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Work experience

Technical Director

from 10.2018 to now (5 years 7 months)
IT

Management of 2 teams in:
•Ukraine (the team was formed from scratch; as a result – own CRM system was developed)
•Central America (support and development of Service Desk + Omnichannel systems for technical support services).

•A new CRM system with integration to Twilio / Ring Central services and payment systems was developed; business was migrated from several systems to a new product, that allowed to direct the released budget funds to business development;
•Implemented the process of control of the technical support agents’ work quality (QA Scorecard electronic document management), which made it possible to assess the qualification level of a first-line employee, increase the involvement and motivation of staff;
•Implementation and tracking of KPI made it possible to reduce the average service time by 3 times; as a result, new clients and additional profit were attracted without expanding the staff;
•The billing process has been automated; a tool has been created for automatic reporting for the company's customers

Operational Director

from 03.2018 to 10.2018 (7 months)
Car holding, used cars project (buying out, trade-in, sale, import of used cars), Kyiv (Automotive)

•The target plan of buying out and selling of cars was achieved;
•Buying out cars through the trade-in has been improved from 1.5% to 25% of new car sales;
•Opened branches in 5 cities with a full cycle of customer service;
•Unique for the Ukrainian market financial products for the sale of used cars were implemented: an extended
•warranty for used cars (40% of total sales), insurance (CMTPL – 90%, MOD insurance – 20%), loans (25%), leasing (10%), trade-in used cars on used cars (30%);
•Set up internal business processes that made it possible to keep inventory turnover at a level of no more than 30 days;
•On the basis of a corporate contact center, organized a customer service and quality control service, which allowed to communicate with clients about cars’ buying out and sales without purchase and sales department.

Operational Director

from 01.2010 to 02.2018 (8 years 1 month)
Car holding, Kyiv (Automotive)

•Introduced an electronic system of budgeting for income, cash flow, internal transfer pricing, a payment calendar and payment control for all financial responsibility centers, which made it possible to control cash flows online automatically;
•Optimized the management structure of the holding, developed and implemented KPI for all positions;
•During the economic crisis, optimized costs and company staff, that helped to save profitability of the business; A project office of holding was created to analyze and make decisions on development vectors;
•Implemented a strategic development plan for the holding;
•Implemented an electronic document management system for an external dealer network (purchase, payment, reporting, service and warranty);
•Implemented an electronic reservation system for freight cars for the Client, which allowed halving inventory stocks without reducing sales;
•Implemented a CRM system to control the processes of car sales, service, buying out of used cars, implementation of financial services with close integration with contact center and service stations processes.

Education

Kharkov National University of Radio Electronics

Faculty of Electronic Engineering, Department of Microelectronics and Electronic Devices Electronic Engineer (Master degree, Graduate School), Kharkiv
Higher, from 1992 to 1999 (6 years 11 months)

Knowledge and skills

Language proficiencies

• English — above average
• Ukrainian — fluent
• Russian — fluent

Additional information

Key information:
•Over 18 years of management experience in organizational development;
•Successful experience in project management: improving the efficiency, optimization and automation of business processes;
•Strategic planning of business development: development and implementation, formation and adjustment of business processes;
•Practical knowledge about the financial planning, budgeting and reporting system management;
•Strategic thinking (systematic, logic, ability to predict the result);
•Able to form and manage effective team (from 50 employees);
•Able to achieve the expected result with the optimal resources.
Professional skills:
•Successful launch of new areas and projects from scratch;
•Organizational and managerial structure creation (knowledge of various methodic, methods and algorithms);
•Development and implementation of tools for business performance improving;
•Planning and consolidation of financial and quantitative goals for business with a large number of financial responsibility centers and types of activities;
•Understanding of key operations and basic knowledge on financial and tax accounting, personnel records; Recruitment, training, motivation, retention of staff;
•Formation of effective interaction between departments;
•Conflict resolution;
•Preparation of presentations, consolidation and visualization of materials;
•Successful implementation of enterprise management software systems (management and financial accounting, CRM, ERP, budgeting);
•Able to work with Microsoft Dynamics CRM, Navision, Axapta, Salesforce, IBM Cognos, Tableau, 1C; Development and administration skills: MS SQL & amp; DBA, T-SQL, Microsoft VBA, Active Directory Administration, Exchange Administration.