Hi! I'm Nastya.

Customer Experience, Samokat app

Russia's leading quick-commerce grocery delivery app, ~785,000 orders a day.

• Launched an ML-based personalised recommendations feed that grew to 7% of the app's total GMV
• Launched upsell and promo tools for the storefront; ad revenue grew 40% over two quarters with no harm to user metrics
• Redesigned an underperforming feature with a data-driven UX; in an A/B test the new version raised add-to-cart from the feature by 10%
• Owned the storefront advertising area end to end: scope, priorities, success criteria and dependencies; wrote specs engineering could build from, then ran UAT and post-launch reviews

Customer Support, Yandex

Customer service for 6 Yandex subscription products (streaming, music, ticketing and more): ~39M Yandex Plus subscribers, 800+ support agents.

• Led a team of 6 analysts and mentored them in discovery, backlog grooming and delivery
• Integrated an AI-powered chatbot into customer support, raising the automation rate by 12% and easing agents' workload
• Set up a systematic feedback loop for reporting and fixing issues; recurring process errors fell by 20%

Customer Support, Yandex

• Prioritised the backlog of automation initiatives in line with strategic business goals
• Launched English-language support; CSAT among international users rose by 30%
• Introduced new ticket-routing rules, cutting critical support cases by 22% in 3 months

Customer Support, Yandex Tickets

B2B ticketing platform for event organisers and theatres, ~400 partners at the time.

• Ran B2B customer support operations across 3 teams (4 managers and 40 support agents)
• Rolled out a new call-centre product; resolution rates rose 25% in three months
• Built a service-quality monitoring system based on customer feedback; critical errors fell by 15%