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Olga Kalugina
Operations / Commercial Director
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[open contact info](look above in the "contact info" section)

Kyiv

A professional with many years of practical experience in both: sales and operations. Long-term experience in
managing business processes of an international company in Ukraine; extensive practical experience of successful
sales and customer and supplier relationships; good knowledge of Ukrainian and international methods of product
management; management of a team more than 20 people; experience in tender platforms, successful crisis
management over a long period of time; good leadership and management skills, which is confirmed by the
successful career development of the manager, leader.
.

WORK EXPERIENCE

Operations director November 2021 – present
ALD UA / Ayvens UA Financial services
▪ Liaise with superior to make decisions for operational activities and set strategic goals
▪ Plan and monitor the day-to-day running of business to ensure smooth progress.
▪ Supervise staff from Customer Service Management, Tires management, Customer Experience and Back office,
Insurance, Pool fleet, Procurement and provide constructive feedback.
▪ Regularly evaluate the efficiency of business procedures according to organizational objectives and apply
improvements.
▪ Manage procurement processes and coordinate material and resources allocation. Supervise tenders.
▪ Oversee customer support processes and organize them to enhance customer satisfaction.
▪ Review financial information and adjust operational budgets to promote profitability and savings.
▪ Revise and/or formulate policies and promote their implementation.
▪ Manage relationships/agreements with external existing and new suppliers.
▪ Evaluate overall performance by gathering, analyzing and interpreting data and metrics.

Achievements:
▪ Development, implementation, and control of Operational strategy in terms of efficiency, cost savings,
compliance.
▪ Successful development and implementation of KPI and incentive system for Operational department
▪ Signing of Profit-Share agreement with Insurance companies, which brings additional profit of 530 K EUR for 2
years, keep loss ration the level no more than 80% with no changes in insurance tariff over past 4 years

▪ Continues improvement of NPS for drivers and customers.
▪ Implementation and control of service maintenance strategy which brings 30% of savings for maintenance
budget.

Commercial director November 2016 – November 2021
ALD UA Financial services
▪ Strategical sales planning per month, per quarter, per year
▪ Operational management of commercial activity
▪ Management of Sales and Sales Support department (12 employees)
▪ Search and attraction of new clients, communication, support, and relations development with existing ones –
international companies.
▪ Development of marketing activities to increase sales and maintain customer loyalty.
▪ Organization and analysis of customer satisfaction survey. Development of further action plan to increase
customers loyalty.
▪ Setting tasks for managers, control and monitor of its execution.
▪ Control of receivables
▪ Negotiating with clients and concluding contracts, personal management of key accounts
▪ Market analysis, competitors, and demand monitoring

Achievements:
▪ Development, implementation, and control of Sales plan on monthly quarterly, yearly basis
▪ Successful development and implementation of KPI and incentive system for Sales department
▪ Increase of customer’s portfolio for 15%, company’s fleet for 30% (more than 1000 cars). Totally signed more
than 5000 cars
▪ Successful development of the company's strategy in terms of new product promotion and implementation (Full
Service Lease). As of today, 70% of company’s fleet is under Full Service contracts.
▪ Development and implementation of tasks and cases control scheme through CRM/Salesforce
▪ Optimization of internal agreement and confirmation process (CRM / Salesforce)

Head of Sales support division November 2015 - November 2016
ALD UA Financial services
▪ Search of new customers, maintaining of fruitful partnership relations with existing ones
▪ Experienced in working with large amounts of information (advanced user of MS Excel).
▪ Constant market monitoring and tracking the activities of the company's nearest competitors, followed by the
provision of relevant information in the form of summary analytics to the management on a weekly basis
▪ Participation in tenders, preparation of quotations and tender documentation for vehicles purchase by
international companies
▪ Managing a department of 5 managers, setting operational tasks daily, department employee’s trainings,

Achievements:
▪ Increase of customers portfolio (international companies) for 25%, company’s fleet for 10% (more than 500 cars)
▪ Development and further implementation of effective Sales support department structure
▪ Successful development and implementation incentive system for Sales support department

Sales manager September 2007 -August 2013
ALD automotive Financial services
▪ Search and attraction of new customers, quotation preparation, negotiation and signing of agreements
▪ Credit risk analysis
▪ Cooperation and communication with the customers after lease agreements signing
▪ Negotiation with dealers / suppliers, organization of tenders for vehicles purchase
▪ Participation in tenders, preparation of quotations, tender documentation

Sales expert May 2006 -September 2007
ALD automotive Financial services
▪ Market analysis, forecast and analytics of market changes
▪ Sales plan follow up
▪ Statistic reports of commercial activity
▪ Analysis and monitoring of the company's activities in comparison with competitors
▪ Sales plan, sales modeling
▪ New customers communication, quotation customer support
▪ Negotiations with customers / dealers / suppliers
▪ Monthly lease payment calculation in accordance with customer request, preparation of commercial offers,
preparation and signing of lease agreements

Customer service assistant August 2004 –May2006
ALD automotive Financial services
▪ Negotiations with customers
▪ Negotiations with dealers / service stations
▪ Preparation of documents for Delivery / Returns processes
▪ Statistics reports for Customer service department
EDUCATION

▪ September 1999 – February 2005: National Aviation University, Aviation and Cosmonautics Department,
received specialist degree.
▪ September 1999 - June 2010: National Aviation University, Finance, received specialist degree

KEY COMPETENCES

▪ Sales management ▪ Development of functional requirements
▪ Operational management ▪ KPI development
▪ Strategical planning ▪ Development of incentive systems
▪ HR management ▪ Follow-up decisions
▪ Crisis management ▪ MS Office (Word, Excel, PowerPoint, Project,
▪ Business processes optimization Outlook)
▪ Business metrics analysis ▪ MS Excel (advanced used)
▪ Business processes analysis ▪ CRM
▪ Project management ▪ Webcon
▪ Business requirements development

PERSONAL QUALITIES

▪ Analytical skills
▪ Result oriented
▪ Responsibility, punctuality
▪ Systematic approach to solving professional problems
▪ Ability to build business processes aimed at efficiency and enhanced productivity
▪ Ability to work both in a team and independently
▪ Ability and desire to acquire new knowledges and skills
▪ Strong leadership qualities
▪ Developed managerial skills: prioritization, goal setting, follow-up, team building
▪ Experienced in working with large amounts of information

LANGUAGES

▪ Ukrainian – native
▪ English – fluent
▪ French – base
ADDITIONAL INFORMATION

▪ Driving license category B (МТ / АТ), driver experience starting from 2006
▪ Accountant degree (Account courses 2004)

HOBBY

▪ bodybuilding, painting