Сайт поиска работы №1 в Украине
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Руководитель службы поддержки
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- Киев
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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
[открыть контакты ](см. выше в блоке «контактная информация») Customer service and communication strategy
Crisis management
Consumer service projects management
PHONE:
Business processes optimization
[открыть контакты ](см. выше в блоке «контактная информация») Budget management
[открыть контакты ](см. выше в блоке «контактная информация») 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%
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
[
Crisis management
Consumer service projects management
PHONE:
Business processes optimization
[
[
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%
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