Olga Rasskazova

Worked on two projects within Cognizant, specializing in Customer Support and Content Moderation

Improved client satisfaction and ensured content compliance with internal policies

Key Performance Metrics & SLA Achievements:

• Achieved 120% utilization rate and 100% productivity targets
• Maintained zero absenteeism over 2 years (excluding vacation leave)
• Consistently met all deadlines for required testing and quality assessments

• Full circle of client service - from tender offer production to result reporting and accounts receivable control
• Multicultural experience - collaborated with teams located in Chine, France, Spain
• Provide excellent customer service to internal and external clients
• Prepare documentation for client business reviews
• Identify potential application and process improvements
• Implemented employee internship initiative that increased Retention Rate by 20% and impacted E.SAT and hiring process as an additional bonus to employees

• RFP/RFT submission and preparation of documents
• Lead planning, strategy, proposal process, and bid preparation
• Writing and distributing agendas, proposals, cost estimates, and briefing documents for internal and external meetings
• Assisting with the preparation of presentations and pitches for prospective clients
• Tracking submitted proposals and providing feedback to management
• Digitalized and collected materials, documents, company presentations in the cloud for quick information retrieval and reduced the process of filling out RFP/RFI by 30%

• In a 24/7 and 365-days call center, assisted over 100+ customers daily by making airline travel arrangements, answering questions about flight schedules, and resolving complaints
• Management and resolve customer complaints
• Provide product and service information to customers
• Sell additional services to prospective or current customers
• Boosted new customer NPS scores by 10% by proposing new type of a training for CC agents