Marina Marzhina
Tel Aviv
Summary
Dedicated professional specializing in B2B support and customer experience. Committed to enhancing operational performance through quality assurance and effective team collaboration, leading to exceptional service delivery and project success.
Overview
7
7
years of professional experience
Work History
Special projects associate
Wolt
Tel aviv
08.2025 - Current
- Providing high-level support, including handling sensitive and strategic cases.
- Leading major support-related projects, collaborating with cross-functional teams, and ensuring an exceptional customer experience.
- Responsible for real-time reporting of escalations and operational issues.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Support Associate
Wolt
Tel aviv
05.2024 - 08.2025
- Support and customer service for users, courier partners, and merchants.
- B2B and priority clients support.
Customer service quality assurance specialist
Yango
Tel aviv
08.2022 - 01.2024
- Monitored and analyzed B2B, B2C, and Drivers customer service conversations in Hebrew and English.
- Provided feedback to customer service representatives to enhance performance.
- Supported training initiatives for customer service representatives.
- Created and translated manuals in Hebrew and English to ensure clarity.
Senior Manager in B2B Israel Department
Yango/Yandex
Moscow
09.2021 - 08.2022
- Provided technical and financial support for B2B clients in Israel.
- Developed manuals for Israel B2B support line in Hebrew and English.
- Created training programs for customer service representatives.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
Restaurant administrator
Rustico
Tel aviv
02.2019 - 01.2020
- Ensured high levels of customer satisfaction through effective service delivery.
- Recruited and trained staff to enhance team capabilities.
- Organized shifts to optimize operational efficiency.
- Developed reports to track performance metrics and identify trends.
- Scheduled and coordinated special events to enhance team engagement.
Skills
- Project management
- Real-time reporting
- B2B support
- Customer experience
- Training development
- Quality assurance
- Team leadership
- Data collection and analysis
Languages
Hebrew
Proficient (C2)
C2
Russian
Native
Native
English
Advanced (C1)
C1
CRM
- Salesforce
- Converse
- Intercom
Activities
- DJing
- Events organization
- Travelling
- Science
Timeline
Special projects associate
Wolt
08.2025 - Current
Support Associate
Wolt
05.2024 - 08.2025
Customer service quality assurance specialist
Yango
08.2022 - 01.2024
Senior Manager in B2B Israel Department
Yango/Yandex
09.2021 - 08.2022
Restaurant administrator
Rustico
02.2019 - 01.2020