Alena Sergeeva

Sole client-facing representative for ~15 international B2B accounts across the EU, Switzerland, and Norway. Managed onboarding, issue resolution, compliance guidance (EUDR/EUTR), and order coordination independently. Grew client portfolio from 10 to 15 accounts while maintaining full retention. Co-led FSC certification and built internal reporting system to improve operational visibility.

Led a cross-functional team of 6 and owned client success for 30+ global accounts in Ground Transportation (LCV, HCV, Bus, Trailer) — responsible for NPS, Customer Retention Rate, and full product lifecycle using Stage Gate. Improved NPS and customer retention significantly through structured client feedback loops and cross-functional service improvements.

Managed 15 international key accounts across Germany, Austria, USA, and Hungary. Improved client retention by 10% within one year through proactive account planning and service coordination. Co-led CRM implementation (SAP C4C).

Primary point of contact for key North American accounts representing 47% of US market volume. Designed and implemented Order Status and Production Plan reporting tools adopted across the department.

Developed international B2B sales across 14 markets. Built long-term client relationships in Belgium and Italy; opened new markets in Mexico and Spain from zero.

Client-facing role in a commercial bank — managing customer accounts, handling onboarding, and resolving service inquiries across retail banking products.