Open to opportunities

Renata Masheva

@renatamasheva

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Customer support specialist driving service excellence and process optimization.

Kazakhstan

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What I'm looking for

I seek a role improving customer experience and service operations, using CRM and data to optimize processes, collaborate cross-functionally, and drive measurable satisfaction and retention gains.

I am a strategic, results-oriented customer support specialist with six years of international experience improving customer experience, operations, and service delivery across retail, HR, and project environments.

I have a proven track record implementing CRM systems and standardized communication workflows that improved response accuracy and stakeholder alignment while maintaining high client satisfaction.

My background includes managing escalations diplomatically, delivering data-driven insights, and supporting large-scale HR operations with a focus on compliance and process transparency.

I pursue continuous professional growth through certifications in project management and AI for CRM, and I bring remote collaboration experience and a commitment to operational excellence to every role.

Experience

Work history, roles, and key accomplishments

Sales Project Executive

Emaar / Noon

Dec 2024 - May 2025 (5 months)

Administered client-facing correspondence and resolved escalated client and vendor issues, delivering operational consistency and on-time completion across multi-unit luxury installations.

Client Communication Escalation Management CRM Workflow Optimization Vendor Relations

Retail Operations Manager

Private Luxury Boutique

Mar 2022 - May 2024 (2 years 2 months)

Oversaw end-to-end operations including customer communication, service quality control, and logistics, maintaining a 100% satisfaction record and improving response time via CRM protocols.

Customer Service Operations Management Logistics Quality Control Process Improvement

Employee & Labor Relations Associate

Adapt Community Network

Jun 2022 - Aug 2022 (2 months)

Supported employee relations and case management, facilitating communication between employees, management, and union representatives to ensure timely, confidential, and equitable resolutions.

Employee Relations Case Management Confidentiality Compliance Documentation

Human Resources Associate

Adapt Community Network

Jun 2021 - Jun 2022 (1 year)

Administered HR operations for over 1,000 employees, managed HRIS data (UKG Pro, ADP), and delivered reporting and process improvements to accelerate response efficiency.