Sergey Denisov Account manager with 3 working languages (Russian, English,and Spanish), extensive experience of working in an international environment within payments, Internet and e-travel industries. Location: Yekaterinburg, Russia E-mail: wicleaf23@mail.ru ; Mobile: +79222047801 LinkedIn: https://www.linkedin.com/in/sergy1 Facebook: https://www.facebook.com/sergey.denisov Experience Booking.com - Account Executive - Russia March 2021 - September 2021 - (7 months, temp contract) - Communication with partners in assigned regions to assist with the development of Booking.com’s business (optimization of accounts, up-selling of additional products, performance calls) - Responsible for a portfolio of 350 partners across 18 regions - Identifying and promoting opportunities for partners that help improving Booking.com business - Customer Service escalations related to portfolio and solving these in the most efficient manner for the business, partner and customer - Achieving assigned KPIs based on company's products and services HomeAway is now Vrbo (Part of Expedia Group) October 2015 - May 2020 (4 years, 8 months) - Contract - Account Manager – Property Owners - Indonesia February 2019 - May 2020 (1 year 4 months) - Singapore/Remote - Acquisition and retention of new properties in Indonesia (Bali region) - Optimization of accounts run by owners with 1-4 properties (FRBO) - Upselling value adding features (Instant Booking, Virtual Tours etc) - Consulting partners for improving performance of their listings - 1st point of contact with partners - Supply & Sales Russia October 2015 - February 2019 (3 years 5 months) - Singapore/Remote - acquisition within Russia and CIS countries, generating leads, cold calling and meetings; - educating hosts with following support on using the platform; - 1st point of contact, assistance and troubleshooting to any potential problems of hosts; - working closely with Support, Operations and Finance teams to troubleshoot possible issues - improving host engagement and booking conversion rate as well as Gross Booking Value; - assisting with translation, regional/country information to Marketing Department. PwC Russia - Consultant February 2015 - September 2015 (8 months) - Yekaterinburg,Russia - Internal and external customer support for Caseware (www.caseware.com) accounting software implementation in collaboration with vendor offices in Romania and Netherlands. -Participation in audit projects such as LBMA (London Bullion Market compliance audit for Ekaterinburg Non-Ferrous Metals Processing Plant) for supply chain. Twitter - User Services Agent (Russian) April 2014 - October 2014 (7 months) - Singapore -Handling of high volume of user support requests as a primary priority (lost access, hacked, impersonation, verification) -Contribute to cross-functional projects (timeline curation, customer survey improvement). -Participation in bug triage, troubleshooting, and collecting user feedback -Test new features, collaboration with Product team -Reporting and resolving inefficiencies in product, policy, workflow etc. -Translation of help content, including articles and templates. Visa Inc. - Senior Customer Service Representative November 2011 - February 2014 (2 years 4 months) -Assisting Spanish, English and Russian speaking cardholders/banks' general inquiries -Take lost/stolen card (LSCs) reports for the correct issuing bank and notify them within predetermined service standards -Take Emergency Service Requests (ESRs) for cash/card and fulfill them according to service standards -Support the customers' needs by responding with accuracy and timeliness to customer queries -Escalate issues/queries as required to ensure timely resolution. Education Maastricht School of Management (Netherlands/remote) Master of Business Administration - Online MBA · (2018 - 2020) Ural State University named after A.M.Gorky Bachelor - International Relations/Regional Studies; American Studies (2001 - 2006) Universidad de Murcia (Murcia, Spain) Spanish Language and Culture, Spanish Language and Literature · (2005 - 2005) Skills Account/partner management. Customer/user support. Sales. MS Office. Salesforce. JIRA. Siebel (Oracle).Tableau. English (C1 -IELTS). Russian (native). Spanish (working level). Localization. Flexibility. Positive attitude. Adaptability to change. Cultural awareness. Team player. 5 years of working remotely for global companies. Recommendations