Kristina Podobed - Резюме Lead Sales Specialist

KRISTINA PODOBED Customer Service / Customer Operations Manager
Moscow, Russia
+7 (991) 708-7147
podobed.kl@yandex.ru PROFESSIONAL SUMMARY Customer Operations and Customer Service professional with nearly 6 years of experience across customer service, operations management, B2B sales, logistics, Last Mile and process improvement. Experienced in working at the intersection of customer experience, operational efficiency and commercial performance. Skilled in identifying customer and operational issues, analyzing root causes, coordinating cross-functional teams and improving business processes. Strong background in customer operations, claims management, Last Mile / City Logistics, KPI/SLA/OTIF management, B2B client development, quality management and process optimization. Key strengths include structured thinking, handling complex customer situations, process management, data-driven decision-making, cross-functional collaboration and a strong focus on measurable business results. Target role: Customer Service / Customer Operations Manager with responsibility for customer experience, service quality, operational processes, KPIs and team development. PROFESSIONAL EXPERIENCE Pony Express Lead Sales Specialist
August 2026 – Present | Moscow, Russia * Develop B2B clients across logistics, e-commerce and marketplace segments, coordinating commercial and operational processes. * Acquire new corporate clients and develop existing accounts. * Manage the full sales cycle: prospecting and qualification, negotiations, commercial proposals, terms alignment and contract closing. * Identify business needs and develop tailored logistics solutions. * Conduct commercial negotiations and presentations and handle objections. * Calculate and negotiate commercial terms. * Support the customer journey after closing, resolve operational issues and develop long-term client relationships. * Collaborate with Operations and other internal departments to deliver customer projects. * Analyze the market, competitive landscape and growth opportunities. * Manage the sales pipeline, KPIs and key commercial performance indicators. Key achievements * Increased the client base of the business segment by 20% through new B2B acquisition and development of existing accounts. * Acquired 30+ clients and prospective customers, building a sustainable sales pipeline. * Increased the conversion of qualified inquiries into negotiations by 20% through improved qualification and commercial communication. * Reduced response time to customer requests by 15%, improving service responsiveness and internal coordination. * Developing the e-commerce and marketplace business segment by building long-term client relationships and aligning commercial and operational processes. * Successfully handle complex commercial negotiations, objections and non-standard requests, focusing not only on closing deals but also on long-term client development. Byte-Transit-Continent Project Sales Development Expert
August 2025 – August 2026 * Developed freight transportation services across Russia, CIS and international markets. * Acquired and developed B2B clients through both cold and warm outreach. * Sold logistics solutions to e-commerce and marketplace businesses. * Conducted negotiations, identified customer needs and developed tailored proposals. * Prepared commercial proposals and presentations. * Managed the full customer relationship throughout all stages of cooperation. * Developed and maintained a personal client portfolio and long-term relationships. * Analyzed the market, competitors, target audience and growth segments. Key achievements * Increased the client base of the business segment by 35% during the period of employment through new B2B acquisition and existing-account development. * Acquired 30+ clients and prospective customers at different stages of the sales funnel. * Increased the conversion of qualified inquiries into negotiations by approximately 20% through more accurate identification of customer needs and improved commercial proposals. * Reduced customer response time by approximately 30%, improving service responsiveness. * Developed the e-commerce and marketplace segment, building long-term customer relationships and connecting commercial and operational processes. * Successfully handled complex negotiations, objections and non-standard requests, focusing on both sales conversion and long-term customer retention. Research Institute of Parachute Engineering Head of Dispatching Department
March 2025 – August 2025 * Managed day-to-day production operations. * Monitored production programs and schedules. * Coordinated the activities of production departments. * Participated in production planning together with the Planning and Economic Department. * Controlled the availability of materials, components and equipment required for production. * Analyzed departmental performance and operational efficiency. * Organized the work of the dispatching function. * Maintained internal reporting and monitored document flow. Key achievements * Managed a team of 5 employees, including task allocation, performance control and coordination with production departments. * Improved cross-functional communication efficiency by approximately 20%, reducing information transfer time between process participants. * Reduced delays caused by misalignment and information exchange issues by approximately 15%. * Contributed to optimization of production planning and improved execution visibility. * Ensured continuous coordination of production activities under high operational workload. Gemotest Laboratory Quality Specialist
