Контактная информация

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Опыт работы

Operations Manager (Trucking insurance)

с 11.2022 по наст. время (2 года 9 месяцев)
U Trust Insurance Agency LLC (USA market, remote), Інші країни (Фінанси, банки, страхування)

Business Process Development and Optimization:
Analyzed and mapped company workflows through the creation of detailed flowcharts, leading to a 20% increase in operational efficiency within the first year.

Policy and Procedure Implementation and Management:
Developed and rolled out operational standards, policies, and procedures across all key departments, ensuring process standardization and a 15% reduction in operational errors.

Customer Service Department and Daily Operations Management:
Led a team of 10+ employees, overseeing recruitment, training, task management, and scheduling. Built the customer service department from scratch, implementing service standards, performance metrics, and dashboards to monitor service quality. This led to a 30% improvement in response times to client inquiries.

Cross-Departmental Coordination:
Facilitated effective communication and collaboration across departments (sales, finance, customer service), improving workflow efficiency and accelerating decision-making processes.

CRM System and Tool Implementation:
Successfully introduced and optimized CRM systems (Salesforce, Asana, Zendesk), enhancing request processing speed and improving client communication and service delivery.

Quality and Performance Audits:
Conducted regular audits of service quality, identifying and eliminating bottlenecks, which contributed to an 18% improvement in overall customer satisfaction.

This experience highlights my ability to lead and optimize operations remotely in a dynamic, customer-focused environment, delivering measurable improvements in efficiency, service quality, and client satisfaction.

Head of Customer Service and Support Department

с 03.2019 по 12.2021 (2 года 9 месяцев)
A2B Direct UA, Київ (Транспорт, логістика)

Recruitment and team building from scratch, including organizing the department's workflow. Training of specialists. Ensuring activities related to finding potential clients, managing existing clients, and handling outbound calls are in compliance with company corporate standards. Setting goals, team management, auditing the information delivery system, and service sales processes to ensure quality. Strengthening the skills of department specialists, implementing sales standards, processes, KPIs, and dashboards. Organizing and controlling the department's operations, setting objectives, maintaining work schedules, and ensuring sales targets are met (weekly and monthly). Achieving consistent sales growth (average increase of 10% per month). Auditing the quality of information delivery and sales, conducting individual coaching sessions. Ensuring effective interaction with other departments (IT, Marketing) to improve platform functionality. Conducting regular training on platform usage for all company employees involved in customer interactions. Implementing IT solutions for knowledge testing. Developing training programs for external clients on how to use the IT-platform.

TNT Express Project Manager / Head of international customers’ development department

с 03.2013 по 11.2018 (5 лет 8 месяцев)
MEEST Express, Київ (Транспорт, логістика)

Providing daily functioning and development of the “Delivery and clearance of TNT Express shipments from Europe to Ukraine, with further distribution throughout the country” project. Optimization of existing operational processes in accordance with TNT quality standards. Ensuring the main operating KPI’s for TNT are achieved. Negotiations, documentary support of contract relations, preparation and approval of contracts and tariff proposals for various Meest products. Ensuring Meest call-center and courier department functions are aligned with TNT customer service standards. Regular training of Meest personnel and preparing instructions on TNT cargo handling process. Training and supervision of the correct operation of Meest employees with TNT documents (registration of goods, delivery lists, airwaybills, etc.). Coordination of TNT cooperation with Meest service departments - accounting, IT, quality control department, legal department, and all enterprises of Meest group involved in the project. Achievement of project performance with margin of 10% and higher.

Marketing communications manager

с 11.2011 по 12.2014 (3 года 1 месяц)
DPD Ukraine, Київ (Транспорт, логістика)

Managing all marketing, advertising and communication activities. Marketing plan and budgeting. Participation in development and promotion of new products and services on the market. