Head of Delivery Management, Digitalization & Data

• Jul 2020 - Present

• Responsible for execution of Strategic Digital Roadmap, delivery of “Internal digital transformation, process improvements”, “Gain control and improve digital customer interfaces” and “Fix Integration” programs and projects within the given target time frame and budget for Telco Group of companies (MNO plus ISP). • Authored initiation stage, Project Charter Development, PIP development & Execution, Project Monitoring and Closure. • Coordinated 20+ client-vendor activities within the same project (follow on each project stage including but not limited to procurement planning, contracting follow-up, e.g. ASR, PO, CPA etc., cashflow management, execution oversee, claims management, steering committee facilitation etc.)• Was in charge of execution of CDO charter, programs & projects within the given target time frame and budget. • Authored initiation stage, Project Charter Development, PIP development & Execution, Project Monitoring and Closure. Show less

Head of Channel Projects and Procedures unit, Customer Care and Digital area

• Apr 2017 - Jul 2020

• Monitored and provided regular status reports to all stakeholders; resolved or escalated obstacles; facilitated conflict resolution; aligned next steps to ensure success on project’s progress.• Developed, managed, implemented and supported of 8 different channels (Front offices, Contact Centers, Dealer, Distributor, Reseller, B2B Sales and Services, D2D Sales and Services) related projects of 2 MNOs and more than 7 Fixed Service Providers. • Managed strategic positioning and development of group business entities’ CX and Customer Centric business policies, processes, and procedures.• Planned, organized, lead, executed, controlled, and reported on management of targets and resources of MNP, Digital Trade Hub, Online Sales and Services projects. • Run implementation and monitoring of B2C and B2B Sales, FO and CC channels’ related projects and business processes flow.• Supervised strategic development of company policies, processes, and procedures in all points of contact with customer. Show less

Head of Project and Processing sub unit, Sales devision (B2C & B2B)

• Mar 2013 - Apr 2017

• Steered maintenance of business processes related to full customer life cycle.• Directed revision and maintenance of business processes relevant and up to date.• Provided direction and support to the departments and teams working on the projects.• Lead on management of targets and resources. • Derived implementation and monitoring of B2C and B2B related business processes flows.

Project Manager, Corporate Strategy Department

• Feb 2012 - Mar 2013

• Organized planning, development, changes, risk, communication, evaluation, implementation, and follow-up on assigned projects (Consumer Handset installments, PCRF, CRM, Loyalty program). • Initiated and/or facilitated the definition of project scope, goals, and deliverables.• Developed full scale project plans; schedule timelines; identified the resources needed for the projects. • Defined projects budget (100-500K USD) requirements as per Company procedures.• Provided direction and support to the departments and teams working on the projects.• Conducted multiple cross-functional projects simultaneously. Show less

Trade Marketing and Sales Logistics supervisor, Retail Sales and Distribution department

• Oct 2010 - Feb 2012

• Allocated and managed of the staff in accordance with changing requirements.• Communicated and negotiated with customers and vendors/suppliers.• Cooperated with marketing department for proper application of new products.

Customer Experience Specialist, Customer Experience Department

• Nov 2009 - Oct 2010

• Assisted for customer data processing and structuring.• Supported customer segmentation and loyalty programs concept development and implementation.

Administrative Support Supervisor

• Mar 2009 - Nov 2009

• Managed stock and all administration routines regarding Customer Care and Roaming divisions.• Handled all administrative requests from sub departments.• Was in charge of opening & rebranding express shops

Customer Service Representative

• Nov 2007 - Mar 2009

Trader analyst

• Oct 2006 - Nov 2007