Tanya Pushkina
About Tanya Pushkina
Tanya Pushkina is a Senior Manager of Customer Escalations at Onfido, where she focuses on resolving critical customer issues and implementing proactive strategies. She holds a Master's Degree in Computational Linguistics from Saint Petersburg State University and has extensive experience in customer support and technical account management.
Work at Onfido
Currently, Tanya Pushkina serves as the Senior Manager of Customer Escalations at Onfido, a role she has held since 2022. In this position, she is responsible for managing mission-critical customer escalations to ensure timely resolution and mitigate business-impacting problems. Tanya has implemented a proactive escalation management strategy to address potential customer issues before they escalate. She collaborates with cross-functional teams, including Product and Engineering, to identify and address the root causes of customer issues.
Education and Expertise
Tanya Pushkina holds a Master’s Degree in Computational Linguistics from Saint Petersburg State University, where she studied from 2012 to 2014. Prior to this, she earned a Bachelor’s Degree in Linguistics from the International University of Nature, Society and Man 'Dubna', studying from 2008 to 2012. Her educational background provides her with a strong foundation in language processing and technical communication, which is applicable in her current role.
Previous Work Experience
Before her current role at Onfido, Tanya held various positions in customer support and technical account management. She worked at V Kontakte LLC as a Site Administrator & Technical Support Manager from 2012 to 2018. She then joined adjust.com, where she served as a Technical Account Manager for seven months in 2019, followed by a two-year tenure as Lead Technical Account Specialist until 2021. Additionally, she worked at Travel.ru (Oktogo Group) as a Customer Support Manager from 2012 to 2014.
Professional Contributions
In her role at Onfido, Tanya Pushkina has contributed to the development of strategies that enhance customer satisfaction and operational efficiency. She has successfully implemented a proactive escalation management strategy, which aims to identify and resolve potential customer issues before they escalate into larger problems. Her collaboration with cross-functional teams has been instrumental in addressing the root causes of customer issues, thereby improving overall service delivery.