Experience

Gabsys
• Gambling Facilities and Casinos
• 1 - 100 Employee
• Head of B2B operations

  • Nov 2022 - Present


Training & Development

• United States
• Business Skills Training

• CEO

  • Mar 2018 - Present

  Realized projects ✓ Business processes optimization & automatization ✓ ITIL & ISO standards implementation ✓ CRM implementation ✓ Project management ✓ Preparation of the corresponding documentation (policies, processes, procedures etc) ✓ Preparation of the technical documentation (BFR creation) ✓ Software research & implementation ✓ Contact Center setup & optimization ✓ Management Dashboards, interactive report tools creation etc. Realized trainings Staff management ▪ Manager’s Effective Interaction with Employees ▪ Team building Training ▪ Staff Motivation Skills ▪ "I'm a manager" course (14 modules) Communication skills ▪ Effective Interpersonal Communication ▪ Managing Without Conflicts ▪ How to Recognize and Resist Manipulative Behavior at Work ▪ How to Convey Information to Audience and Convince People ▪ Effective Negotiation Skills Personal effectiveness ▪ Time Management Skills ▪ Do you like to write reports? ▪ Decision Making Skills ▪ Enhancing Personal and Professional Effectiveness of Administrative Staff Marketing, sales, service ▪ Account Management ▪ Sales Increase through Effective Customer Service ▪ Telemarketing Skills Show less


SoftConstruct
• Belgium
• 1 - 100 Employee
• Head Of Customer Care @ Vbet

  • Jul 2019 - Jul 2022


Digitain

• IT Services and IT Consulting
• 1 - 100 Employee

• B2B Partner Support Director

  • Oct 2017 - Jun 2018

  ✓ Negotiations with the partners’ top management regarding the cooperation flow, development of the long-term strategies for the future growth ✓ Participation in the gambling exhibitions, establishment of new contacts ✓ Implementation of the tools for planning and realisation of the incoming tasks and requests from all partners ✓ Organisation and implementation of new processes and tools for B2B clients’ services ✓ Implementation of the account management institute by means of new methodology and tools development (creation of training and demo materials both for the partners and for the staff as well) as a result minimisation of new employees’ integration period ✓ Participation in monthly B2B sprint creation Show less



TotoGaming

• Armenia
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Customer Care Director

  • Sep 2014 - Jan 2018

  Customer service structure creation with the corresponding departments and directions: Multichannel & multy language contact center ✓ Local market unit ✓ Separate contact center for the external market ✓ B2B partner 2nd line support service unit ✓ Retention unit (for local market) ✓ Service Desk (internal user’s task management) Financial Risk Operations Department ✓ Monitoring of the payouts/coupons from the Betshops & online payment methods ✓ First and second level fraud monitoring ✓ Betshops limit management Quality Assurance Monitoring & Reporting Department ✓ Chat and Call assessment ✓ Creation of all types of the reporting of the customer support quality and availability ✓ Claims processing direction mainly with the legal focus The main activities of each department (besides the regular responsibilities) ✓ Budget management ✓ Estimation of the workload increasing ✓ Procedure creation/implementation for each department ✓ Creation/implementation of the tools for the activities of each department ✓ Creation/implementation of the tools for control and reporting ✓ Optimization and search for the new software and administrative solutions ✓ Ensure of an optimum balance between the service quality and the cost for its organization ✓ Optimization of the division work technology Show less

• Co-owner & Business Consultant/Trainer

  • Jul 2013 - Aug 2016

Rosgosstrakh Armenia
• Freelance Business Consultant

  • Nov 2014 - May 2015


Beeline Armenia

• Armenia
• Telecommunications
• 1 - 100 Employee

• Head of Commercial Customer Care (Outsource Solutions)

  • Sep 2011 - Aug 2014

  ✓ Search and attraction of the new commercial clients for outsourcing call-centre✓ Implementation of the new projects (call-centre start-up & setup)✓ Optimization of the division work technology ✓ Follow-up of contract requirements regarding the services of outsourcing call-centre for commercial clients (banks, supermarkets, insurance companies, etc.)✓ Ensure the required percentage of sales through service ✓ Ensure of an optimum balance between the service quality of commercial clients and the cost for its organization ✓ Control of work and productivity of supervisors’ work✓ Organization and conducting certification for the staff ✓ Provision of intercity and international connections services for the clients of the fixed connection✓ Development of department’s reporting system✓ Reporting of Department activities Show less

• Group leader in Call Center

  • Feb 2008 - Sep 2011

  ✓ Providing informational service by phone to current and potential mobile network clients of the Company✓ Providing consultation and maintaining clients of the Company's mobile network✓ Controlling the execution of treaty obligations towards mobile network clients✓ Maintaining and controlling client data collection through verbal communication, with the purpose of improving the quality of customer service✓ Compiling progress, daily, weekly and monthly group reports✓ Participating in testing of new products and services✓ Development, introduction and controlling the system of material and non-material motivation of employees✓ Interaction with DIT (Directorate of Informational Technologies) in case of possible failures in operations of the Company's mobile communication✓ Monitoring the implementation of corrective measures of incidents✓ Ensuring the necessary percentage of sales through service (for incoming and outgoing calls) Show less

• Shift Leader at Call Centre Department/

  • Jun 2006 - Feb 2008

  ✓ Control and maintenance of quality service of subscribers✓ Organization and control of continuous, 24-hour work process✓ Preparation of various reports and data for marketing research✓ Revealing and solving conflict situations with the subscribers✓ Controlling the teamwork of the entire staff as well as labor productivity of separate employees✓ Timely delivery of information to Call Center Operators required for working with subscribers✓ Working in direct contact with all “ArmenTel” departments✓ Assembling of shift schedules and annual vacations of Call Centre employees✓ Preparation of employee time sheets Show less



INGO ARMENIA Insurance CJSC

• Armenia
• Insurance
• 1 - 100 Employee

• Freelance Business Consultant

  • Oct 2012 - Mar 2013

  ✓ Optimization recommendations ✓ Description of necessary changes ✓ Creation of service standards, procedures, KPI ✓ Reports Development etc. ✓ Optimization recommendations ✓ Description of necessary changes ✓ Creation of service standards, procedures, KPI ✓ Reports Development etc.



"Vanessa" Ltd

• United Kingdom
• Individual and Family Services

• Sales manager

  • 2004 - 2005

  ✓ Responsible for sales of print advertising services ✓ Analysis of commodity market and pricing policy ✓ Expansion of commodity market through the attraction of major customers ✓ Responsible for sales of print advertising services ✓ Analysis of commodity market and pricing policy ✓ Expansion of commodity market through the attraction of major customers