Summary
Overview
Work History
Education
Skills
Certification
TOOLS & TECHNOLOGIES
Timeline
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Botagoz Bekbossynova

Customer Experience and Service Director
Almaty

Summary

Proactive Service Quality Leader with a track record of transforming customer and partner experience in high-volume e-commerce and logistics operations. I build and execute service quality strategies that reduce cancellations, cut defect rates, and boost retention, while managing support operations handling 3,500+ monthly voice and written cases. Known for taking initiative to resolve complex disputes in product, delivery, and service quality, and for preventing multimillion KZT losses through data-driven insights. Strong in cross-functional collaboration with Product, Risk, Logistics, and Finance, I consistently turn customer feedback into measurable business impact.

Overview

4
4
years of professional experience
1
1
Certification
4
4
Languages

Work History

Customer Experience & Service Director

ForteBank: ForteMarket
10.2023 - Current
  • Lead customer experience & service department covering call center, 2nd line support, and technical support.
  • Manage customer support operations handling 3,500+ monthly requests across both voice and written channels.
  • Designed and executed service quality strategy improving NPS from 52% to 62% in 6 months.
  • Reduced late-stage order cancellations by 4%, directly increasing GMV and retention.
  • Collaborated with Product, Risk, Logistics, and Finance teams to fix systemic service defects (delivery miscalculations, payment errors), preventing multimillion-KZT losses.
  • Initiated VoC (Voice of Customer) program: customer interviews, usability testing, CJM analysis → identified key pain points and turned insights into product improvements.
  • Prevented revenue loss of 40.8M KZT by identifying and resolving delivery calculation defects.
  • Supervise resolution of complex cases related to product issues, delivery delays, and service quality, ensuring customer satisfaction and minimizing churn.
  • Developed Power BI dashboards for LTV, retention, cancellation reasons, and service KPIs, enabling data-driven decisions.
  • Managed annual budget of Call Center and CX team and optimized resource allocation.
  • Halved inbound requests through FAQ optimization and inquiry analysis, cutting telecommunication service costs.

Customer Service Team Supervisor

Jusan Bank: Jusan Mart
02.2022 - 09.2023
  • Supervised customer support team handling 2, 500+ requests per month.
  • Designed training programs that increased first-contact resolution by 5%.
  • Introduced quality monitoring process to ensure SLA compliance.
  • Developed and delivered training sessions that improved product knowledge and service skills.
  • Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
  • Organized regular team meetings for open discussions about challenges faced in the workplace, fostering a collaborative atmosphere focused on continuous improvement strategies.
  • Collaborated with other departments to resolve complex customer issues effectively and efficiently.
  • Reduced average call handling time with targeted coaching and performance monitoring.
  • Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
  • Analyzed customer feedback data to identify areas for improvement, implementing changes accordingly.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Improved first call resolution rate by 5%, reducing repeat customer inquiries.

Mentor

Inditex - Zara
04.2021 - 12.2021
  • Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
  • Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
  • Enhanced mentee performance by providing personalized guidance and support.
  • Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
  • Regularly assessed progress and provided feedback to support continued development.
  • Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
  • Conducted regular one-on-one coaching sessions to address individual development needs, improving overall performance.

Education

Bachelor of Science - Food Technology

Almaty Technological University
Almaty, ALA
05.2023

Skills

Strategic planning

Service Quality Management

Customer Support Leadership

Data Analytics & BI

Process Optimization

Voice of Customer (VoC)

Dispute Resolution

Certification

Udemy “Web-design in Figma” - 2024

TOOLS & TECHNOLOGIES

  • Power BI
  • Google Workspace
  • Microsoft 360
  • Jira
  • Confluence
  • CRM systems
  • Helpdesk tools
  • Figma

Timeline

Customer Experience & Service Director

ForteBank: ForteMarket
10.2023 - Current

Customer Service Team Supervisor

Jusan Bank: Jusan Mart
02.2022 - 09.2023

Mentor

Inditex - Zara
04.2021 - 12.2021

Bachelor of Science - Food Technology

Almaty Technological University

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Botagoz BekbossynovaCustomer Experience and Service Director