About
A results-oriented Customer Experience and UX Design Specialist with a Bachelor of Science in Human Computer Interaction, Mikhail Orlov excels at optimizing user journeys and driving operational efficiencies. Leveraging expertise in data analysis, CRM systems, and design thinking, he consistently enhances customer satisfaction, streamlines processes, and contributes to product development across healthcare and e-commerce sectors, aiming to create impactful digital experiences.
Work
Remote, CA, US
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Summary
Manages high-volume customer success operations, resolving complex inquiries and collaborating cross-functionally to implement solutions and improve documentation in a regulated healthcare environment.
Highlights
Managed high-volume customer inquiries across calls, emails, and tickets, achieving a 95% customer satisfaction rate by empathetically de-escalating sensitive cases and providing end-to-end resolution.
Collaborated cross-functionally with engineering and product teams to analyze customer feedback, identify root causes, and implement solutions that boosted operational efficiency by 20% and reduced average call times by 5%.
Synthesized complex case insights and technical issues into data-driven recommendations, enhancing documentation and contributing to customer retention within a regulated healthcare environment.
Proactively maintained up-to-date knowledge of evolving services and regulations within the healthcare industry to ensure compliant and accurate customer support.
Santa Monica, CA, US
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Summary
Partnered with AR teams as a Content UX Designer Intern to create engaging lenses, conduct user research, and support internal communications for a leading social media platform.
Highlights
Collaborated with Augmented Reality (AR) teams to design and deploy interactive lenses that garnered over 100 million plays, significantly enhancing user engagement through visual storytelling.
Conducted comprehensive user research to refine design iterations, create consultative decks, and address diverse audience narrative needs.
Facilitated seamless internal communications and issue resolution across cross-functional teams, demonstrating adaptability in a dynamic, fast-paced environment.
Applied design thinking principles to iterate on content concepts, ensuring alignment with user feedback and strategic project objectives for AR experiences.
Costa Mesa, CA, US
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Summary
Drove customer success and operational efficiency for a DTC e-commerce brand by leveraging data analysis, managing CRM relationships, and resolving inquiries in a high-volume environment.
Highlights
Analyzed extensive customer data using SQL to identify key trends, triaging support tickets and implementing resolutions that reduced ticket volume by 25% and increased conversion rates by 15%.
Managed critical customer relationships through Salesforce CRM, effectively handling escalations and employing root cause analysis to boost onboarding, retention, and overall satisfaction.
Provided empathetic and detail-oriented resolution for high-volume customer inquiries, acting as a strong customer advocate and synthesizing findings for strategic team alignment.
Streamlined operational workflows by identifying and resolving systemic issues, contributing to improved data accuracy and enhanced customer experience.
Education
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Bachelor of Science
Human Computer Interaction
Courses
Tangible Interaction
Consumer Behavior
Cognitive Psychology
Introduction to Computer Systems
Python Programming
Project Management
Data Analysis for Business
Business Communication
Product Design
Skills
Customer Relationship Management
Zendesk, Zoho Desk, Monday CRM, Salesforce, Technical Troubleshooting, Triage, Customer Success.
Data Analysis & Visualization
SQL, Excel, Numbers, Sheets, User Research, Tableau, Power BI, Data Analysis.
UX/UI Design & Development
Figma, API, JavaScript, HTML/CSS, Product Design, Content UX Design, AR Experiences.
Professional Competencies
Exceptional Communication (Written/Verbal), Strong Problem-Solving, Adaptability in Fast-Paced Environments, Cross-Functional Collaboration, De-Escalation, Project Management.