Semrush projects

Semrush IVR system

I am the voice of the Semrush IVR system!
Pioneered a new role in the U.S. CS team by designing and launching the Workload Distribution position. I was the first to take on this role, creating processes and setting benchmarks, resulting in a well-balanced workload across the entire U.S. CS team and consistently hitting KPIs.
Collaborated directly with Semrush’s legal team as a trusted legal assistant, acting as the communication between our lawyers and clients. I ensured smooth communication and accurate work distribution to ensure compliance, all while maintaining high client satisfaction.
Fast-tracked to Customer Quality Manager (QA) within 2 years, where I revamped the onboarding and training program at Semrush. Partnering with a colleague, I redefined how new hires were equipped for success, boosting team productivity and improving performance from day one.

Designed and implemented workflows that covered key areas like communication best practices, de-escalation strategies, time management, FAQs, and AI automation guidelines. I collaborated with project managers to test and deploy AI automation, identifying issues early on and optimizing solutions to ensure seamless execution—positioning myself as a go-to problem solver.
Actively participated in hiring and talent development, working alongside the hiring manager to interview, assess, and select top-tier candidates. All of these hires remain successful CS Reps today. I also personally onboarded and coached new team members—conducting 1:1 training on Semrush’s tools, delivering expert-led sessions, and providing ongoing mentorship.
Led a team of 12 CS reps, holding regular weekly and monthly performance reviews to deliver constructive feedback, track KPIs, and elevate team success. As a Semrush expert, I was the go-to resource for my entire team, providing both technical and process guidance.
Took on leadership responsibilities as acting Team Lead during periods when the official lead was away, ensuring daily operations and coverage never skipped a beat.
I partnered with the Operations Team to proactively identify and resolve workflow issues, keeping service levels and customer satisfaction consistently high.