Experience

Toyota Motor Kazakhstan

• Kazakhstan
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Customer Journey Manager

  • Apr 2022 - Present

  Department duties were closely integrated into business in perspective of Customer centric decision making style. Carrying key performing role in digesting and analysis of data with my team we gradually launched actions based on NPS survey through collaboration with Operational business units, using root cause analysis techniques, circulated in Toyota's corporate culture. Successfully hiring and managing the team of 4 people with perspective to increase headcount.Based on my survey launch and management experience I have started Mystery Shopping surveys within Dealer network and used the results of it to build 360° view into Customer Experience. Currently leading the role of building activities & countermeasures to sustain the high quality Customer Journey. Launched the guidebooks for Dealer network front CR staff, like: - Customer Relations Policy: to ensure high quality, stable cross-functional governance of customer contacts handling within Dealer network;- Goodwill Policy: to ensure handling of ad-hoc Customer contacts, exceeding expectations of the customer and fixing the problem case by case basis. (policy of goodwill gestures application and compensation)- Lead generating & Lead management in part of my Contact Center management role;I enjoy very much Japaneze style of mastering your skills through time and continuously sharing my knowledge and experience with my peers and colleagues at Dealer network and strongly believe we are making a great value together with my team. Show less

• Customer Care Manager

  • Jan 2017 - Apr 2022

  As a Manager of Customer One department together with professionals of TMKZ team was in charge of: - building strategic steps in serious customer complaints (court disputes, safety related cases, negative impact cases etc.) handling; Managing operational, reputational risks within Risk committee in the company; - Successfully launched NPS survey within network. Responsible for survey results digest by business units, building countermeasures to mitigate or eliminate gaps in customer satisfaction and business operations. Show less

• Customer Relations Specialist

  • Feb 2009 - Dec 2016

  - Working as a CR specialist was in charge of handling customer complaints, together with stakeholders building complaint case strategy (handling plan). - Successfully launched CS survey within Dealer network, analyzing customer voice & requests on monthly basis and proactively meeting gaps between customer & business.