Victoria Melnikova
@victoriamelnikova
Customer Service leader specializing in EMEA customer experience, KPI-driven improvements, and digital transformation for satisfaction.
HungaryWhat I'm looking for
I’m a dynamic customer service leader with over 10 years of experience driving customer service excellence across EMEA markets. I bring a strategic, data-informed approach that turns customer experience goals into measurable results.
As a Customer Service Supervisor, I led a high-performing team and improved customer satisfaction scores by 25%. I implemented a transformation roadmap to optimize processes across multiple regions, reduced service resolution time by 15% through process enhancements, and partnered with analytics teams to ensure data-driven decision-making.
I also championed digital self-service initiatives to enhance demand management and resource allocation, and designed training programs to strengthen team performance. Earlier in my career, I delivered customer insights and competitive analyses as a consultant, and I continue working as a psychologist & researcher, designing workshops and publishing research.
Experience
Work history, roles, and key accomplishments
Psychologist & Researcher
Various Roles
Jan 2010 - Present (16 years 3 months)
Designed and facilitated workshops on cognitive and emotional development in educational and clinical settings. Published COVID-19 research on mitigating social isolation and provided coaching and psychological support across Belarus and Hungary.
Customer Insights Specialist
Guidepoint
Jan 2017 - Jan 2020 (3 years)
Delivered customer trend and behavior insights to clients in finance, logistics, and customer service, supporting strategic decision-making. Conducted competitive analyses and provided data-driven recommendations that improved client revenue growth and efficiency.
Education
Degrees, certifications, and relevant coursework
European Business Institute of Luxembourg
Master of Business Administration, Finance
2022 - 2024
Earned an MBA with a focus on finance from the European Business Institute in Luxembourg from 2022 to 2024.
University of Szeged
Master of Science, Neuro and Cognitive Psychology
2016 - 2019
Completed an MSc in Neuro and Cognitive Psychology at the University of Szeged from 2016 to 2019.
Moscow Open Social Academy
Bachelor of Science, Social Psychology
2003 - 2008
Earned a BSc in Social Psychology from Moscow Open Social Academy from 2003 to 2008.
Availability
Location
HungaryAuthorized to work in
Job categories
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