Experience

X5 Digital

• Russian Federation
• IT Services and IT Consulting
• 100 - 200 Employee

• Head of Customer Experience and Service

  • Jan 2023 - Present



Delivery Club

• Russian Federation
• Technology, Information and Internet
• 100 - 200 Employee

• Project Manager (Client Service Experience Development) Business Development Department

  • May 2021 - Dec 2022

  Comprehensive audit of points of contact with B2C clients. Development and automation of processes within the product to positively change customer metrics. Changing the approach to communication with customers, including robotization and automation. Designed and implemented: Comprehensive Customer Service & Journey Map; Communications map with B2C clients; Created a standardized technical support process (Bug Report). Introduced from "0" an ITSM system, and WFM system. Developed ROICX metric and RR after support. Developed an interactive support robot (AI & ML based model) Optimised costs on support, introduced ENPS and Exit interview. Show less



Aeroflot - Russian Airlines

• Airlines and Aviation
• 700 & Above Employee

• Head of quality monitoring group

  • Mar 2018 - Apr 2021



Yamaguchi group Plc

• Moscow, Russia

• Head of quality control division

  • Aug 2016 - Mar 2018



Теплый Стан АН

• Ufa, Russian Federation

• Deputy Director for Commercial Real Estate

  • Mar 2013 - Aug 2016



Группа Компаний

• Референт-Фрилансер

  • Nov 2012 - Mar 2013