March 2025 * Monitored compliance with standards and internal regulatory documents. * Prepared the organization for internal and external audits. * Monitored the quality of laboratory testing. * Worked with external quality assessment systems, including FSVOK, EQAS and RIQAS. * Analyzed deviations and participated in identifying and eliminating root causes of non-conformities. * Worked with databases and laboratory information systems (LIS). * Audited medical documentation. * Consulted and trained employees on quality-related matters. Key achievements * Worked simultaneously with 3 external quality assessment systems, ensuring accuracy of control procedures and documentation. * Contributed to improving the transparency of internal quality-control processes and systematizing deviation management. * Developed expertise in quality management, internal controls and process management. PEK (First Forwarding Company) Lead Customer Service Specialist
August 2023 – March 2025 * Conducted internal investigations into cargo damage cases. * Analyzed photographic, video and documentary evidence. * Managed customer claims and complex customer cases. * Coordinated with the branch network and cross-functional departments. * Prepared reasoned and evidence-based responses to customers. * Conducted negotiations to resolve conflict situations. * Monitored response deadlines and implementation of decisions. * Prepared reports and analytics on customer inquiries and claims. Key achievements * Handled 300+ customer inquiries and claims per month, including complex and conflict-related cases. * Reduced the average processing time for complex cases by approximately 25% through more effective coordination between branches and internal departments. * Reduced repeated escalations by approximately 20% through deeper root-cause analysis and improved final customer communication. * Managed up to 40+ complex cases simultaneously, coordinating multiple stakeholders. * Established a systematic approach to dispute investigation, from fact analysis and root-cause identification to defining the company's position and communicating with the customer. * Developed strong expertise in Customer Operations, Claims Management, conflict resolution and protecting business interests. PEK (First Forwarding Company) Delivery Operations Specialist
July 2023 – August 2023 * Monitored route assignments and execution by driver-forwarders. * Controlled pickup and delivery quality. * Resolved non-standard operational situations. * Coordinated with customers, drivers and internal departments. * Monitored completion of operational tasks. Key achievements * Ensured operational stability throughout the delivery stage and timely response to deviations. * Reduced response time to non-standard situations by approximately 15%. * Developed practical expertise in operational risk management and delivery quality. * Built an operational foundation for further work in Last Mile development and optimization. PEK (First Forwarding Company) Last Mile Development Specialist
November 2022 – July 2023 * Optimized the operational model and customer service within Last Mile / City Logistics. * Managed KPI, SLA, OTIF, lead time, unit economics and operating costs. * Analyzed routing and transportation resource utilization. * Monitored operating expenses and participated in P&L management. * Conducted BI analysis, deviation analysis and operational risk assessment. * Collaborated with Operations, Sales, Call Center and external contractors. * Launched and adapted new logistics solutions. Key achievements * Reduced operating costs by approximately 15–20% through process optimization and more efficient resource utilization. * Improved SLA by approximately 7 percentage points, increasing the stability of customer commitments. * Improved OTIF by approximately 6 percentage points through systematic root-cause analysis and process adjustments. * Reduced lead time by approximately 12%. * Improved transportation resource utilization by approximately 10%. * Contributed to improving the customer journey at the delivery stage by analyzing deviations affecting SLA, OTIF and service quality. * Worked with operational and financial metrics, assessing improvements from both service-quality and business-economics perspectives. Russian Post Customer Service Specialist
