Experience

Hobby Hall GROUP

• Estonia
• Manufacturing
• 1 - 100 Employee

• Data Analytics Project Manager

  • Jan 2018 - Present

  -Develop and implement data collection systems and other strategies that optimize efficiency and data quality review -Gather and analyze report requirements from business end-users and implement optimal solutions to present the desired data-Create and improve reports, interpret data and analyze results-Manage user rights-Train end-users

• Regional Head of Customer Service

  • Aug 2015 - Dec 2017

  - Planning and coordinating work of Estonian, Latvian and Finnish customer service teams - Coordinating information exchange and cooperation between in-house and outsourced call centers - Creating a single system for analyzing and reporting call center KPI's - Participating in the development and implementation of call center software - Involved in the implementation of business intelligence and analytics software - Employee training and development



Studio Moderna

• Switzerland
• Retail
• 700 & Above Employee

• Customer Contact Center manager

  • Aug 2012 - Jul 2015

  - Providing cost effective solutions for call center (outgoing/incoming sales; documentation and customer care departments) - Achieving targeted revenue and financial results of Telemarketing DRTV, Print and Internet sales channels - Optimization of Call center costs - To create, to plan an fully conduct recruitment and employee development process - Develop salary and reward systems for both sales agents and management positions to achieve maximum results through various KPIs - Development of Team leaders, project managers, mentors and agents - Quality control of sales channel activities according to company strategy - Increasing SM customer database and number of members for SM loyalty club - Database management and analysis - Exploring ways of improving existing products and services, and increasing profitability - To be involved in Logistic and Accounting processes



Runway International

• Estonia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• HR & Recruitment consultant

  • Sep 2010 - May 2012

  - Active recruitment using all possible channels and headhunting talents with limited skills - Coordinating new staff and current employees between the projects based on their skills, experience and education - Supervising contract and salary related documentation - Managing and coordinating new hire trainings - Organizing annual and quarterly corporate events - Supervising yearly marketing research projects - Making translations of various documents in four languages Engl-Rus-Est



Runway International

• Estonia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Call Center Manager Assistant and Team Leader

  • Jan 2008 - Sep 2009

  Team Manager for several temporary projects in Tallinn office - Leading a team of 15-25 agents and specializing in outbound sales, marketing research and customer data collection - Daily assignments involved writing detailed reports, making schedules, reporting working hours, motivating the team to achieve KPI`s by supporting and coaching on how to communicate with clients Call Center Manager Assistant - Fulfilled the HR role, which included: Looking for staff, conducting interviews, head hunting, handling all of the documentation involved with contracts, dealing with annual holidays and salary related questions - Supported Call Center manager in all daily operations and running of the office