Experience

Mosaic Media

• United States
• Advertising Services
• 1 - 100 Employee

• Senior Account Manager

  • Jun 2016 - Present

  Working with client’s accounts in Social Networks, reducing answer time, developing new procedures within group on agency side and clients’ side. Organization of SN events, contests, giving out different reports and researchesI reduced answer time from 24h to 2h in all social networks for client (around 2M users and more than 20,000 comments a day)I trained two groups of moderators (40 ppl)I insisted on and launched chat-bot, so it gives around 19,000-20,000 answers a day (maximum 100 000 answers a day during one campaign)Different SN activities within our groupsProjects w/ opinion leadersDocument flow



MTS Group

• Russian Federation
• Telecommunications
• 700 & Above Employee

• Senior specialist of Social Media Monitoring group

  • Feb 2015 - May 2016

  Dealing with clients’ questions via social networks. Conflict management, solving issues on different levels of responsibilities, developing and initiation of new procedures of client experience

• Specialist of Service Monitoring group

  • Oct 2013 - Jan 2015

  Reviewing accuracy of written answers for clients questions via e-mail or chat.Reviewing accuracy of request handling of individuals, handling claims, handling of mobile number portability accuracy, incident handling.Reporting.Developing new internal procedures



JSC Holding MRSK

• Utilities
• 1 - 100 Employee

• engineer 2 kat

  • Aug 2008 - Oct 2013

  Working on documentation for users to be included in electric network, running penalty acts for illegal consumers in conjunction with Legal Dept. and Finance Dept. Working together with sales organization on the issue of new customers and declining debtors of more electricity. Handling about 300 contracts (about 10% throughout the whole city) of industrial customers, working with timesheet up to 360 people, AMR systems, making invoices, drawing schemes, maps, adjustment of digging for electric cables