Yurii

Yurii Dziuba

Date of birth: 27th October, 1973
Contact: [відкрити контакти](див. вище в блоці «контактна інформація») / [відкрити контакти](див. вище в блоці «контактна інформація») (gsm), / Yurii Dziuba | LinkedIn
Address: 33 M. Kotelnykova Str., Apt. 40, Kyiv-03115, Ukraine
Nationality: Ukrainian
Languages: Ukrainian (native) & English (fluent); French (intermediate)
Marital Status: Married with two children

Objective: Managing Director, Country Director

Summary of Key Skills & Experience
• Extensive Administrative & Operational management experience
• Highly Effective People Management & Motivation Skills with over 15 years of leading organizations within R&D, Telecom; business development & operations, sales, customer care, marketing
• Huge experience having worked in International well-known companies
• Strong analytical skills & problem solving abilities combined with excellent leadership, presentation & negotiations skills
• Self-motivated; Super loyal; Passionate about company performance & PEOPLE/ Development & Engagement; Understanding customer needs & delivering exceptional customer experiences;
• MBA, International Institute of Business (IIB); 2001-2003

Employment History

June 2011 – present Director – 3Shape Ukraine LLC, Kyiv, Ukraine

• Fulfilment of Administrative and Operational management of company day-to-day activities (500+ People)
(R&D + Regulatory Affairs, Finance, HR, IT, Customer Care, Marketing, Facility, Sales & Academy, PM)
• Development & Support of all business activities of 3Shape Ukraine. Ensured organization expansion (x10 times growth with R&D and new functions established like Customer Care, Localisation & Digital Marketing, Sales & Academy, RA, Design Centre, Success Managers)
• Promoting & representing company’s interests, brand, relations with community and industry, authorities, legal entities and individuals
• Supporting People & Organization (Hiring & Attraction, Development, Engagement, Culture & Values). Recent results: Career paths launched; Churn – 12%; Engagement – 93%.
• Establishing and promoting close collaboration and coordination with/among Leadership team, Functions & Stakeholders

Nov 2008 – Jan 2011 Operations Director - Global Bilgi LLC, Kyiv, Ukraine

• New company establishment and registration; negotiating with main customer and transferring in-house Call Center to outsource one;
• Management of Contact Center daily operations with up to 450 people and $8 Million budget;
• Customer Relationship Management (communication, negotiations, contracts sproceedings and signing, budget planning, KPIs management, price negotiating, customer satisfaction, definition of areas for growth, etc.);
• Fulfilling Contact Center personnel management (team formation, adaptation, coaching, motivation, work coordination and team cooperative spirit development, high performance measurement, corporate & sales culture concepts personnel development, KPIs and employee engagement management, etc);
• Development, management and steer meeting all financial and non-financial company targets (Budgets, KPIs, Resources, sales and service operational objectives, cost and productivity, work processes, quality and satisfaction management).
• Management of work processes and standards (definition, development, implementation, coordination and continuous optimization and improvement of business processes, policies and procedures);
• Fulfilling Change management and organizational structure development and optimization;
• Definition, creation and implementation of further development plans according to the strategy; New services launch and business planning. Responsible for all activities concerning acquisition of new customers;
• Preparing and consolidating reports to HQ.

Sept 2004 – Nov 2008 Call Center Division Head - Astelit LLC, Kyiv, Ukraine (GSM operator – TM- life:)

• Built up and successfully launched life:) Call-Center (2 locations) from scratch;
• Directed Call Center Operational Management with up to 230 employees and $1,5 Million budget;
• Assured Call Center further development & Strategic planning;
• Fulfilled Division budget and resource planning; expenses management;
• Executed Division objectives, KPI’s planning and fulfillment;
• Led several cross-functional projects within the company;
• Developed Customer Service standards & Quality Management for Call Center and F2F.
• Developed Call Center policies, procedures, workflows, scripts, improvement action plans;
• Managed Personnel performance & development, daily KPI fulfilment;
• Realised the evolution of Call Center to Contact Center;
• Created and launched new services through Contact Center;
• Transferred In-house Call Center to outsourcing Contact Center.

Feb 1998 – Aug 2004 Corporate Customer Service Manager - Golden Telecom LLC, Kyiv, Ukraine

• Managed daily work of Corporate Customers Dept.;
• Developed marketing strategy and launched commercial call-center;
• Supervised the staff of 9 people work planning, distribution; selection and training, motivation of personnel;
• Developed and implemented internal procedures & communication links;
• Created policies and standards of service quality and customer satisfaction measurement;
• Developed and implemented some customer retention and loyalty programmes;
• Controlled Unit’s financial operations: budgeting, adjustments, credit control;

Jan 1996 - Feb 1998 Customer Service Representative - Mobil Oil; Kyiv, Ukraine

Education
2001-2003International Institute of Business (IIB). Two-year MBA program.

1991-1996 Kyiv State Linguistic University, Kyiv; Master’s degree in English and French Philology

Interests: Football, Running, Woodcraft

References: Available upon request