Natalia Kalugina

• Coach team of Quality Analyst and evaluate their performance • Identify quality issues, conduct root cause analysis and suggest corrective and preventive action plans • Engage with Training and Operations Managers to discuss trends, solutions and improvement plans • Drive consistent approach with Team Leads in handling of quality, compliance and coaching techniques • Develop new quality procedures and enhance existing one to improve performance

• Support and guidance of agents on daily basis (70-75 people) • Organisation and taking part in workshops and round tables aimed at improving a quality support on the website • Improving site NPS providing an individual or group coaching and performance talks • Root Cause Analysis and data collection aimed at making necessary information to recognize the areas of improvement and to improve a quality support on the website • Implementing internal projects and experiments

Airbnb project. • Monitoring of the implementation of company workflows and reporting to the Team Lead • Monthly performance check and coaching with agents • Support agents dealing with cases • Design and structure of the internal website aimed at agents to familiarize with the company and guarantee a department's transparency.

• First point of contact for customer questions • Deaing with cutomers inquiries on daily basis • Support and assistance of customers according to company workflows and procedures

Main Duties: • Photo services and market analysis, including development of new marketing plans • Direction and management of all organizational processes and activities in the studio • Customer care, commercial offers and pricing • Direction and management of ongoing studio projects • Time scheduling design • Selection, hiring and staff training • Official website management • Ads campaign development • Document preparation, project status reporting and budget creation

The Manager position in the Russian online fashion and beauty stores. Main duties: • Build and organize the new video department from day one • Plan and development of the department’s goals and strategies • Space and technical equipments organization for the department • Recruitment and training of employees, coordination and optimization of the duties and responsibilities • Schedule and coordinate video shoots

The Main stylist position (photo studio department) in the Russian online fashion and beauty stores. Main duties: • Time scheduling for stuff of the studio • Scheduling and coordination of the shoots • Supplying the necessary equipment • Model casting and organizing for shoots • Cooperating with other departments for shoot’s organization • Coordination of models, photographers, make-up artists and designers • Participation and optimization of shoots to achieve the desired goals

Bachelor’s Degree in Advertisement.

Certification of Advanced Graphic Design and Illustration

Qualified as a Tourism Manager with a Diploma in Tourism.