Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/7389327

Work experience

Communications Manager

from 03.2019 to now (5 years 2 months)
COAF (Children of Armenia Fund), Yerevan (Non-profit organization)

- People management
- Budgeting and strategic planning
- Staff training and coaching
- Digital marketing (Google Ads, SEM, SMM)
- Content creation (Written, video, audio (podcasts))
- Video scripting and creative writing
- Website management
- Media relations and PR
- Events management

Achievements in numbers:
- 63% increase of the Facebook audience within a year
- 32% organic increase of the Instagram audience within 7 months
- 94% increase of LinkedIn audience within 7 months

Head of Marketing and PR Department

from 12.2017 to 03.2019 (1 year 3 months)
Orange Fitness Premium Club, Yerevan (Fitness)

- Managing the team of Marketing and PR
- Creative content and visual production (blog, photos, posters, banners, video ads)
- Events management
- Website management
- Designing special promo offers

Marketing Communications Manager and Head of Customer Care

from 03.2017 to 12.2017 (9 months)
Gamble Beast, Yerevan (Gaming software development)

- Marketing content creation for B2B market
- Events organization
- Establishing and managing Customer Care Department

Quality and Information Division Manager

from 07.2016 to 03.2017 (8 months)
Ucom, Yerevan (Telecommunications and networking)

- Management of the team (consisting of 20 employees) responsible for training and communication, quality control inside Customer Care Department
- Internal communication, social media communication, offering various communication scripts and guidelines to front line staff for different, complicated, delicate situations in customer service
- Training planning for Customer Care targeted at quality improvement and meeting business targets
- Interface person within transversal cooperation of Customer Care with other departments
- Working on products/services specification documents through the company's TTM (Time to Market) process
- Editing and confirming SMS/e-mail/mail texts sent to customers
- Ensuring internal communication and up to date base of data/knowledge for the front line to be able to answer the questions/satisfy requests of the customers in 24/7 mode
- management of customer care in the social network domain
- front line employees recruitment interviews and final feedback provision
- setting KPIs for the team members, evaluating each of them
- reporting (certified report builder)

Achievements:

- Effective cooperation and implementation of action plan in scope of “Orange Armenia and Ucom Integration” project
- Designing of new Quality and Communication Team structure

Quality and Training Team Supervisor

from 11.2014 to 07.2016 (1 year 8 months)
Orange (former France Telecom Group), Yerevan (Telecommunications and networking)

- Management of the team (consisting of 8 employees) responsible for training and communication, quality control inside Customer Care Department
- Internal communication, social media communication, offering various communication scripts and guidelines to front line staff for different, complicated, delicate situations in customer service
- Training planning for Customer Care targeted at quality improvement and meeting business targets
- Preparing and delivering training on products/services, customer service, customer retention, and sales
- Processing and offering coaching models, delivering coaching to front line employees
- Processing and offering customer service call assessment matrices, organization of knowledge tests for front line staff, annual certification of the front line staff
- Working on products/services specification documents through the company's TTM (Time to Market) process
- Editing and confirming SMS/e-mail/mail texts sent to customers
- Ensuring internal communication and up to date base of data/knowledge for the front line to be able to answer the questions/satisfy requests of the customers in 24/7 mode
- management of customer care in the social network domain
- front line employees recruitment interviews and final feedback provision
- setting KPIs for the team members, evaluating each of them
- reporting (certified report builder)

Achievements:

- Recognized Orange Talent Employee of 2015
- Prepared and delivered a new training program “How to say NO to Customers”
- Organizing and managing front line staff certification process and rewarding event

Quality and Reporting Coordinator

from 08.2012 to 11.2014 (2 years 3 months)
Orange (former France Telecom Group), Yerevan (Telecommunications and networking)

- Quality control of customer service via front line staff calls recordings' assessment, monthly knowledge tests
- Proposing front line staff monthly coaching models
- Preparing training materials and delivering training on telecom products&services, customer service, customer retention, and sales skills, phone etiquette
- Delivering coaching to front line employees targeted at customer service quality improvement and job efficiency increase
- Reporting for Customer Care Department, using Business Objects and internal tools
- Making communication presentations on telecom products&services, procedures, provision of various call handling scripts

Achievements:

- Design and Coordination of eCSS (Electronic Customer Service Strategy) Project
- Modifications and proved improvements of Quality Control processes (new assessment matrix, coaching model)
- Improvement of Reporting in Customer Care, interface person of Customer Care in cooperation with IT Reporting team

Quality and Reporting Consultant

from 02.2011 to 08.2012 (1 year 6 months)
Orange (former France Telecom Group), Yerevan (Telecommunications and networking)

Achievements:
- Certified (by CBOSS Group) report builder using Business Objects
- Learned customer service quality control and training techniques

Call Center Consultant

from 05.2010 to 02.2011 (9 months)
Orange (former France Telecom Group), Yerevan (Telecommunications and networking)

Education

Yerevan State University

Political Science, Yerevan
Higher, from 2006 to 2008 (2 years)

Master's degree

Yerevan State University

Political Science, Yerevan
Higher, from 2002 to 2006 (4 years)

Bachelor's degree

Additional education and certificates

Introduction to PR, National University of Singapore

2016, 4 weeks

Integrated Marketing Communications: Advertising, PR, Digital Marketing and more. IE Business School of Madrid

2016, 4 weeks

Marketing in a digital world. University of Illinois

2016, 4 weeks

Knowledge and skills

Language proficiencies

• English — fluent
• Russian — fluent
• French — average
• Armenian — fluent

Additional information

VOLUNTEERING

EVS (European Voluntary Service) — Youth in Action
Programme of the European Commission
Project L.E.A.D. (Learning European active Democracy) by hosting
NGO ARDR (Regional Association for Rural Development) - Craiova,
Romania

Some of my works on Behance: https://www.behance.net/david_manoukian