Контактна інформація

Шукач вказав телефон, ел. пошту та адресу.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/558230/

Знання і навички

• MS Office
• CRM
• САПР
• SQL
• MS SQL Server

Додаткова інформація

Yuriy Salan
mob. [відкрити контакти](див. вище в блоці «контактна інформація»)
e-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)

Summary: Career motivated self-starter with excellent experience in CRM, Customer Care, Call Centers, direct marketing and project management. Good in development and operations of new projects and “start-ups”, strong in managing people. Familiar with telecom and call centre markets of Ukraine. Hard-working, creative, PC literate.

Qualifications:Graduated as Specialist in Management (KNUKIM), Cambridge Certificate in Advanced English, driving license since 01/2000

Experience:
October’2007 - present
Interbiz LLC – company with 100% of foreign investments, first call center top-up service in Ukraine
Position: Business Operations Manager
Achivements:
-established new company with unique business in telecom – top-up telesales call center
-implemented new top-up service for subscribers of Life:) mobile operator
-managed migration from in-house to outsourcing call centre model

November’2006 – October’2007
PEOPLEnet – first 3G mobile operator, Customer Service&CRM Department
Position: Head of Customer Service and CRM Department
Duties:
-managing Customer Service and CRM (110 people all over Ukraine)
Achivements:
-established department from “zero” level (call center, CRM group, 9 shops in major cities of Ukraine, training group, printing center)

June’2005 - October’2006
Nestle Ukraine, Consumer Services and CRM
Position: Consumer Services Supervisor
Duties:
-managing Consumer Services, CRM, outsourced Call Center
-responsible for all direct communication with consumers and CRM activities
Achivements:
-established Consumer Services department from “zero” level
-developed business processes and procedures for operation of department
-launched toll-free hot lines (printed on every product packaging)
-adopted and delivered global training “CRM the Nestle way” for Ukrainian HQ
-implemented CRM system CONSO+ (Coheris CRM)

January’2005 – May’2005
Samsung Electronics Ukraine, IT products division
Position: Channel Marketing Manager
Duties:
-development and implementation of promo activities in retail channel,
-development and administration of floor sales loyalty program,
Achievements:
-implemented floor sales loyalty program “Samsung Retailers 2005”
-developed shop/networks certification program

October’2001 – December’2004
UMC Customer Relations Management department (CRM)
Position: Expert on customer retention / CRM Manager on brand “JEANS”
Duties:
-development and launch of loyalty and retention programs,
-business case calculations for projects and campaigns,
-customer churn analysis, reporting and presentations,
-management of projects for retention and loyalty,
Achievements:
-managed project of “SIM-SIM Aladdin” and “EnerJEANS” loyalty programs development with project team of 10 persons including 4 consultants from German consulting company THERON,
-launched first in Ukraine retention programs for post-paid subscribers “More bundle minutes!”, 2001-2002.
-won competition and entered management talents group in UMC, 2002 г.

July’2000 – October’2001
UMC Call Centre
Position: Telemarketing group manager
Duties:
-managing group of 15 people: motivation, team building, quality assurance
-recruiting to Call Centre, couching, training
-telemarketing campaign preparation, procedures creation
Achievements:
-set up the telemarketing group in UMC from the very beginning (software, hardware, personnel recruiting and training),
-developed recruiting procedure and recruited more then 100 representatives to Call Centre

Education:
September’2003 – July’2004 London School of English in Kiev. Cambridge Advanced English classes. Gained Certificate in Advanced English
October’1999 – October’2002 Kiev National University of Trade and Economics
Post-graduate study. Chair of marketing. Dissertation topic: «Marketing prepaid services on Ukrainian mobile market»
September’1994 – June’1999 Kiev National University of Culture and Arts
Show-business faculty.
Qualification: management in organizations

Trainings:
March’2006 Nestle HQ, Switzerland: “CRM the Nestle way” complex training on CRM in FMCG, “Train the Trainer - CRM the Nestle way” additional course
September’2002 – May’2003 CBSD educational program for UMC management talents group (trainer – Elizabeth Sadova, Moscow, Russia)
March’2003, 2004 IBM “Project management fundamentals”, “Risk and financial management”
April’1999 – April’2001 CBSD trainings: “Effective leadership”, “Teleselling”, “Client orientation”, “Customer Care: Dealing with a hard client”

PC skills: MS Office, MS SQL
Languages: Russian - native, Ukrainian - fluent, English – fluent
Personal: Aged 32, married, 2 children
Hobbies: modern and classical jazz, support of own web-site about CRM –
www.crm-expert.com.ua
Updated version of CV: www.crm-expert.com.ua/downloads/Yuriy_Salan_CV_ENG.doc