Mikhail Panchenko
Customer Support Operations Consultant
I help fintech and e-commerce companies understand and improve the economics, quality and scalability of customer support.
My work focuses on support audits, customer service strategy, cost reduction, AI-readiness and automation planning.
Experience
17+ years
Teams
up to 320 direct reports
Languages
up to 18
Load
18,000+ tickets/day
Contacts
100,000+ / month
Ticket Cost
-25%
Quality
+35%
Automation
AI/ML experience
Core work areas
Support Audit
Metrics, processes, team structure, channels, quality, knowledge base, tools and automation readiness.
Support Strategy
Operating model, KPI tree, roadmap and governance for customer support teams.
Cost Reduction
Cost per ticket, staffing, repeat contacts, L1/L2 flows, automation opportunities and support P&L.
AI-readiness
Data, knowledge base, classification, QA, risks and automation backlog before implementing AI assistants.