Experience

lifecell Ukraine

• Ukraine
• Telecommunications
• 700 & Above Employee

• Telesales and Customer Service Process Management Expert, Product Owner

  • Jul 2020 - Present

  - launching of new projects to improve the customer experience;- working in Product Owner and Product Manager roles;- building, support, and controlling of customer service processes;- preparing and completing action plans for Telesales & Cross sales revenue increase;- controlling and quality evaluation in all channels of Contact Center (calls, chats, social media);- regular analyzing of CX metrics (NPS/CSI);- controlling and tracking Contact Center performance and KPIs including SL, AR, ACHT, Forecasts, etc;- collecting, studying, and analyzing voice of customer for products/services;- improvement of service procedures and project learning processes;- measuring and increase the satisfaction of customers;- leading and training the Customer Experience and Contact Center Management team;- working closely with other departments and Contractors’ Company divisions. Show less

• Leading Telesales and Customer Service Process Management Specialist

  • Feb 2020 - Jul 2020

  - building, support and controlling of customer service processes;- preparing and completing action plans for Telesales & Cross sales revenue increase;- controlling and quality evaluation in all channels of Contact Center (calls, chats, social media);- regular analyzing of CX metrics (NPS/CSI);- controlling and tracking Contact Center performance and KPIs including SL, AR, ACHT, Forecasts, etc;- collecting, studying and analyzing voice of customer for products/services;- improvement of service procedures and project learning processes;- measuring and increase the satisfaction of customers;- working closely with other departments and Contractors’ Company divisions. Show less



Global Bilgi (Ukraine)

• Ukraine
• Telecommunications
• 1 - 100 Employee

• Quality Process Manager

  • Apr 2018 - Jan 2020

  - development of customer experience strategy;- building, support, and control of customer service processes;- launching of sales projects in the Contact Center (Telesales, Cross sales);- controlling and quality evaluation in all channels of Contact Center (calls, chats, social media);- collecting, studying, and analyzing the voice of the customer for any product/service;- making regular analysis of CX metrics (NPS/CSI);- improvement of service procedures and project learning processes;- measuring and increase the satisfaction of customers;- organizing activities to improve sales performance (Telesales, Cross sales);- leading and training the quality team and collaborate with other departments on topics related to quality;- interaction with the Customer Company's divisions to improve the service processes. Show less

• Head of Contact Center Operational Unit

  • Feb 2014 - Apr 2018

  - development of customer experience strategy and providing its implementation and integration to the company’s overall strategy;- controlling and tracking Contact Center performance and KPIs including SL, AR, ACHT, Forecasts, etc.;- leading and training the Operational Unit team (10+ team leads) in three locations (Sumy, Dnipropetrovsk, Kharkiv);- identifying and resolving problems, preparing and completing action plans;- communicating with clients on operational issues, Ensuring a High Service Level of the Contact Center within all existing projects;- working on motivational programs for staff (bonus systems, gamification, etc,);- interaction with other departments to improve KPI processes;- working closely with Customers’ Company divisions to improve the service processes. Show less

• Senior Team Lead

  • Jun 2013 - Feb 2014

• Team Lead

  • Jul 2011 - Jun 2013