Skills & Expertise

Hi, i'm Mikhail Panchenko — a strategy consultant and Customer Service Director with over 10 years of experience in transforming customer operations and building efficient operating models across various industries.

I help digital businesses — from fintech and marketplaces to game development — turn customer support from a cost center into a powerful growth engine and product feature.

My philosophy is simple: numbers rule the world. I design strategies and service systems that can be measured, replicated, and scaled.


I am pleased to offer you a free consultation or a complimentary basic audit of your support service, so you can make your own decision about the effectiveness of consulting and working with me.


My Key Achievements:
  • Built customer service departments from the ground up, helping companies achieve industry-leading positions.
  • Conducted customer service audits to identify weak points and developed actionable recommendations to fix them.
  • Created and implemented comprehensive 5-year corporate growth strategies.
  • Introduced AI/ML solutions to automate processes and reduce team workload.
  • Cut personnel costs by up to 50% while increasing overall efficiency.

I don’t just advise — I implement solutions that deliver results!

  • Results & Metrics
    Proof backed by data. Measurable and accountable.
  • Strategic Planning
    Development and implementation of corporate and IT strategies. Design and execution of customer service strategies.
  • Automation
    Implementation of automated solutions to optimize processes and reduce costs.
  • Analytics
    Leveraging data to assess performance and identify opportunities for improvement.
  • People Management
    Effective leadership and process management to achieve outstanding results.
Cases

Uzbekistan, Banking: Improved response quality by 35% and reduced response time by half, even as workload increased by one third, all without a significant increase in staffing costs.

Marketplace, 17 Countries: Developed a predictive P&L model for a large support department, reduced response time to 1 hour (from 4 hours), and cut ticket handling costs by 25%.

Game Development, International Product: Built a support department from scratch, launched VIP support, and increased company profitability by 20% through tailored VIP service.

Services
Comprehensive expertise in customer service, operations management, and strategic planning
Analysis & Audit
Assessment of current customer service performance and identification of key pain points. Evaluation of compliance with industry benchmarks across core service metrics: RT (TtFR), AHT, TTR, CSAT, QC Review, L1>L2%, RR (CR), and UpSale ($). A detailed report highlights growth opportunities and areas for improvement.

Strategy Development
Designing a tailored growth strategy aligned with your business needs — whether it’s optimizing customer service metrics, staying within budget, or building new service functions such as customer-centric or sales-driven support.
Solution Implementation
Execution of concrete improvements and deployment of new tools to enhance the efficiency of customer service operations.
Monitoring & Analytics
Tracking key performance indicators and providing regular reports on results. Delivering actionable recommendations for improvement and ensuring their implementation across teams.
FAQ
Request a Free Consultation or Audit!
To request your free consultation or audit, simply contact me using the details below:
Phone: +7 985 777-10-20
Email: yournickname@gmail.com
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