, and calls for users, couriers, and restaurant partners. Resolved app, order, and account issues within SLA targets, flagged fraud patterns for escalation, and improved workflows to reduce repetitive contact volume.
PR
Office Manager & Translator
Profecto
Dec 2007 - Dec 2011 (4 years)
Managed office operations while providing technical translation support. Supported multilingual communication to help keep documentation and workflows accurate.
Fragrance Consultant
L’Artisan Parfumeur
Dec 2005 - Dec 2007 (2 years)
Provided fragrance consultations and customer guidance in a retail setting. Supported customers with product knowledge and communication across languages.
Coordinated department operations at Macalester College. Supported organized processes and administrative continuity for department activities.
Supported admissions processes at Macalester College. Helped manage application-related coordination and information handling.
Application Processing Specialist
AFS Intercultural Programs
Dec 1999 - Dec 2001 (2 years)
Processed applications for an intercultural education program. Reviewed materials and supported accurate intake and documentation for applicants.
Education
Degrees, certifications, and relevant coursework
UC Davis
Certificate, SEO & Web Optimization
Completed an SEO & Web Optimization certificate program at UC Davis in 2020.
University of California, Davis
Certificate, SEO & Web Optimization
Completed an SEO & Web Optimization certificate program at UC Davis in 2020.
University of Latvia
Bachelor of Arts, English Teaching
Earned a Bachelor of Arts in English Teaching from the University of Latvia in Riga in 1998.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
50k-60k USD
Social media
Job categories
Skills
RemoteCustomer Experience OperationsKnowledge Base ManagementProcess documentationWorkflow OptimizationQuality Assurance ComplianceTranslation and LocalizationContent & CopywritingTechnical TroubleshootingCustomer SupportZendeskIntercomFreshdeskNotionConfluenceSlackMS TeamsGoogle WorkspaceMS OfficeDeeplGoogle TranslateEnglishRussianLatvianEstonianSpanishGermanGmailJan
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