Ekaterina Morozova

• Conducted data analysis and prepared performance reports for over 50 Mastercard Academy events, identifying key trends that improved delivery efficiency by 15% and supported strategic decision-making.

• Managed product delivery workflows, ensuring full compliance alignment.

• Conducted data analysis to optimize Mastercard Academy delivery efficiency and support decision-making

• Partnered with internal teams to streamline communication and improve delivery outcomes.

• Supported senior Customer Success Account Managers in managing strategic client portfolios, participating in account planning, value realisation, and lifecycle management for enterprise customers.

• Independently managed two mid-sized customer accounts under senior supervision, driving engagement, ensuring service alignment, and contributing to renewal readiness and satisfaction growth.

• Developed and piloted a bundled support offer enabling clients to track maturity and visualise delivered value; successfully launched in Northern Europe and adopted by early FY26 accounts.

• Conducted internal research on support hour utilization across accounts and proposed optimization strategies discussed in team reviews;

Implemented innovative changes through a proprietary real-time task analysis project, which reduced the number of complaints by 60%, decreased the number of returns by 90%, and improved transparency and communication between clients and executors, allowing for online adjustments and personalized solutions at every stage of the process.

• Increased customer satisfaction metrics by 50% (from three stars to four and six) within the first six months by creating and monitoring a new feedback rating system for executors.

• Accelerated task execution time by 20% among executors through an optimized interface and video guides.