May 2022 – October 2022 * Provided customer service and consultations on postal and financial services. * Processed incoming and outgoing shipments. * Handled money transfer operations. * Performed cash transactions and reporting. * Managed a high volume of documentation. * Resolved customer conflicts and complaints. * Coordinated with related departments. Key achievements * Maintained consistent customer service quality under high operational workload. * Quickly learned internal processes and company software systems. * Successfully resolved disputes while maintaining service quality and protecting company interests. * Built a strong foundation in customer service, operational discipline and customer-flow management. Moscow City Polyclinic No. 23, Branch No. 5 Lead Administrator
March 2021 – April 2022 * Organized customer service and visitor support. * Coordinated patient flow and electronic queue management. * Consulted customers on medical services. * Managed documentation and worked with the EMIAS healthcare information system. * Resolved non-standard and conflict situations. Key achievements * Managed a flow of 100+ visitors per day. * Maintained consistent customer service quality under high workload and multitasking conditions. * Reduced processing time for standard requests by approximately 15% through workflow optimization and improved process knowledge. * Developed a strong foundation in Customer Experience, communication and customer-flow management. Uruk Café Customer Service Specialist
September 2020 – December 2020 * Ensured a high level of customer service. * Monitored compliance with service standards. * Communicated with customers and resolved non-standard situations. * Controlled service preparation and delivery quality. * Handled payments and followed internal procedures. EDUCATION Open Social and Economic College
Commercial Business — Sales Specialist
2025 CORE SKILLS * Customer Operations Management * Customer Service Management * Customer Experience (CX) * Operational Management * Business Process Management * Operational Efficiency * Process Improvement * Project Management * Cross-Functional Collaboration * Team Management * B2B Business Development * Business Development * Key Account Management * B2B Sales * Negotiation & Objection Handling * E-commerce * Marketplace Operations * Logistics & Transportation Services * Last Mile / City Logistics * KPI Management * SLA / OTIF * Unit Economics * P&L & Cost Control * BI Analytics * TMS * Quality Management * Business Process Improvement * Operational Risk Management * Claims Management LANGUAGES Russian — Native ADDITIONAL INFORMATION Location: Moscow, Russia
Citizenship: Russia
Work authorization: Russia
Relocation: Not available
Business travel: Occasional travel
Employment: Full-time
Work format: Hybrid, remote or on-site

Open Social and Economic College
Commercial Business — Sales Specialist
2025

KRISTINA PODOBED Customer Service / Customer Operations Manager
Moscow, Russia
+7 (991) 708-7147
podobed.kl@yandex.ru PROFESSIONAL SUMMARY Customer Operations and Customer Service professional with nearly 6 years of experience across customer service, operations management, B2B sales, logistics, Last Mile and process improvement. Experienced in working at the intersection of customer experience, operational efficiency and commercial performance. Skilled in identifying customer and operational issues, analyzing root causes, coordinating cross-functional teams and improving business processes. Strong background in customer operations, claims management, Last Mile / City Logistics, KPI/SLA/OTIF management, B2B client development, quality management and process optimization. Key strengths include structured thinking, handling complex customer situations, process management, data-driven decision-making, cross-functional collaboration and a strong focus on measurable business results. Target role: Customer Service / Customer Operations Manager with responsibility for customer experience, service quality, operational processes, KPIs and team development. PROFESSIONAL EXPERIENCE Pony Express Lead Sales Specialist
August 2026 – Present | Moscow, Russia * Develop B2B clients across logistics, e-commerce and marketplace segments, coordinating commercial and operational processes. * Acquire new corporate clients and develop existing accounts. * Manage the full sales cycle: prospecting and qualification, negotiations, commercial proposals, terms alignment and contract closing. * Identify business needs and develop tailored logistics solutions. * Conduct commercial negotiations and presentations and handle objections. * Calculate and negotiate commercial terms. * Support the customer journey after closing, resolve operational issues and develop long-term client relationships. * Collaborate with Operations and other internal departments to deliver customer projects. * Analyze the market, competitive landscape and growth opportunities. * Manage the sales pipeline, KPIs and key commercial performance indicators. Key achievements * Increased the client base of the business segment by 20% through new B2B acquisition and development of existing accounts. * Acquired 30+ clients and prospective customers, building a sustainable sales pipeline. * Increased the conversion of qualified inquiries into negotiations by 20% through improved qualification and commercial communication. * Reduced response time to customer requests by 15%, improving service responsiveness and internal coordination. * Developing the e-commerce and marketplace business segment by building long-term client relationships and aligning commercial and operational processes. * Successfully handle complex commercial negotiations, objections and non-standard requests, focusing not only on closing deals but also on long-term client development. Byte-Transit-Continent Project Sales Development Expert
