Anastasiia Prokudina

ANASTASIIA PROKUDINA C usto me r S ucc es s M a na ge r freel a nce Customer-focused professional with 6+ years in B2B SaaS and luxury hospitality. Proven track record in managing enterprise accounts, leading onboarding, and building CS processes and playbooks. Passionate about driving customer adoption, value realization, and cross-functional collaboration in international environments. - Andrésy, 78570 France - LinkedIn Skills Onboarding & Training| Customer Success Management| Process automation | Reporting & KPI Analysis| Team coordination | Upsell & Cross-sell | Continuous Improvement Tools: CRM (HubSpot), Social Media, Make, Canva, Notion, Asana, Slack, MS Office. Professional Experience Customer success manager Seeqle – HR Marketing SaaS | September 2023 – August 2025 o Managed a portfolio of 30+ clients (SMB, mid-market, and enterprise): onboarding, training facilitation, personalized support, strategic recommendations, and renewals; o Led 100+ projects: coordinated with Product, Sales, and Media teams, ran meetings, produced reporting, and tracked budgets; o Improved the customer journey and onboarding processes by implementing automations and optimizing workflows, reducing onboarding time by approximately 15%; o Identified areas to enhance customer experience, achieving CSAT > 4/5 and NPS > 90. Guest relations - Luxury Hospitality Sofitel Paris Le Faubourg 5* | January 2022 – December 2022 o Provided personalized support to VIP and international guests before, during, and after their stay; o Drove upsell and cross-sell of hotel services and bespoke experiences; o Handled and resolved guest requests via ticketing software, coordinating across multiple internal departments; o Managed online reputation: drafted 300+ responses to guest reviews (Booking, TripAdvisor, Google, etc.); o Analyzed customer feedback and implemented improvements, reaching a satisfaction rate above 85%. Housekeeping Supervisor Hyatt Regency Paris Etoile 4* | October 2019 – December 2021 o Managed and coordinated a team of 10, planned daily tasks, and maintained quality standards. Front Desk Agent / Concierge Hyatt Paris Madeleine 5* | Apprenticeship | 2018 – 2019 Education & Training 2023: Digital Marketing & Acquisition Program Rocket School Paris 2017 – 2019: Master’s Degree in Applied Foreign Languages (International Hospitality & Business) University of Nantes Languages o o o o English : fluent French : bilingual Russian : bilingual Chinese : intermediate (HSK3)