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Konstantin Fedkov

@konstantinfedkov

Customer Experience Manager at Emerging Travel Group, handling complex travel escalations and turning case insights into product improvements.

Spain

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What I'm looking for

Remote role in EU time zones (or hybrid in Barcelona) in customer experience, escalations, complaints or customer/partner success, focused on existing customers, not new sales. I want to own complex cases end to end and improve support processes with case data. Open to any industry: travel tech, fintech, iGaming, SaaS. Languages: English and Russian.

At Emerging Travel Group, I handle complex B2B and B2C complaints and escalations, including refunds, chargebacks, overbookings and booking disputes. I consistently achieve around 150% of my individual performance targets while resolving cases within SLA.

I negotiate resolutions and compensation with partners, coordinating with customers, suppliers and internal teams to protect partner relationships and retention. I also use case data to identify support-process weaknesses and share insights that inform product and process changes.

I initiated and maintain a CX insights tracker that consolidates recurring operational errors for product and cross-team improvements. Through de-escalation and root cause analysis, I support CSAT, NPS and CES performance and work to reduce avoidable repeat contacts.

Before that, I was a Hotel Precheck Specialist at Emerging Travel Group, coordinating booking confirmations and urgent discrepancies with hotel suppliers. I also spent a decade in hospitality operations, managing restaurant service and guest escalations, and provided first-line ISP support at Skynet.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Emerging Travel Group

Dec 2023 - Present (2 years 10 months)

Manage complex B2B and B2C complaint queues and escalations, consistently achieving around 150% of individual performance targets. Own end-to-end resolution of refunds, chargebacks, overbookings, and policy disputes while contributing to company-wide service improvement initiatives.

Zendesk Intercom Jira Salesforce HelpCrunch Slack Notion Google Sheets Google Docs CRM Ticketing Escalation Management SLA Management Root Cause Analysis Process Improvement CSAT NPS CES

Hotel Precheck Specialist

Emerging Travel Group

Sep 2022 - Dec 2023 (1 year 3 months)

Managed high-volume customer and partner requests across email, chat, and phone while meeting SLA targets. Verified booking details and coordinated with hotel suppliers to prevent downstream customer issues.

Email Support Live Chat Phone Support CRM Booking Operations Supplier Coordination SLA Management

Restaurant General Manager / Operations Manager

Hospitality Industry

Jan 2012 - Dec 2022 (10 years 11 months)

Managed day-to-day restaurant operations, service quality, and guest experience in high-volume, high-pressure environments. Led and trained frontline teams of up to 30 staff and acted as the final escalation point for difficult guest issues.

Operations Management Team Leadership Conflict Resolution Service Recovery Guest Experience

Customer Support Agent / First-Line Technical Support

Skynet

Jan 2011 - Dec 2012 (1 year 11 months)

Provided first-line ISP support via inbound calls, troubleshooting connectivity and router setup, creating and tracking tickets, and escalating unresolved cases.

Technical Support Troubleshooting Ticketing Escalation Management