Customer Excellence Manager/Project Manager

• Jul 2023 - Present

Fellow Coach

• Jan 2020 - Present

Coaching Middle & Top Managers of multinational, innovative and progressive companies (FMCG, Finance, Banking, Technology and other industries) in Russian, Spanish, French and English to drive impact across multiple use cases: - Career Development & Life Transitions - Leading in times of stress and uncertainty - Culture change integration - Leadership competencies, training & L&D programs, succession planning, company-wide leadership & wellness - Diversity & Inclusion - Preparing for difficult conversations, debriefing critical feedback, de-escalating conflict, managing stressful moments - Working parents Show less

International Project Lead / Руководитель международных проектов

• Oct 2020 - Oct 2021

Area Field Coach for Retail Excellence EMEA (Europe, Africa, Middle East)

• Dec 2017 - Nov 2020

Playing a strategic role in driving sales productivity and engaging client experiences for Global Travel Retail Division Conducting regular individual/ group coaching/ in-room training for Pernod Ricard Duty Free sales teams in Amsterdam, Frankfurt, Munich, Bucharest, Tunis, Johannesburg, Moscow Regularly visiting GTR key strategic Pernod Ricard points of sale at international airports to train and coach front line staff (dedicated Brand Consultants, retailer generic staff and activation agencies’ staff) to ensure developmental observations of travellers’ profiles, service, activities and to provide guidance on visual merchandising, to develop industry knowledge Working as part of the Training Development Team to design virtual training modules for Business Units Preparing and sharing monthly reports/KPIs Collaborating with key stakeholders in business units, retailer and external manpower management agency to support the execution of the GTR & local business plans Driving virtual support to Travel Retail Business Units by means of: weekly virtual in-depth coaching sessions on adapting Brand Ambassadors selling process, reinforcing Shopper Styles/Buying Triggers, coaching on product categories & key brands (whisky, cognac, gin) virtual group engagement sessions to increase emotional support, share information and best practices and strengthen Brand Ambassador Community of EMEA Implementing and adapting e-learning platform for Business Units of EMEA Providing qualitative and quantitative monitoring and analysis of learning results measured against Pernod Ricard sales battlegrounds, selling competencies evaluation Delivering virtual and classroom training courses to address the following topics : Pernod Ricard Sales Method, Maximizing Traveler Basket Size, Shopper Styles & Buying Triggers, Up-selling, Handling Objections, Cross-cultural Topics, Brands & Portfolio Induction, Sales in the New Normal (during and after COVID), 10 Points of Perfection (in store safety) Show less

Accredited CapKelenn Retail Coach

• Jun 2017 - Dec 2019

Training & consulting company specialized in Retail Coaching. Over 30 sectors in 8 countries, with 3,000 executive coaching sessions, founder of the Capkelenn Retail Coaching© method.  Conducting on-demand team coaching sessions and individual sessions for large Retail Groups and stores (Roche Bobois, Women’Secret etc.) Training & consulting company specialized in Retail Coaching. Over 30 sectors in 8 countries, with 3,000 executive coaching sessions, founder of the Capkelenn Retail Coaching© method.  Conducting on-demand team coaching sessions and individual sessions for large Retail Groups and stores (Roche Bobois, Women’Secret etc.)

Acting Director of Human Resources (covering mat. leave)

• Apr 2017 - Dec 2017

In the absence of HRD, I was managing a team of 4 people and overseeing recruitment at all levels and all HR administrative functions (adherence to labour law, hiring/dismissing processes, labour relations and disciplinary action, payroll etc.). Training function remains my priority and is described below.

Head of Training & Organizational Development Department

• Sep 2013 - Dec 2017

Established the Hotel Training and Internal Coaching System “from scratch” (Training Needs Analysis, creating a base of operational, management and sales trainings and conducting them for all levels of employees, conducting coaching sessions for personal growth and team effectiveness at all levels, developing leadership potential, conducting Team Coaching sessions and strategy sessions)Worked in close cooperation with Department Heads on realization of the following projects: Coaching Center, Mentorship Program for Middle Managers, Hogan Assessment for Top Management Team, e-learning (e-Cornell Programs)Was responsible for all internal communication and events for employeesManaged a group of Departmental Trainers by monitoring their monthly training calendars, arranging meetings and managing all their training activities, conducted Train the Trainer Courses Recruited and worked with outside Trainers and Training Companies on the market to conduct training courses for Middle Managers, Department Heads and Directors.Introduced and managed annual Employee Opinion Survey (Gallup Survey)Organized Campus Recruitment trips to universities and other educational facilities to develop, motivate and recruit hospitality and service industry studentsWorked in close partnership with Swiss and French Hospitality Schools to recruit trainees for the HotelLed presence in professional communities (HR Forums, ICF Forums, Rostourism Federal Agency) and social media (Facebook Group INMETROPOL, Instagram) and participated as a speaker in professional round tables, ratings and awards (Annual Hospitality Awards, RosTourism Round Table etc.)Developed and adapted training materials, multimedia visual aids and other educational materialsIntroduced a system of “service spot checks” following the results of Mystery Shopper Visits (Leading Quality Assurance)Diagnosed potential organizational problem areasPrepared and conducted webinars for Azimut Hotels Group Show less

