Katerina Loginova - CV Customer Success / Account Manager

WORK EXPERIENCE Lenta (Federal Retail Network) Period: January 2026 — Present (7 months) Position: Darkstore Administrator Operational Leadership: Manage daily darkstore operations, oversee inventory matrix, and ensure strict compliance with corporate delivery and assembly standards. Logistics & Inventory Control: Supervise stock receipt, product rotation, expiration dates, and write-offs; optimize online order fulfillment using DCT. Team & Service Management: Lead on-shift teams (pickers, couriers, administrators); handle customer escalations, resolve complaints, and maintain brand loyalty. Key Achievements: Developed and implemented 2 communication protocols between administrators and pickers within the first month, significantly reducing order assembly errors. Standardized the employee onboarding process by creating the darkstore's first comprehensive picker training checklist, cutting new hire ramp-up time. Eliminated stock discrepancies and systemic non-compliance by enforcing mandatory assembly strictly via DCT, overcoming team resistance and minimizing inventory errors. "Ya Zdorov" Clinic Period: March 2024 — October 2025 (1 year 8 months) Position: Senior Administrator Workflow Digitization: Designed and executed a remote work framework for the department using CRM collaborative tools, accelerating inquiry processing. Team Coordination: Led the front-desk team, managed shift schedules for balanced workloads, and streamlined communication between administrative and medical staff (doctors/nurses). Financial & Event Control: Oversaw cash operations, balance reports, and secure medical document storage; coordinated online medical consultations via Skype (payment links, invitation management, schedule control). Key Achievements: Successfully migrated key operational tasks to an online/remote format without compromising service quality, reducing physical office overhead. Accelerated patient check-in times and minimized service incidents by bridging the communication gap between administrative and medical teams. "Mini Sklad" LLC (Self-Storage Operations) Period: July 2023 — February 2024 (8 months) Position: Senior Administrator Branch Management: Managed the entire operational and financial cycle of the facility; executed storage agreements, check-in/check-out acts, and daily financial shift reports. Warehouse Logistics: Supervised full-cycle storage logistics: property valuation, barcode labeling, packaging, shelf allocation, and expiration tracking. Key Achievements: Established a flawless digital inventory tracking system, eliminating stock mix-ups, property damage, or customer claims. Successfully prepared and defended branch performance analytics during monthly strategic meetings with executive leadership. "Top Group" LLC / Peptides (E-commerce) Period: May 2020 — July 2023 (3 years 3 months) Position: E-commerce Sales Manager Omnichannel Sales: Processed high-volume inbound orders across multiple channels (Phone, CRM, Email, WhatsApp) while maintaining premium service metrics. Logistics & Retention: Monitored warehouse reserves against live orders; managed shipping documentation for couriers; autonomously resolved return/exchange claims to secure long-term Customer Lifetime Value (LTV). Key Achievements: Designed and deployed a training playbook for incoming sales representatives, accelerating their transition to meeting target sales KPIs. Granted full autonomy by executive management to resolve financial and product disputes independently due to an outstanding record of trust and judgment. Waterpik / DentMart Period: November 2020 — April 2021 (6 months) Position: E-commerce Sales Manager Sales Pipeline Management: Handled inbound B2C order streams and showroom sales; managed end-to-end deal pipelines in the "Moy Sklad" CRM system. Key Achievements: Streamlined the dispatch process to courier services, minimizing delivery delays and improving customer satisfaction metrics. IKEA Period: January 2019 — February 2020 (1 year 2 months) Position: Financial and Administrative Group Assistant Office Vitality & Budgeting: Coordinated office procurement (supplies, catering, consumables), optimizing costs and eliminating administrative downtime. Travel & Document Support: Managed international and domestic corporate travel arrangements end-to-end (booking, accommodation, logistics); maintained the company archive. Key Achievements: Operated as a fully autonomous unit, managing the administrative lifecycle of a major global brand's back-office. Systematized the physical and digital archival infrastructure, accelerating document retrieval and closing-act exchanges with contractors. "REC" LLC (MEGA Parnas Shopping Mall) Period: May 2016 — January 2019 (2 years 9 months) Position: Guest Service Manager Quality Control: Monitored mall readiness prior to opening, ensuring strict adherence to cleanliness, aesthetics, and service ethics. Key Achievements: Structured a highly efficient lost-and-found workflow, noticeably driving up the mall's Customer Satisfaction Score (CSAT).

Associate Degree / Professional Diploma in Office Administration & Secretarial Studies

Operations & Crisis Management: Branch/darkstore management, process optimization, workflow automation, team leadership, conflict resolution, policy enforcement. E-commerce & Supply Chain Logistics: Full-cycle inventory management (receipt, audit, write-offs, rotation), order fulfillment tracking via Data Collection Terminals (DCT/ТСД), vendor & courier coordination. Team Leadership & Training: Staff scheduling, onboarding system design, KPI monitoring, training program development for frontline and administrative personnel. Customer Service Excellence: Customer retention (LTV), feedback analysis (CSAT/NPS), high-stakes complaint resolution, omnichannel customer relations (CRM, WhatsApp, Email). Finance & Administration: Cash management, end-of-shift balancing, invoicing, contract management, travel support (corporate trip coordination), and document control.

Английский

Relocation & Availability: Fully flexible and ready for immediate relocation or remote operations. Open to business travel.

Work Authorization: Possess a valid International Passport (Zagranpasport). Ready to secure work visas and permits with employer support.

Driver’s License: Category B (Active driving experience, clean driving record).

Technical Adaptability: Exceptionally fast learner when onboarding with new corporate IT ecosystems, internal software, proprietary CRM/WMS platforms, and local digital databases.

Interests & Lifestyle: Active lifestyle, continuous self-education in modern operational management, and exploring new digital tools for workflow optimization.