Юлія

YULIIA VOLKOVA

National Aviation University,
(Sep’1999 – Jun’2004)
PROFILE:
Master’s degree
Goal-oriented, conscientious, and
professional manager with agile
“Bureau Veritas” LLC Auditing of the company processes according to the
mindset. Able to work under
International standard ISO 9001:2008
pressure. A highly organized and
(2011)
efficient individual, whose thorough
and precise approach to projects
Quality Management Systems Internal Auditor
has yielded excellent results.

Consumer Engagement Services Manager
DATE OF BIRTH: Nestlé Ukraine and Moldova, Kyiv
24/06/1982 Jan’19 – Present

Responsibilities:
E-MAIL:  Lead 2 external cross-functional teams
[відкрити контакти](див. вище в блоці «контактна інформація»)  Customer service and communication strategy
 Crisis management
 Consumer service projects management
PHONE:
 Business processes optimization
[відкрити контакти](див. вище в блоці «контактна інформація»)  Budget management
[відкрити контакти](див. вище в блоці «контактна інформація»)  Quality and efficiency day-to-day improvement
 Protection of brand reputation by 24/7 customer feedback Service through
traditional contacts, digital channels and social media;
 Managing issues and crises in digital and social media
 Providing a high level of service;
HOBBY:  Cooperation with relevant functions and stakeholders to develop preventive
solutions to support consumer confidence;
Handiwork  Coordination and development of customer/consumer services in social
Reading media and traditional channels to support personalized dialogue that foster
Traveling experience-based customer trust and loyalty;
 Ensuring the process of planning and controlling the budget, analysis,
payment assessment.
 Support service for promo activities

Additional projects:
 Project management of “Nestle for Healthy Kids” Website development
  Digital solutions implementation (BuyNow button, Shoppable recipes)
 eBusiness Academy learning program launch

Achievements:
 improved Social media listening efficiency from 91% to 95%
 optimized expenses of social media support service on 15%
 optimized the process of withdrawing products based on the complaints from
consumers for replacement - by 60%

Head of operations department
TMM Express Ltd, Kyiv
Dec’14–Dec’18

Responsibilities:
 Lead 5 cross-functional teams from service conception through launch and
multiple iterations
 development and implementation of operations procedures and Strategy:
logistics, import-export, customs clearance.
 operations projects development;
 optimizing all business processes within the operations;
 creating the efficient planning and report system;
 the opening of new sorting depots in the European market;
 line hauls planning, European networking;
 participation in all product development, projects development processes -
cost reduction
 organizing work activities to achieve objectives

Achievements:
 Organized European operational network with central HUB in Warsaw
 Optimized operational expenses on 15%
 Increased efficiency measures by 20%

Head of Customer service
TNT Express Ukraine LLC, Kyiv
Sep’11–Dec’14

Responsibilities:
 personnel management - 35 persons
 development of customer service strategy and its realization
 assessment of all operational indicators of the customer service department in
relation to the set goals.
 organize the development and implementation of regulations, standards and
guidelines of customers communications;
 develop and monitor the implementation of measures aimed at improving the
customer-oriented culture among company employees;
 managing the implementation of the results of activities aimed at the study of
customer satisfaction with the quality of services and the degree of customer
loyalty to the company;
 recruitment and employee adaptation process;

Achievements:
 Launched centralized call center for Ukrainian branch with control point in Kyiv
 Resolved 100% of customer inquiries and complaints on time
 Decreased incoming calls by pro-active actions on 17%
 Increased website ordering from 14% up to 60%

Marketing manager
TNT Express Ukraine LLC, Kyiv
May’11 — Sep’11
 analyze the market
 creating the marketing plan
 advertising campaign organization
 Customer service manager
TNT Express Ukraine LLC, Kyiv
Apr’06 — Feb’09
 personnel management - 15 persons
 complaints processing
 recruit, induct, develop, motivate and assess Customer Service department
staff to achieve targeted objectives and maintain staff satisfaction
 To keep in touch with top clients
Achievements:
 Monthly based training for all customer service employees (for all Ukrainian
branches)
 Increased service level from 83% to 95%
 Launched new bonus system for customer service department

Call-centre supervisor
TNT Express Ukraine LLC, Kyiv
Sep’05 — Apr’06
 personnel management - 8 persons
 participate in the selection of staff and monitor the process of adopting new
staff of call-center during the probation period.
 to analyze the call-center KPI's and to plan correction actions for improving;
 organize staff attestation.

Achievements:
 Launched new KPI for call-center
 Launched bonus system for customer service employee
 Decreased lost calls from 7% to 1%
 Increased pro-active resolved issues on 40%

SKILLS

Project management 80%
Leadership 90%
Agile mindset 50%
Time management 100%
Critical thinking 75%
Analytical skills 90%
Teamwork 85%