Anna Kartseva
Director, Contact Center Operations and Quality @Intelycare
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WORK HISTORY
Director, Contact Center Operations and Quality @Intelycare
US
Lead and oversee 120-member outsourced call center operations in Cebu, Philippines, ensuring high efficiency and service excellence-Monitor and analyze key performance metrics, implementing data-driven improvement strategies to optimize operations-Maintain industry-leading benchmarks, achieving SLA of 80%, AHT of 7 minutes, and CSAT consistently above 80%-Utilized QA Maestro to assess and enhance call quality, maintaining QA scores above 90%-Spearheaded the integration of Zendesk Messaging, automating communication workflows and reducing live agent dependency, improving response times and first-contact resolution rates-Enhanced operational efficiency by 30% through guided workflow automation and structured communication improvements-Collaborated with Product teams to analyze customer feedback and implement platform enhancements, improving user experience and functionality-Streamlined issue resolution processes, driving higher customer satisfaction and retention rates.
EDUCATION
Ufa State Aviation Technical University
Bachelor's degree, Applied Information Science ( Econimics)
Southern New Hampshire University
Bachelor's degree, Business Administration and Management, General
ABOUT ANNA KARTSEVA
At IntelyCare, I lead contact center operations for a 120-member team, driving performance optimization, process automation, and customer experience enhancements. Through strategic initiatives, we have consistently achieved an SLA of 80%, a 7-minute AHT, and a CSAT score exceeding 80%.Leveraging technology-driven solutions, I spearheaded the integration of Zendesk CRM and the Zendesk Messaging system, automating communication workflows and reducing live agent dependency, which significantly improved efficiency and response times. These enhancements boosted communication efficiency by 90% while maintaining high customer engagement.By developing structured training programs and a QA incentive system, we have maintained turnover rates below 2%, fostering a high-performance culture and strong employee engagement.My mission is to scale operations, enhance efficiency, and empower teams to deliver exceptional customer experiences while driving measurable business impact
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