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Досвід роботи

Head of customer experience department

з 12.2021 по нині (2 роки 5 місяців)
Фінанси, банки, страхування

1. Implementation & management of the customer satisfaction evaluation system and its integration with internal systems. Qualtrics system.
2. Complaints handling process implementation.
3. Mobile application development. Participation as a customer experience role.
4. Customer service standard development and implementation.
5. Customer experience projects management. Service Design project management. Customer journeys mapping platform (CXOMNI) implementation for Service Design projects and customer process/product improvements.
6. Customer service channel improvements.
7. Customer service quality monitoring management

Manager of Customer Service Process and Quality Management Unit

з 07.2017 по 11.2021 (4 роки 4 місяці)
lifecell, Київ (Телекомунікації, зв'язок)

Customer service strategy development, including the strategy in the company score card.
• Call Centre performance management:
• Set up, ensuring and monitoring the fulfilment of targets and KPIs - AR, ASA, ACHT, CSI, NPS, etc.
• To ensure on time informational delivery to Call Centre (changes from Consumer and Corporate Segments in order to guarantee proper Call Centre inbound, outbound minutes usage and budget execution etc)
• Launch and support different customer service channels (web chat, chat bot, Social Media, linkedIn, emergency line etc)
• Ensuring and controlling the distribution of customer requests among service channels
• Collaboration with Ministry of Foreign Affairs, emergency line launch
• Collaboration with Ministry of digital transformation. Sync with Diya
• Telesales Management – full launch, ensuring the implementation of KPIs, developing,
implementing and monitoring the implementation of tools and methods for increasing sales.
• Cross sales – full launch, KPIs development, KPIs monitoring
• Launch of different specific and pilot projects (for ex. Video customer service for customer
with disabilities, visual interactive voice record)
• Annual budget planning.
• Review and evaluate Call Centre & Unit spending to ensure all costs are reasonable and within
budget.
• Ensuring remote and uninterrupted Call Centre and Unit work
• Risk management person in the company
• Ensure availability of all appropriate and necessary information/solutions (technical and procedural)/application for Regional Customer Service staff for satisfaction of customer needs
and for fulfilment of the needed procedures, transactions matters\complaints within
established guidelines and in accordance with Company Policies.
• Ensuring of process flows development, description and maintaining of single repository of Customer Care processes;
• Customer service and sales process/flows management
• Implementation activities for process improvements as they relate to systems, services, procedures and processes, including risk transactions related to customer service in order to improve and minimize possible risks.
• Customer satisfaction level monitoring, the competitors of the market investigation, and improvement proposals.
• Cooperation with partners in order to ensure Company rules & Customer Service Standards for satisfaction of customer needs.
• To determine service quality strategies for different customer service channels and segment groups.
• To organize service quality monitoring.

Manager of Corporate and Retail Experience Unit

з 10.2016 по 07.2017 (9 місяців)
lifecell, Київ (Телекомунікації, зв'язок)

•Development and implementation of CEM strategy within the Company, for Call Center (CC), Corporate and Retail service (F2F)
•Development, setting up, track and control fulfilment CХ standards and KPIs for Call Center,
Corporate and Retail service (F2F)
•CEM programs development, implementation.
• Ensuring customer service, CC and corporate service employees have necessary knowledge and skills required to achieve high level of customer service and satisfaction.
• Ensuring regular collection of customers’ feedback and complaints delivered through Call Center, Web chat, F2F channels. To reveal gaps in all touch points of client’s interaction with the Company.
•Audit customer experience in Call Center, Corporate and Retail service (F2F) channels. To reveal areas for customer experience improvement in Call Center, Corporate and Retail service channels (F2F). To develop and implement measures targeted to improve customer service.
•Analysis of competitors’ in terms of Call Center, Web chat, F2F service, other telecom markets in terms of best practices. To reveal best customer experience, to provide recommendations on their incorporation into Company’s service. Based on competitors’ analysis outcome to develop
and implement measures and activities targeted to improve customer service.
• Search, analysis and providing recommendations on implementation of technical solutions for improvement of customer experience in Call Center, Corporate and Retail service channels (F2F). To initiate and manage projects on implementation of technical solutions. Participation in u tendering and contracting processes (inclusive of but not limited to creating business requirements, vendor proposals evaluation and scoring, contract development, testing)
• Initiation (by request) demands on researches of Customer Experience in Call Center, Corporate and Retail service channels (F2F).
•Analysis research reports. To provide recommendations on Call Center, Corporate and Retail Experience improvement.
•Management of partnership with Call Center outsourced partner, dealers’ representatives
•Control budget for outsourced services
• Interaction and communicate with the team, partners and dealers’ representatives
• Team management: planning Corporate and Retail Experience Unit activities, assigning tasks, coaching, motivating and controlling team's daily work, to ensure professional and personal development of the staff.

