Александра

Manager and business assistant with 15+ years of experience in executive support, project coordination and customer service. Over the past two years, progressed to Head of Customer Care at an international agency: managing complex client cases, coordinating the team and contractors, supporting operations and maintaining financial reporting. Build processes and take ownership of tasks that require quickly understanding the situation, aligning multiple stakeholders and driving issues through to completion.

Comfortable working directly with business owners/executives and in a fast-changing environment.

Head of Customer Care - WoofWings - International pet relocation agency

(2024-11)

Career progression: Business Assistant – Customer Care Manager – Head of Customer Care

• Lead the customer care function: allocate tasks, monitor quality and deadlines, and support the team in non-standard and urgent situations.
• Manage complex international pet relocation cases, coordinating clients, airlines, veterinary authorities, partners and contractors.
• Build and improve customer-facing and internal processes: prepare instructions, templates, checklists and operating procedures.
• Oversee the client journey from initial inquiry and payment through to completion; resolve escalations and conflict situations.
• Onboard and train new employees, assign tasks and provide feedback on work quality.
• Provide operational business support: CRM, payment and expense control, financial and management reporting, client documentation, and business correspondence in Russian and English.

Business Assistant to Owner / Project & Operations Assistant - Kukurenta / eCom Kassa - Online accommodation booking service and cloud-based cash register solutions

(2023-10 - 2024-11)

• Provided comprehensive support to the owner across operational, administrative and project tasks for two businesses.
• Coordinated tasks in Bitrix24; worked with Google Workspace, 1C, WordPress, Tilda and internal dashboard systems.
• Recruited employees and conducted initial interviews; coordinated communication between the owner, team and contractors.
• Supported clients, prepared reports, payment orders and documents; monitored ongoing tasks and deadlines.
• Participated in testing business hypotheses, preparing content and launching ad hoc projects at the owner's request.

Trading House – Business Assistant / Project Coordinator - RPC RPC / UWC Trading House

(2012-11 - 2017-07)

• Monitored execution of management assignments by directors and managers: deadlines, status, required resources, and escalation of risks and delays.
• Coordinated project managers and provided administrative support to executives of UWC Trading House and RPC UWC.
• Participated in projects involving partner manufacturing plants and export program activities.
• Prepared meetings and business appointments, took minutes and monitored follow-up agreements.
• Organized executive visits, strategic supplier conferences and corporate events.
• Maintained registers and management reporting; participated in preparing goal cards for executives and departments.

Senior Business Assistant - ALTIMO LLC (Alfa Group)

(2009-11 - 2012-12)

• Supported three executives: calendars, priorities, meetings, materials and oversight of organizational matters.
• Coordinated business and personal travel, visa and travel support, and communication with Russian and international partners.
• Handled business correspondence, including in English; researched, processed and structured information for executives.
• Managed document flow, coordinated incoming requests and performed senior secretarial functions.

Business Assistant / Operations Coordinator - Irina Saltykova House of Beauty & Style

(2010-01 - 2011-01)

• Combined project and process coordination with staff management and PR responsibilities.
• Coordinated the executive's schedule, staff operations, key clients, payments, procurement and inventory processes.
• Participated in developing new business areas, exhibitions and advertising activities.