Mila Kharina, Customer Experience Manager

About

Dynamic professional with experience in a fast-paced, high-growth environment within APAC and EMEA regions. My experience spans across recruitment, marketing, project management. I have proven ability to work in both individual and team-based capacities. I have strong commercial acumen and i am passionate about people, development and technology. Looking to test and enrich my experience in a new and challenging environment remotely.

Experience

Agoda

Jun 2019 – Jun 2022

Budapest

Customer Care Manager

Worked with B2C and B2B. Monitored work of agents for upcoming issues through phone, email, chat in both RU and EN languages. Analyzed data for day-to-day operation to identify improvement areas, as a result reduced average handle time by 50%. Overachieved set quantitative KPI by 30% and satisfaction score by 42%.

Marriottsint

Jan 2019 – Jun 2019

Russia

Sales Manager

Attracted 60% of new B2B partners. Entered 12 long-term contracts with corporate clients in Pharma, Agro and Beauty segments, which increased the profit share of the property by 40%. Increased the share of return customers by participating in sales blitzes.

Manpower

Feb 2017 – Jan 2019

Russia

RPO Recruitment Manager

Led various RPO projects (UBER, Yandex, Media Markt and etc.), where fulfilled executive search for senior-level and mass recruitment of 300+ technical roles within 6months. Created talent acquisition sourcing strategies along with screening and onboarding, interviews scheduling with hiring managers, negotiating hiring decisions. Conducted full-cycle recruiting activities: preparing, sourcing, screening, interviewing, selecting, hiring and onboarding. Building a talent pipeline, outreach when necessary. Realized adaptation, training, dismissing of staff and other simple HR functions. Used excellent communication skills, engaging with stakeholders to develop long term business relationships. Received 96% positive satisfaction scores from candidates post onboarding. Focus on process improvement included, but not limited to outsearch, scale sourcing efforts to reduce cost per hire, ATS system (Applicant Tracking System)implementation, Human Resources Consulting. Developed and implemented candidate mapping and marketing campaigns packages as an extra service for Employer Branding Strategy, including socialmediamanagement, online and offline marketing.

Radisson Blu Paradise Resort and SPA

May 2015 – Feb 2017

Russia

Sales and Marketing Coordinator

Administrated the World Luxury Hotel Awards. The property won the nomination of Luxury Resort Spa Russia, Country Winner 2016. Produced and implemented a marketing plan. Prepared press releases and promo materials for partners, federal and local magazines. Conducted regular marketing research and competitor analysis. Coordinated social media and web site content, supervised search engine optimization. Communicated with photographers, designers, and bloggers to create engaging content.

IAM Inc.

Feb 2014 – May 2015

USA

Property Manager

Hire talents, mentor and train new leasing agents. Team passed the probation period and increased sales by 10% during the first year of work and showed passion for the industry. Negotiated and closed long-term deals with distributors with 20% discounted prices.

Education

Swiss Hotel Management School

Sep 2011 – Jan 2014

Swiss Higher Diploma in Hospitality Management and Events, Hospitality Management and Events

Mila Kharina

Customer Experience Manager

Skills

Languages