Guzel Nurmukhametova

• Managed end-to-end customer experience for global clients across seasonal campaigns, achieving
a 98% CSAT, measured via post-purchase surveys (approximately 400-500 responses per season).

• Reduced issue resolution time by approximately 30% (from 48 hrs to 34 hrs average) by
optimising support workflows, enhancing logistics coordination, and implementing proactive follow-
up with customers.

• Managed 100+ applications weekly, guiding families through the full admissions pathway from
initial enquiry to enrolment.
• Doubled the admissions target in the school’s first year of operation - from a plan of 500 to 800+
enrolments and consistently met or exceeded annual goals thereafter.
• Maintained a 95% student retention rate year-on-year through proactive family communication
and personalised engagement strategies.
• Prepared and issued 300+ official documents annually (enrolment letters, transfer certificates,
attendance records, good conduct letters), maintaining zero compliance errors.
• Reduced family response time by approximately 40% (from 48 hrs to under 30 hrs) by developing
a library of communication templates, ensuring consistent and professional messaging at every
touchpoint.
• Automated enrolment tracking through Excel and CRM optimisation, cutting manual reporting
effort by approximately 30% and enabling the Admissions Manager to access real-time enrolment
data for leadership presentations.
• Provided real-time English-Russian interpretation during parent-teacher meetings and sensitive
discussions on student progress and behaviour, achieving 98% family satisfaction in post-meeting
surveys.

• Led full admissions department operations, overseeing 40-70 new applications weekly and
ensuring accurate data entry, document verification, and compliance with school policies and
Ministry requirements.
• Increased conversion rate by approximately 25% within one academic year by implementing
structured follow-up sequences, personalised communication with prospective families.
• Maintained 90% annual student retention by identifying at-risk families early and implementing
targeted re-engagement interventions.
• Standardised admissions workflows and templates, reducing administrative errors and delays.
• Delivered regular reports and pipeline insights to senior leadership.

Assisting customers regarding their complaints, opening job cards, following up with customers and with the workshop, receiving and releasing cars, preparing necessary documents for service and repair packages upgrades.

Booking, ticketing, reissue and refund operations, all the airport operations related to the board