August 2025 – August 2026 * Developed freight transportation services across Russia, CIS and international markets. * Acquired and developed B2B clients through both cold and warm outreach. * Sold logistics solutions to e-commerce and marketplace businesses. * Conducted negotiations, identified customer needs and developed tailored proposals. * Prepared commercial proposals and presentations. * Managed the full customer relationship throughout all stages of cooperation. * Developed and maintained a personal client portfolio and long-term relationships. * Analyzed the market, competitors, target audience and growth segments. Key achievements * Increased the client base of the business segment by 35% during the period of employment through new B2B acquisition and existing-account development. * Acquired 30+ clients and prospective customers at different stages of the sales funnel. * Increased the conversion of qualified inquiries into negotiations by approximately 20% through more accurate identification of customer needs and improved commercial proposals. * Reduced customer response time by approximately 30%, improving service responsiveness. * Developed the e-commerce and marketplace segment, building long-term customer relationships and connecting commercial and operational processes. * Successfully handled complex negotiations, objections and non-standard requests, focusing on both sales conversion and long-term customer retention. Research Institute of Parachute Engineering Head of Dispatching Department
March 2025 – August 2025 * Managed day-to-day production operations. * Monitored production programs and schedules. * Coordinated the activities of production departments. * Participated in production planning together with the Planning and Economic Department. * Controlled the availability of materials, components and equipment required for production. * Analyzed departmental performance and operational efficiency. * Organized the work of the dispatching function. * Maintained internal reporting and monitored document flow. Key achievements * Managed a team of 5 employees, including task allocation, performance control and coordination with production departments. * Improved cross-functional communication efficiency by approximately 20%, reducing information transfer time between process participants. * Reduced delays caused by misalignment and information exchange issues by approximately 15%. * Contributed to optimization of production planning and improved execution visibility. * Ensured continuous coordination of production activities under high operational workload. Gemotest Laboratory Quality Specialist
March 2025 * Monitored compliance with standards and internal regulatory documents. * Prepared the organization for internal and external audits. * Monitored the quality of laboratory testing. * Worked with external quality assessment systems, including FSVOK, EQAS and RIQAS. * Analyzed deviations and participated in identifying and eliminating root causes of non-conformities. * Worked with databases and laboratory information systems (LIS). * Audited medical documentation. * Consulted and trained employees on quality-related matters. Key achievements * Worked simultaneously with 3 external quality assessment systems, ensuring accuracy of control procedures and documentation. * Contributed to improving the transparency of internal quality-control processes and systematizing deviation management. * Developed expertise in quality management, internal controls and process management. PEK (First Forwarding Company) Lead Customer Service Specialist
August 2023 – March 2025 * Conducted internal investigations into cargo damage cases. * Analyzed photographic, video and documentary evidence. * Managed customer claims and complex customer cases. * Coordinated with the branch network and cross-functional departments. * Prepared reasoned and evidence-based responses to customers. * Conducted negotiations to resolve conflict situations. * Monitored response deadlines and implementation of decisions. * Prepared reports and analytics on customer inquiries and claims. Key achievements * Handled 300+ customer inquiries and claims per month, including complex and conflict-related cases. * Reduced the average processing time for complex cases by approximately 25% through more effective coordination between branches and internal departments. * Reduced repeated escalations by approximately 20% through deeper root-cause analysis and improved final customer communication. * Managed up to 40+ complex cases simultaneously, coordinating multiple stakeholders. * Established a systematic approach to dispute investigation, from fact analysis and root-cause identification to defining the company's position and communicating with the customer. * Developed strong expertise in Customer Operations, Claims Management, conflict resolution and protecting business interests. PEK (First Forwarding Company) Delivery Operations Specialist
