Aleksandrs Nosovs

Developed and deployed an AI-driven chatbot and self-service knowledge base, reducing first response times from 4h to <1h for a 7M+ user base. Integrated NLP ticket classification, improving response accuracy by 30% and achieving 95%+ CSAT.

Designed and launched a 5-tier loyalty program to increase customer retention and maximize LTV. Integrated personalized rewards and behavior-based engagement tracking. Resulted in a 20% increase in retention and 15% growth in premium renewals.

Implemented real-time fraud detection for airline ticket purchases, preventing 99% of unauthorized transactions and saving $1.2M+ annually. Automated transaction monitoring and anomaly detection reduced chargeback rates by 80%.

Managed the Crowdin translation system to localize FAQs and app content into 30+ languages. Led translation workflows, coordinated linguists, and optimized validation processes to ensure high-quality localized content. This initiative significantly improved the global user experience and expanded accessibility, leading to a broader international audience.

Designed and launched a Learning Management System (LMS) featuring 10+ courses on key topics, including support optimization, fraud prevention, and flight booking processes. The platform streamlined staff training, reduced onboarding time, and ensured high knowledge retention. It was also utilized for administering test assignments during hiring, ensuring the selection of qualified candidates. Increased Net Promoter Score (NPS) by 25%, reflecting improved customer satisfaction and employee… Show more

Designed and launched a Learning Management System (LMS) featuring 10+ courses on key topics, including support optimization, fraud prevention, and flight booking processes. The platform streamlined staff training, reduced onboarding time, and ensured high knowledge retention. It was also utilized for administering test assignments during hiring, ensuring the selection of qualified candidates. Increased Net Promoter Score (NPS) by 25%, reflecting improved customer satisfaction and employee performance. Show less

Oversaw branding, partnership outreach, and marketing campaigns to establish MyMusic.Travel in targeted music and travel communities. Successfully built a network of partners and increased brand visibility in niche markets.

Conceptualized and developed a niche platform that consolidated music event ticketing and travel bookings into a single interface. Implemented a content discovery feature that drove user engagement and loyalty, establishing MyMusic.Travel as a go-to platform for music enthusiasts.

Led the integration of dynamic COVID-19 data (restrictions, testing, quarantine) into the travel platform, ensuring real-time updates for travelers. Designed an API module for automatic data synchronization, reducing manual updates and ensuring accuracy. This feature increased conversion rates by 15% by reducing traveler uncertainty and improving decision-making confidence.

Developed a real-time SLA monitoring system with automated alerts and Tableau dashboards, cutting average response time from 4h to <1h for 7M+ users. Improved SLA compliance to 98%+ and CSAT to 95%.

Led seamless migration of 100K+ tickets and workflows from Freshdesk to Zendesk, ensuring full system integrity. Designed Zendesk architecture with 8+ integrations, improving operational efficiency by 20% and reducing ticket resolution time by 40%.

Developed a real-time support portal for agencies and airlines to manage crisis escalations efficiently. Improved SLA compliance to 95%+ within 24 hours, reducing unresolved disputes and preventing revenue loss.

Built a multi-channel support system integrating social media, email, web, and mobile inquiries into a unified workflow. Implemented Zendesk and HelpScout for seamless ticket routing and automation. This framework handled 5,000+ monthly inquiries, achieving 95%+ customer satisfaction and reducing average response time to 6 hours, outperforming industry benchmarks.

Led a 10-person customer support team, focusing on KPI-driven improvements, real-time monitoring, and structured escalation paths. Implemented Zendesk and HelpScout, creating an efficient ticket management system and an SEO-optimized knowledge base. Improved resolution time by 30% and enhanced overall team performance and service quality.

Designed and scaled an affiliate management system, expanding partnerships with Zanox, TradeDoubler, CJ, and Admitad by 20%. Optimized tracking and reporting, enhancing partner performance analysis. Increased revenue through strategic collaborations, improving partner retention and campaign ROI.

Spearheaded the development of a corporate blog, driving 450K–600K monthly visits with a 7% conversion rate. Created high-quality travel content, increasing engagement and brand awareness. Implemented SEO strategies to optimize organic reach and boost customer acquisition.

Produced a 50+ episode podcast series on travel hacks and industry insights, attracting 10K+ listeners. Secured brand partnerships with Aviasales, establishing the company as an authoritative voice in travel. Increased customer engagement and retention through valuable, niche-specific content.