Assistant to the Director of Human Resources

• Oct 2011 - Sep 2013

 Managed the recruitment process and developed talent acquisition strategies (positions hired in TV Production: Producer, Reporter, Host, Cameraman; in IT and Web content: IT infrastructure specialist, Software Engineer/Developer, QA Analyst, Graphic/Interface/Web Designer etc.  Drafted job descriptions, developed recruitment assessment tools and coordinated the logistics and administrative aspects of the various training activities.  Provided managers with guidance and coaching, identified training opportunities and collaborated with managers to develop solutions to organizational challenges (in a context of change and organizational restructuring).  Advised and coached managers and employees on the interpretation of the collective agreement and HR policies (payroll, benefits, health & safety, conflicts, harassment, labour relations, pension plan, disability)  Supervised new employees’ orientation and on-boarding process.  Established and maintained business connections with partner employment agencies and training organizations. Show less

Training Manager / Human Resources Manager

• Mar 2008 - Oct 2011

 Acting as the first point of contact for organizational development and learning services  Identifying training and development needs by analyzing Hyatt’s financial and customer survey results, operational challenges and employee performance  Conducting Hyatt Orientation training for new employees as well as Hyatt General and Management trainings such as Service Excellence, Time and Task Management, Coaching, Selection and Interviewing  Designing and implementing on-the-job trainings for line employees  Developing and organizing training materials, multimedia visual aids and other educational materials  Working with Department Managers on post-training action plans and tracking training effectiveness by testing and evaluation procedures  Assisting Department Managers in identifying internal candidates for Corporate Management Training Programs and drawing up appropriate development plans  Preparing the training and development budget, scheduling expenditures, processing educational reimbursement requests  Administered Harvard Manage Mentor E-Learning Program  Recruitment and HR Generalist functions. Show less

Bilingual Travel Sales Specialist (French/English)

• Jul 2007 - Mar 2008

 Serviced incoming customer calls by responding to general inquiries and requests for information in French and English  Provided travel information to customers regarding destinations, transportation and accommodation options Booked, up-sold and cross-sold items in the reward portfolio such as entertainment, sports, leisure, and retail certificates, along with flights, cars, hotels, travel insurance and other travel services  Booked, up-sold and cross-sold non travel rewards such as electronics, gift cards, leisure and outdoors items  Achieved and exceeded Airmiles Insurance Sales target of 70% on a monthly basis  Handled and analyzed all escalated call issues and take appropriate resolution to ensure that the customer needs are met and to follow through with First Contact Resolution Dealt with ad hoc changes and difficult queries in a patient and professional manner Show less

Training Manager

• Jul 2004 - Jun 2007

Identified all the training needs required for the Hotel of 500 employees Developed yearly and monthly Training Calendars Developed, updated and conducted 15-20 monthly Company General Training and Management Training Courses: Orientation for new hires, Service Excellence, Up-Selling courses, Competencies etc. Administered the e-learning L5 Training Programs In cooperation with Department Heads, coordinated and monitored Departmental Management Identified candidates both internally and externally for Corporate/Management Programs and drew up appropriate Programs Ensured that the service standards are strictly adhered to in the hotel operation Followed up on Departmental actions after the Consumer Audit Report (“Mystery Guest”) Performed the spot checks during the hotel operation as well as mystery calls Internal Communications: Was responsible for the compilation and implementation of the Employee Handbook, Employee Annual Magazine, Employee Flash Report. Was responsible for the organization of Corporate Events for the Hotel, namely: Annual Staff Party, Monthly Birthday Parties, Departmental Outings, Family Days. Was responsible for the effective running of Employee Communication System, namely: Internal Memos, Personnel Appointment Announcements, Internal Vacancies Announcements etc. Personnel & Recruitment Functions Assisted the Director of Human Resources in the smooth and efficient running of the Human Resources Department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to. Conducted job interviews during high personnel turn-over periods. Administration and Budgeting: Planned the Hotel’s Training Budget, recommended the purchase of training equipment and materials Maintained a computerized Training Record system Was responsible for creating Training Reports on Training Attendance and Performance Assisted all Departments in preparing for the on-line Yearly Employee Opinion Survey Show less