July 2023 – August 2023 * Monitored route assignments and execution by driver-forwarders. * Controlled pickup and delivery quality. * Resolved non-standard operational situations. * Coordinated with customers, drivers and internal departments. * Monitored completion of operational tasks. Key achievements * Ensured operational stability throughout the delivery stage and timely response to deviations. * Reduced response time to non-standard situations by approximately 15%. * Developed practical expertise in operational risk management and delivery quality. * Built an operational foundation for further work in Last Mile development and optimization. PEK (First Forwarding Company) Last Mile Development Specialist
November 2022 – July 2023 * Optimized the operational model and customer service within Last Mile / City Logistics. * Managed KPI, SLA, OTIF, lead time, unit economics and operating costs. * Analyzed routing and transportation resource utilization. * Monitored operating expenses and participated in P&L management. * Conducted BI analysis, deviation analysis and operational risk assessment. * Collaborated with Operations, Sales, Call Center and external contractors. * Launched and adapted new logistics solutions. Key achievements * Reduced operating costs by approximately 15–20% through process optimization and more efficient resource utilization. * Improved SLA by approximately 7 percentage points, increasing the stability of customer commitments. * Improved OTIF by approximately 6 percentage points through systematic root-cause analysis and process adjustments. * Reduced lead time by approximately 12%. * Improved transportation resource utilization by approximately 10%. * Contributed to improving the customer journey at the delivery stage by analyzing deviations affecting SLA, OTIF and service quality. * Worked with operational and financial metrics, assessing improvements from both service-quality and business-economics perspectives. Russian Post Customer Service Specialist
May 2022 – October 2022 * Provided customer service and consultations on postal and financial services. * Processed incoming and outgoing shipments. * Handled money transfer operations. * Performed cash transactions and reporting. * Managed a high volume of documentation. * Resolved customer conflicts and complaints. * Coordinated with related departments. Key achievements * Maintained consistent customer service quality under high operational workload. * Quickly learned internal processes and company software systems. * Successfully resolved disputes while maintaining service quality and protecting company interests. * Built a strong foundation in customer service, operational discipline and customer-flow management. Moscow City Polyclinic No. 23, Branch No. 5 Lead Administrator
March 2021 – April 2022 * Organized customer service and visitor support. * Coordinated patient flow and electronic queue management. * Consulted customers on medical services. * Managed documentation and worked with the EMIAS healthcare information system. * Resolved non-standard and conflict situations. Key achievements * Managed a flow of 100+ visitors per day. * Maintained consistent customer service quality under high workload and multitasking conditions. * Reduced processing time for standard requests by approximately 15% through workflow optimization and improved process knowledge. * Developed a strong foundation in Customer Experience, communication and customer-flow management. Uruk Café Customer Service Specialist
September 2020 – December 2020 * Ensured a high level of customer service. * Monitored compliance with service standards. * Communicated with customers and resolved non-standard situations. * Controlled service preparation and delivery quality. * Handled payments and followed internal procedures. EDUCATION Open Social and Economic College
Commercial Business — Sales Specialist
2025 CORE SKILLS * Customer Operations Management * Customer Service Management * Customer Experience (CX) * Operational Management * Business Process Management * Operational Efficiency * Process Improvement * Project Management * Cross-Functional Collaboration * Team Management * B2B Business Development * Business Development * Key Account Management * B2B Sales * Negotiation & Objection Handling * E-commerce * Marketplace Operations * Logistics & Transportation Services * Last Mile / City Logistics * KPI Management * SLA / OTIF * Unit Economics * P&L & Cost Control * BI Analytics * TMS * Quality Management * Business Process Improvement * Operational Risk Management * Claims Management LANGUAGES Russian — Native ADDITIONAL INFORMATION Location: Moscow, Russia
Citizenship: Russia
Work authorization: Russia
Relocation: Not available
Business travel: Occasional travel
Employment: Full-time
Work format: Hybrid, remote or on-site

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