Experience

CHANGEBOX Agency

• France
• Real Estate

• Co-Owner and CEO

  • Aug 2021 - Present

  Innovative agency that can suggest full set of consulting services "in a box" for business transformation Innovative agency that can suggest full set of consulting services "in a box" for business transformation



CMC-Ukraine

• Ukraine
• Non-profit Organizations
• 1 - 100 Employee

• Business Consultant

  • Apr 2022 - Nov 2022

  This project is a complex of Business Development Services provided to Ukrainian MSME in crisis due to the ongoing war. That is part of the program “Promoting economic participation of vulnerable groups including internally displaced persons in Ukraine” implemented by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) Implementation of consulting services for 13 SMEs with the following results: - 9 developed marketing strategies - 2 developed digital transformation strategies - 1 developed HR structure - 1 developed CX strategy Show less



Vodafone Ukraine

• Ukraine
• Telecommunications
• 200 - 300 Employee

• • May 2019 - Aug 2021

  Key activities: • Performing digital transformation strategy• Managing digital project portfolio • Managing digitalization of corporate internal processes

• • Apr 2016 - Apr 2019

  Key activities:• Performing strategic KPI's in the Vodafone West region (8 areas in Western Ukraine) including revenue and market share growth, operational efficiency• Managing national and regional projects in sales, marketing, IT, technical network development, new service launching • Developing B2B and B2G partnership• Performing PR, government and social projects that are oriented on brand value increase• Improving the efficiency of regional team

• • Apr 2012 - Apr 2016

  Key activities:• Managing customer care system (more than 1000 FTE’s) and responsibility for all KPI's concerning customer care efficiency • Launching new customer service system that is allowed to achieve the improvement of all customer care• Launching special program for reducing of staff turnover• Launching projects for customer service development (mobile customer service apps, self-care services, CRM and omni-channel contact center solutions etc.)• Integrating MTS and Vodafone customer care systemsAccording to сhosen strategy Vodafone customer service system was awarded as a Best Customer service system in the World (Contact Center World Forum, Las Vegas, 2015) Show less



MTS Group

• Transportation, Logistics and Storage

• Head of Operational Technologies Department, MTS Ukraine

  • Jun 2010 - May 2012

  Key activities: • Developing customer service infrastructure and business processes • Launching new services as a Web Chat and paid customer service • Optimizing customer service processes in Contact Center • Introducing new motivation programs for Contact center staff Key activities: • Developing customer service infrastructure and business processes • Launching new services as a Web Chat and paid customer service • Optimizing customer service processes in Contact Center • Introducing new motivation programs for Contact center staff



Sunflower Communications LLC

• Telecommunications
• 1 - 100 Employee

• Commercial Director

  • Sep 2009 - Jul 2010

  Key activities: • Building from scratch and developing sales of SaaS and In-box Contact center and CRM solutions in context of partnership with vendor CosmoCom Inc .(USA), • Product management and development of new services Key activities: • Building from scratch and developing sales of SaaS and In-box Contact center and CRM solutions in context of partnership with vendor CosmoCom Inc .(USA), • Product management and development of new services



Farlep-Invest (Vega Telecommunications Group)

• Telecommunications
• 100 - 200 Employee

• Customer Care Director

  • Sep 2007 - Sep 2009

  • Building of effective customer care system, organization of unified customer service structure with staff more than 600 FTE’s, business process unification, management of corporate projects, churn management • Launching new unified contact center platform • Introducing new business processes and standards of customer service • Introducing new organizational customer care structure • Launching some projects of customer care process outsourcing • Building of effective customer care system, organization of unified customer service structure with staff more than 600 FTE’s, business process unification, management of corporate projects, churn management • Launching new unified contact center platform • Introducing new business processes and standards of customer service • Introducing new organizational customer care structure • Launching some projects of customer care process outsourcing


ROSNO Ukraine insurance company
• Head of Customer service quality department

  • Mar 2007 - Sep 2007


Golden Telecom Ukraine

• • Oct 2005 - Mar 2007

• • May 2001 - Oct 2005