Sep 2024 – Feb 2025 · 5 mos · Remote

• Prisma Labs, an international mobile tech company specializing in AI-powered photo and video processing, raised $6M in Series A funding and has over 300M app downloads worldwide.
• Analyzed app performance with development and product teams to prioritize the feature roadmap. Implemented a feedback system that accelerated the delivery of high-impact features, reducing the feature rollout cycle by 30%.
• Optimized user request handling, aligning development efforts with user needs, and reducing bug resolution time by 40%.
• Created a knowledge base with detailed FAQs and step-by-step guides, reducing repeat support inquiries by 30% and decreasing operational costs by 20%.
• Managed unanswered app store reviews, responding to over 10,000 user reviews monthly, increasing ratings by 0.3 stars in Google Play and 0.4 stars in the App Store, leading to a 15% rise in in-app purchases.
• Automated the refund process, integrating Zendesk with Stripe and Paddle, accelerating refund processing by 40%, cutting manual workload by 50%, and reducing refund-related support costs.

Aug 2018 – Sep 2024 · 6 yrs 1 mo · Seattle, Washington, United States · Remote

• App in the Air is a U.S.-based all-in-one travel app for frequent flyers, serving 7+M users worldwide and processing $10M+ in bookings annually.
• Optimized SLA response time using Tableau, Zendesk, and Jira, cutting it from 4 hours to under 1 hour for 7M+ users with 95%+ customer satisfaction (CSAT). Developed alerts and dashboards to track performance, making the support team one of the fastest in the travel industry.
• Led migration from Freshdesk to Zendesk, transferring 100,000+ user requests, tags, and a 100+ article knowledge base in 3 months. Implemented API-driven data migration, ensuring full system integrity and legacy traceability. Improved operational efficiency by 20% and enhanced SLA tracking with AI-powered automation.
• Implemented a Learning Management System (LMS), streamlining onboarding and training, reducing HR screening time by 30%, improving knowledge retention to 95%, and increasing Net Promoter Score (NPS) by 25%.
• Developed a fraud detection system, reducing losses by 99%, saving over $1.2M annually, and eliminating the need for expensive third-party fraud prevention solutions. Automated transaction analysis, real-time alerts, and database cross-referencing.
• Built a COVID-19 travel restriction system for 150 countries and 50 major airlines, leading a 5-person team to collect and update regulations weekly. Increased user trust and boosted conversion rates by 15%.
• Developed a 5-tier loyalty program, increasing retention by 20%. Designed benefit levels to maximize premium subscriptions and in-app purchases, growing LTV.

Oct 2017 – Dec 2023 · 6 yrs 2 mos · Vilnius, Vilniaus, Lithuania

• MyMusic.Travel, based in Europe, is a music-travel startup connecting fans to 150,000+ live events globally, integrating ticketing, flights, and hotels.
• Launched the platform from scratch, achieving early revenue within 3 months. Led a team of 5+ co-founders, developers, and designers, securing partnerships with Ticketmaster, SeatGeek, Kiwi.com and Booking.com.
• Integrated Spotify-based concert recommendations, increasing user engagement by 40% and trip conversions by 15%.
• Ran performance marketing campaigns, optimizing Google Ads and social media, increasing website traffic by 300%, and improving paid conversion rates by 25%.

Dec 2014 – Aug 2018 · 3 yrs 8 mos · Vilnius, Vilniaus, Lithuania · Remote

• Aviasales is a leading travel metasearch platform in Eastern Europe & Central Asia, with a $1.6B GMV and 500+ employees.
• B2C Customer Experience and Support
• Implemented a multi-channel support system, handling 5,000+ monthly inquiries across social media, email, web, and mobile, achieving 95%+ customer satisfaction.
• Key Achievements:
• Established robust support across social media, email, web, and mobile, significantly enhancing user accessibility.
• Implemented integrated systems for request management, markedly improving service delivery.
• Led the adoption of Zendesk and HelpScout, streamlining customer care operations and boosting efficiency.
• Managed a team of 10 specialists, fostering a culture of quick problem resolution and operational excellence.
• Instituted KPIs that reduced response times to 6 hours, outperforming industry standards.
• Cultivated a community of brand advocates, driving engagement through product beta tests and feedback sessions.
• Developed a comprehensive communications strategy, including crisis management, ensuring readiness and responsiveness.
• B2B Business Development and Partner Relations:
• Established a real-time support platform for agency and partner communications, enhancing operational efficiency.
• Conducted thorough market research and pursued new business opportunities, expanding the company’s global footprint.
• Led online fraud monitoring and prevention initiatives, significantly improving security measures.
• Core Metrics and Achievements:
• 95%+ Satisfaction Rate: Consistently maintained high satisfaction levels managing 5,000+ monthly requests.
• 6-Hour Response Time: Achieved rapid response times through KPI-driven improvements.
• Global Expansion: Successfully expanded the company’s global presence through strategic business development.

Oct 2010 – Dec 2014 · 4 yrs 2 mos · Vilnius, Vilniaus, Lithuania · Remote

• Results-Driven Social Media and Business Development Strategist
• Specializing in business growth through innovative social media marketing and B2C business development strategies, I’ve consistently delivered measurable results:
• Social Media Marketing/Management:
• Developed and executed strategic social media plans, achieving a 10x increase in ROI.
• Launched and grew Aviasales' Instagram to 113K+, YouTube to 2.4K, Telegram to 1.5K. Developed viral campaigns increasing engagement and user acquisition.
• Implemented a system for tracking social media ROI, optimizing user acquisition and retargeting effectively.
• Launched a corporate blog, attracting 450K–600K monthly visits with a 7% conversion rate, creating a new revenue stream.
• Produced a 50-episode travel podcast series, reaching 10K+ listeners, establishing Aviasales as an expert in the travel niche.
• B2B Business Development:
• Launched Aviasales' first affiliate program, evolving into TravelPayouts, expanding partnerships by 20% with Zanox, TradeDoubler, CJ, and Admitad, now generating 40% of Aviasales’ total revenue.
• Community Engagement and Knowledge Sharing:
• Featured speaker and instructor (2013-2017) on topics like increasing sales through social media, affiliate program synergies, and AppStore rankings.
• Engaged global audiences as a speaker and mentor at major European conferences, including a4uexpo Europe, TBEX Europe, RockItCon, and Startup Weekend (2013-2015).