Leading specialist of customer service quality monitoring

з 01.2016 по 10.2016 (9 місяців)
lifecell, Київ (Телекомунікації, зв'язок)

• Improvement customer service strategies, programs and analyze techniques development
• Customer written complaints process management for all communication channels
• Launch measurement and methodology of the new indexes in the company as part of the analysis and improvement customer experience (CEF, FCR, Customer complaint rate, etc.)
• Department work coordination, workload calculation, staff setting goals and objectives, results and performance monitoring
• Launch Sales registration system for all F2F channel
• Launch automatic monitoring AM visits system in exclusive stores
• Launch monitoring and control system for improvement customer service KPIs.
• Project "Mystery shopper" organization, results analysis, provide recommendations to all responsible departments for changes implementation to F2F channel to improve CEM KPIs, sales and customer experience. Customer service standards optimization including project results.
• Project "service transformation" - organization, tracking, analysis, calculation, implementation and further support.

Customer service quality monitoring expert

з 12.2015 по 10.2016 (10 місяців)
lifecell, Київ (Телекомунікації, зв'язок)

•Strategies and actions of service quality monitoring development for different channels and segment groups of customers
•Service quality monitoring management
•Service quality projects organization, development and management
•Customers complaints analysis, customer written complaints process management
• Planning service representatives (F2F channel) locations based on visits results analysis and other data
•Competitors service quality analysis, business recommendations
•International service quality standards analysis and their adaptation to the internal market
•Recommendations for the improvement of service quality for different service channels and segment groups of customers
• Interaction with state authorities concerning customers’ service
•Service quality management for different service channels
• Customer service quality improvement programs and projects management, including improvement of software products, which use service representatives.

Leading analyst of customer service quality monitoring

з 06.2013 по 12.2015 (2 роки 6 місяців)
lifecell, Київ (Телекомунікації, зв'язок)

•Business process development and implementation for F2F&CC channels
•Quality control and customer service standard development for F2F&CC channels
•Researches results analyze, reporting & recommendations for service representatives
•Field visits results analyze, feedbacks for service representatives, changes in Customer service processes
•All steps of customer written requests management
•Interaction with state authorities concerning customers service
•Direct service quality control F2F&CC channels
•Programs and projects coordination related to service quality improvement

Analyst of customer service quality monitoring department

з 01.2008 по 06.2013 (5 років 5 місяців)
lifecell, Київ (Телекомунікації, зв'язок)

•Coordinating all steps of customer written requests handling
•Organization and management of regulatory authorities written requests processing in consequence of applications of customers
•Interaction with National Commission for Communications Regulation of Ukraine, Department of Consumer Protection, Kyiv City State Administration
•Interaction with Department of Consumer Protection during its inspections in consequence of applications of customers
•Internal and external reports
•Service processes improving on base of analysis of customer application motives
•Working out of mechanisms of customer service improving
• Relevance of service procedures monitoring and its renewal
•Working out of processes and procedures of customer service according to changes in legislation
•Participation in discussions of legislation acts adoption by National Commission for Communications Regulation of Ukraine from the side of LLC Astelit
•Analysis and monitoring of the competitive environment
•Customer service quality assessment tool development
•Customer service standards renewal for Face-2-Face and Call Centre channels
•Organization and full support of Mystery shopper service channels as well as Call Centre and F2F.
•Customer service quality assessment surveys management
•Internal web resource updating

Освіта

The Academy of Advocacy of Ukraine

Jurisprudence, Київ
Вища, з 2013 по 2016 (3 роки)

National Technical university of Ukraine "Kiev Polytechnic Institute"

Physical Engineering faculty, Київ
Вища, з 2001 по 2007 (6 років)

Знання і навички

Знання мов

• Англійська — просунутий
• Українська — вільно
• Російська — вільно