I manage customer support projects across technology, healthcare, and retail — team setup, AI integration, day-to-day delivery, client KPIs. I started as a frontline support agent, so I've done the work I now manage.
6+Years at Simply Contact, from frontline agent to Project Manager
5+Client accounts led across healthcare, fintech, IT, and SaaS
90%+Quality score on her accounts
HostOf Simply Contact's YouTube channel
Areas of expertise
AI Integration in Customer Support
Customer Service Delivery Management
Contact Center Operations & Process Optimization
Project Management (SMB & Enterprise)
Team Leadership & Agent Performance
About
Anna Mazur is a Project Manager at Simply Contact with over six years at the company. Her path started on the frontline as a customer support agent and grew into leading some of the company’s most demanding client accounts.
Today, Anna specializes in AI integration in customer service, working with clients across technology, healthcare, and retail — both SMB and enterprise. She manages everything from team setup and AI rollout to day-to-day delivery and client KPIs.
Her current accounts show the range of that work: at a UK patient transport provider, she runs a team handling 6,000+ calls a month at a 93.9% quality score. She also leads support for a UK-based fintech serving 20+ banks across Europe, a high-volume billing operation for an IT expert platform, among others.
Anna is a regular voice on customer experience trends as the host of Simply Contact’s YouTube channel, and her writing appears on the Simply Contact blog and in industry publications including Finextra.
Featured talk
Anna walks through a three-layer support architecture where AI and humans each do what they're best at — from bots that resolve routine inquiries instantly and drop abandonment rates to zero, to AI-empowered agents that cut supervisor reliance by 50% and reduce handling time by over eight hours, to AI-powered QA that monitors 100% of interactions across every channel and language.
Education
Business Administration and Management
Kyiv School of Economics · 2024
Master's Degree, International Relations and Affairs
Borys Grinchenko Kyiv University · 2017–2022
Master's Degree, Mass Communication / Media Studies
Borys Grinchenko Kyiv University · 2021–2022
International Relations and Affairs (exchange)
Vilnius University · Jan–Jun 2019
Experience
Project Manager
Simply Contact · December 2023 – Present
Manages a UK patient transport account handling 6,000+ calls/month at a 93.9% quality score
Leads support for a UK-based fintech serving 20+ banks across Europe, with retention near 100%
Runs the billing support operation for an IT expert platform connecting users with verified specialists
Senior Team Leader
Simply Contact · May 2022 – November 2023
Team Leader
Simply Contact · December 2020 – April 2022
Customer Support Manager
Simply Contact · February 2020 – November 2020
Speaking
Simply Contact Webinar
Outsourcing to Central and Eastern Europe: A Data-Informed Review
2026Online
IT Arena
Led a workshop on contact center efficiency, the role of AI and automation in customer support, and best practices for agent training and quality control.
