Galina Samoylenko
Customer Service Director at Cesar Satellite- Claim this Profile
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Bio
Anastasia (Nastia) Orkina
Galina led Customer Care team bringing strategy and discipline to this very demanding function. She has phenomenal work ethics and demonstrated ability to tackle very complex tasks with positivity, energy and commitment to achieving the results that is excellent.
Olga Kuznetsova
First and main thing which I admire in Galina is that she is full of energy, ready to launch and complete any new and complicated project. She is goal oriented with a strong feeling of deadlines. Her word is her bond, any time she promised to do something I got information from her. She is leader and at the same time great team-worker, her colleagues always likely become friends. I can highly recommend Galina as a real professional in telecommunication industry.
Anastasia (Nastia) Orkina
Galina led Customer Care team bringing strategy and discipline to this very demanding function. She has phenomenal work ethics and demonstrated ability to tackle very complex tasks with positivity, energy and commitment to achieving the results that is excellent.
Olga Kuznetsova
First and main thing which I admire in Galina is that she is full of energy, ready to launch and complete any new and complicated project. She is goal oriented with a strong feeling of deadlines. Her word is her bond, any time she promised to do something I got information from her. She is leader and at the same time great team-worker, her colleagues always likely become friends. I can highly recommend Galina as a real professional in telecommunication industry.
Anastasia (Nastia) Orkina
Galina led Customer Care team bringing strategy and discipline to this very demanding function. She has phenomenal work ethics and demonstrated ability to tackle very complex tasks with positivity, energy and commitment to achieving the results that is excellent.
Olga Kuznetsova
First and main thing which I admire in Galina is that she is full of energy, ready to launch and complete any new and complicated project. She is goal oriented with a strong feeling of deadlines. Her word is her bond, any time she promised to do something I got information from her. She is leader and at the same time great team-worker, her colleagues always likely become friends. I can highly recommend Galina as a real professional in telecommunication industry.
Anastasia (Nastia) Orkina
Galina led Customer Care team bringing strategy and discipline to this very demanding function. She has phenomenal work ethics and demonstrated ability to tackle very complex tasks with positivity, energy and commitment to achieving the results that is excellent.
Olga Kuznetsova
First and main thing which I admire in Galina is that she is full of energy, ready to launch and complete any new and complicated project. She is goal oriented with a strong feeling of deadlines. Her word is her bond, any time she promised to do something I got information from her. She is leader and at the same time great team-worker, her colleagues always likely become friends. I can highly recommend Galina as a real professional in telecommunication industry.
Credentials
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Симулятор управления продуктом на основе данных
GoPractice, IncOct, 2022- Nov, 2024
Experience
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Cesar Satellite
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Security and Investigations
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1 - 100 Employee
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Customer Service Director
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Dec 2015 - Present
• Customer service strategy of the company • Service standards and product quality management • Customer Journey Management • Automation and digitalization of service processes based on BigData • Inbound / Outbound sales, Upsell • Full cycle of personnel management, including remote ones • Launch of Premium service • Retention • Service channels - Voice calls - Messengers - Social media - Text & IVR BOT - Mobile app • Customer service strategy of the company • Service standards and product quality management • Customer Journey Management • Automation and digitalization of service processes based on BigData • Inbound / Outbound sales, Upsell • Full cycle of personnel management, including remote ones • Launch of Premium service • Retention • Service channels - Voice calls - Messengers - Social media - Text & IVR BOT - Mobile app
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beeline Russia
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Russian Federation
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Telecommunications
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700 & Above Employee
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Customer Care Director
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Aug 2014 - Nov 2015
• Service strategy for B2C and B2B customers • Service management at all points of contact: сontact centers, offices, partners' networks, online customer support • Operational management of the Distributed Contact Center (10 sites, more than 5,000 employees) • Uniform standards and seamless service across all channels and business areas • Customer Journey Management • WFM (Teleopti), CRM, Smart IVR / BOT, Speech Recognition • Remote work contact center operators • New Contact Center regional site (200 workers) in 2 months • In corporate customer service management • Lean Six Sigma project for corporate clients (17 initiatives in 6 months) Show less
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YooMoney
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Russian Federation
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Financial Services
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200 - 300 Employee
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Deputy Commercial Director
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Jun 2013 - Sep 2014
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Bank - T
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Moscow
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Head Of Sales Department
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Aug 2012 - Jun 2013
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MegaFon Retail
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Moscow, Moscow City, Russia
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Head of Department
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Jul 2010 - Nov 2012
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MegaFon
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Russian Federation
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Telecommunications
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700 & Above Employee
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Senior expert
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2006 - 2010
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Head of department
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2004 - 2010
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Education
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2021 - 2021
SberUniversity + INSEAD
Digital transformation in a new reality. -
2015 - 2015
Vlerick Business School
Mini MBA, Leadership development program. -
2006 - 2006
Novosibirsk State University (NSU)
Presidential continuing education program, Business Innovation Manager -
1997 - 2002
Siberian State University of Telecommunications and Information Sciences
Communication networks and switching systems.
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