Case: TrueThingsLinen (Etsy)

Position: TTL (Team Lead Sales)
Period: 4 years
Field: Etsy

Achievements and Contributions:

1. Setting up the administration and accounting system:
- Development of a process management system based on Google Sheets for convenient accounting and control.

2. Organizing Customer Service operations:
- Implementation of a phased contact approach with customers.
- Development of 15 communication templates for various situations.
- Successful resolution of disputed situations.
- Conducting effective dialogue with repeat and potential customers.
- Quality control of feedback and overall rating.

3. HR and training:
- Recruitment and training of 6 employees.
- Development of a technical guide with clear instructions for the team.

4. Business process control:
- Supervision of employee work, parcel shipments, and organization of promotions.

5. Implementation of marketing techniques:
- Execution of strategies that increased store profit by $10,000+ monthly.

6. Star Seller:
- Achieved the StarSeller label with a 100% Customer Service rating.

7. Business optimization:
- Improvement of internal processes, store appearance, and quality of listing design.

8. Store unblocking:
- Successful resolution of administrative and technical issues to restore store operations after a technical failure.

Result:
- 13,000 orders, 5/5 feedback rating, and over $1 million profit in 4 years.
- Growth in financial indicators.
- Increased customer and team loyalty.
- Successful systematization and scaling of the business.