Mariia Permiakova

Own customer satisfaction, retention, and lifetime-value strategy across the user base, partnering directly with Product and Ops leadership to turn insight into measurable outcomes. Built and led the CSAT and qualitative feedback analysis pipeline, surfacing churn risks and blockers that directly informed measurable improvements in churn reduction and CSAT scores.

Led a customer success team, developing strategies that improved customer satisfaction and retention. Analyzed feedback and performance data to refine processes and implement best practices.

Trained and managed a customer support team, fostering growth through mentorship and ongoing training. Implemented and managed workflows and procedures to streamline daily operations and enhance efficiency.

Led onboarding for new customers, ensuring smooth transitions and effective setup. Built and maintained strong long-term customer relationships as a trusted advisor.

Assisted with VIP guest queries, disputes, and complaints face-to-face, over the phone, and via email. Shared best practices with the team to enhance overall customer service.

Contributed to the development of customer satisfaction programs. Responded quickly and efficiently to guest concerns via email and phone.

Managed all requests, incoming calls, and emails, providing efficient telephone service to internal and external customers.

Answered customer inquiries via phone, email, and in-person. Directed customers to online resources and updated customer records in the system.

Established and maintained relationships with vendors and venues. Planned event details including seating, dining, and guest logistics.

Provided food and beverage service to guests.

Assisted in organizing events at the hotel.

Assisted in banquet operations and service.

Completed a course in Financial Management from January 2020 to January 2021.

Pursued a Bachelor of Business Administration from 2014 to 2017.