Experience

AlfaStrakhovanie

• Insurance
• 200 - 300 Employee

• CX Lead

  • Oct 2019 - Present

  - Implementation of customer satisfaction monitoring (NPS, CSI). - Testing of service and product hypotheses, conducting research using qualitative and quantitative methods both through contractors and the company's own resources. - Building customer journey maps (CJM) for 9 product lines across 7 sales channels. - Business process audit, description of As Is and To Be processes, and creation of service blueprints. - Presenting research results to business clients. - Collaborating with business units to adjust products and business processes to improve customer experience, leading projects in cross-functional teams. - Analytics based on research results, creating dashboards in a BI system (QlikView). - Analysis of the relationship between the "voice of the customer" and business performance, forecasting NPS and CSI levels with changes to various customer service parameters. - Planning the annual budget for the department's research and development. - Managing linear and cross-functional teams. Show less



Ipsos

• France
• Market Research
• 700 & Above Employee

• Marketing Research Manager

  • Oct 2013 - Aug 2019

  Coordination of market research projects (ad hoc and multi-wave) for Russian and foreign clients (FMCG sector), communication with clients, budget and schedule planning, reporting, data analysis & visualization Coordination of market research projects (ad hoc and multi-wave) for Russian and foreign clients (FMCG sector), communication with clients, budget and schedule planning, reporting, data analysis & visualization



Societe Generale Assurances

• France
• Insurance
• 700 & Above Employee

• Recruitment Specialist

  • Jun 2012 - Dec 2012

  Recruitment: - Search and screening of CVs, conducting personal interviews - Coordination between candidates and business, - Communication with recruitment agencies, - HR-project coordination - Participation in orientation and probation program, - Internal reporting Recruitment: - Search and screening of CVs, conducting personal interviews - Coordination between candidates and business, - Communication with recruitment agencies, - HR-project coordination - Participation in orientation and probation program, - Internal reporting



R-Pharm

• Russian Federation
• Pharmaceutical Manufacturing
• 300 - 400 Employee

• HR specialist

  • Sep 2010 - Sep 2011

  Responsible for HR administration and docflow (employment, transfer, dismissal of workers, preparation of contracts and orders, work with archive of HR documentation), participation in staff recruitment and development, support of internal portal Responsible for HR administration and docflow (employment, transfer, dismissal of workers, preparation of contracts and orders, work with archive of HR documentation), participation in staff recruitment and development, support of internal portal