Experience

Открытие Инвестиции

• Russian Federation
• Financial Services
• 1 - 100 Employee

• Senior Business Process Analyst (Contact Centers)

  • Oct 2022 - Present

  Key role is to increase efficiency of all inbound and outbound customer service activities going through internal and outsourced contact centers (all channels: voice, chat, e-mail, social media, telemarketing) by: Data-driven management: - analyze internal CJMs for all customer service business processes - define and analyze performance metrics - collect data needed for analysis - form requirements for reporting - based on the collected data, make decisions on methods to increase efficiency Project management: - design business processes - prepare strategic roadmaps and business requirements - calculate the financial effect of the implementation of changes - manage project teams (control steps and deadlines) - plan backlogs with projects team - test and accept software improvements before release Projects in progress: - CRM development - mechanism for transferring different tasks from CRM to Jira - replacement of the knowledge management system - digital documents signing process Show less



Imperatorsky monetniy dvor (rare collectible coins and jewelry, 300+ employees)

• Moscow, Moscow City, Russia

• Business Unit Head (External contact centers)

  • Feb 2021 - Oct 2022

  Key role is to increase efficiency of all inbound and outbound activities going through outsourced contact centers (6 contact centers, over 160 employees on projects) by: Data-driven management: - develop budgets for outsourcing CC projects and monitor its implementation - define and analyze project performance metrics - plan the load on contact centers, taking into account their capacity and efficiency - collect data for management reporting - based on the collected data, make decisions on methods to reduce costs (cost per call, cost per order etc.), to increase conversions into orders and contribution per order Project management: - prepare business requirements for IT projects (call automation, robotic calls, speech analytics etc.) - calculate the financial result from the implementation of changes - manage external vendors - test and accept the results of IT development as a user Key achievements: - Provided 4% increase in conversion to orders for welcome calls by changing the selection logic, the dialogue script and reducing the response time to leads by 3 times - Increased profitability due to the increase in the paid versions share of the product on free attraction projects by 15% - Reduced CPO on cold calls by 5% due to load redistribution - Increased SL by 5% due to the redistribution of call flows between different skills - Reduced the service projects costs by 15% by automating the transfer of call campaigns - Automated the processing of all data received from the CC into visual reporting Show less



Promsvyazbank

• Russian Federation
• Banking
• 700 & Above Employee

• Senior Project Manager (Contact center)

  • Sep 2020 - Feb 2021

  Project management for the implementation of speech analytics in the contact center of the retail block: - collect and adapt business requirements for the project - prepare technical specifications - calculate financial models (together with finance and analytics) - control of approving of project documentation Management of a pilot project on speech analytics in bank offices (pilot for 3 offices): - set tasks for IT and vendor for the implementation of the pilot - control of project implementation Process optimization for b2b channel: - analyze internal CJM - form business requirements for IT (for CRM, telephony, to create call campaigns) to increase efficiency Key achievements: - provided an increase in conversion to applications in the agency channel + 0.5% (cold leads) - defined mistakes and gaps in the implementation of cross-selling (65% of violations) and set tasks to correct them Show less



Action-MCFR Mediagroup

• Russian Federation
• Information Services
• 100 - 200 Employee

• Business Unit Lead (Telemarketing & Clients support)

  • Jul 2017 - Jun 2020

  Key role is to develop and oversee the implementation of the department's sales strategy and plan (prolongation for existing clients) by:Data-driven management:- analyze leads by source- segment the customer base- develop a strategy for interacting with customers within different segmentsProcess optimization:- analyze internal CJM- form business requirements for IT (for CRM, telephony, to create call campaigns, trigger messages, etc.) to increase efficiencyTeam management:- recruitment and team building (managed team is over 90 employees)- develop motivational programsSales methodology:- adjust sales scripts and checklists- set tasks for the training and quality control department- prepare texts for e-commerce (e-mails and promo landings ect.)Key achievements:- increased the share of customers prolongations (year to year: by 4% for electronic journals, by 5% for online education, by 7% for electronic services)- launched 4 new sales teams and 1 new support team from scratch- increased by 15% the share of customers actively using electronic products- acted as one of the product owners in the project to create a single workplace from all of 8 business units working with the existing client base Show less

• Telemarketing project manager

  • Aug 2015 - Jul 2017



Promsvyazbank

• Russian Federation
• Banking
• 700 & Above Employee

• Contact center sales development lead

  • Dec 2012 - Aug 2015

  Key role is to increase contact center sales by analyzing all customer touchpoints, finding potential for sales growth and fill in the gaps found Main responsibilities: - analyze calls data and CJM inside the contact center - analyze quality control results - develop and monitor the implementation of steps for growth (IVR changes, calling stategy, sales scripts, trainings etc.) Key achievements: - created sales standards and methodology from scratch - incraesed avg deal amount per a manager by 1,3 times - increased comission products sales by 60% - changed quality control process and checklists Had grown from contact center operator to mentor and to team lead before that Show less