Open to opportunities

Evgeniya Solonenko

@zhenyasolo

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UX Researcher and Customer Experience leader driving data-informed product and retention improvements.

Russian Federation

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What I'm looking for

I seek a role where I can lead UX research and customer experience initiatives, influence product strategy, mentor teams, and drive measurable improvements in satisfaction and retention.

I am a UX Research and Customer Experience professional with 17+ years of cross-industry experience in IT, consumer electronics, media, and retail. I specialize in designing and running mixed-methods research, translating user needs into product requirements, and improving customer satisfaction and engagement.

I have built research processes from scratch, created knowledge bases and reporting formats, and mentored junior researchers—delivering 20+ research projects that shaped product strategy and drove measurable gains such as an 18% CSAT improvement from a firmware personalization initiative.

I collaborate closely with product, engineering, and support teams to influence roadmaps, coordinate cross-functional implementations (including SAP projects), and design retention and engagement initiatives that align customer insights with business goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Healbe

Nov 2023 - Present (2 years 2 months)

Managed customer requests in Intercom and Zendesk (EN/RU) and designed a firmware personalization project that improved user satisfaction and engagement, while surfacing product issues to engineering.

Intercom Zendesk Customer Support Firmware Personalization Cross Functional Collaboration

Customer Experience Manager

Holdem

Nov 2024 - Aug 2025 (9 months)

Led full-cycle UX research and built scalable research processes, delivering 20+ projects that directly influenced product strategy and improved customer satisfaction. Mentored and trained 5 researchers and created a company knowledge base.

User Research Customer Journey Mapping Mentorship Reporting Usability Testing Figma Miro

Customer Support Operator

Kampus.ai

Nov 2024 - Jan 2025 (2 months)

Provided user support via chat, ensuring quick resolution and appropriate escalation to technical teams to maintain service quality and user satisfaction.

Chat Support Escalation Management Troubleshooting Customer Service CRM SLA Management

Customer Support Operator

Sravni.ru

Apr 2024 - Jun 2024 (2 months)

Responded to platform users, collaborated with partners, and used Usedesk, Slack, and Confluence to resolve issues and document processes for improved support workflows.

Usedesk Slack Confluence Customer Support Partnering Documentation

Project Coordinator

RBN Media Holding

Jan 2021 - Dec 2023 (2 years 11 months)

Coordinated production projects, managed logistics and correspondence, and transcribed/localized content for broadcasting to ensure timely delivery and quality localization.

Project Coordination Localization Transcription Logistics Translation

Sales Assistant / Cashier

Han Cashmere

Jan 2019 - Jan 2021 (2 years)

Supported clients both online and offline, conducted customer surveys and warm calls, and managed Instagram content and localized campaigns to increase engagement.

Customer Service Retail Sales Social Media Management Survey POS

SAP Project Coordinator

Honeywell

Jan 2013 - Jan 2015 (2 years)

Coordinated SAP implementation projects across international offices, improving data accuracy and workflow efficiency while supporting sales with analytics and documentation.

Data Analysis Project Coordination Sales Support Documentation Cross Functional Collaboration