Experience

Zakupivli.Pro

• Ukraine
• Technology, Information and Internet
• 1 - 100 Employee

• Head of Customer Support and CRM

  • Apr 2021 - Present

  - Organization and control of Customer’s support via phone, online chat, mail, Viber, Telegram - Organization and control of Technical support - Manage quality control process - Optimization of business processes in the department - Implement and manage of the new CRM - Develop and Implement a sales and customer support strategy in CRM - Organization and control of Customer’s support via phone, online chat, mail, Viber, Telegram - Organization and control of Technical support - Manage quality control process - Optimization of business processes in the department - Implement and manage of the new CRM - Develop and Implement a sales and customer support strategy in CRM



Forward Bank

• Ukraine
• Banking
• 1 - 100 Employee

• Project Manager

  • Sep 2019 - Apr 2021

  - Responsibility for customer service projects (CRM, Chat Bot, NPS) - Collection and formation of business requirements (interaction with process owners) - Preparation of technical specifications - Manage of development team - Сontrol of compliance of the development result with business requirements - Responsibility for customer service projects (CRM, Chat Bot, NPS) - Collection and formation of business requirements (interaction with process owners) - Preparation of technical specifications - Manage of development team - Сontrol of compliance of the development result with business requirements



OMEGA LLC

• Kharkiv, Ukraine

• Head of Remote Sales

  • Nov 2012 - Dec 2018

  - Organization of Customer’s orders receiving and processing via phone, Skype, mail, Viber - Optimization of business and sales processes in the department (product reservations, algorithms of checks in the accounting system for the possibility of shipment, software implementation of all changes in the Company's sales policy, etc.). More than 50 improvements of the accounting system were carried out in order to optimize and increase sales efficiency - Implementation and monitoring of key performance indicators of the СC and the back office (100 employees) - Implementation of the system for assessment of quality of the CC provided services and auto parts selection Show less



OSDirect

• Ukraine
• Advertising Services
• 1 - 100 Employee

• Head of Telemarketing

  • Apr 2011 - Oct 2012

  - Coordination of telemarketing direction at 2 sites (Kiev, Vinnitsa) - Control and responsibility for the financial performance of the department - Ensuring the effective use of telemarketing workplaces in Kiev - Control of qualitative and quantitative indicators of the telemarketing department - Coordination of supervisors work, participation in the recruitment process - Planning the necessary number of operators for future TM projects and monitoring compliance the actual plan with the target one - Selection, testing and implementation of new software in existing business processes for outbound telemarketing Show less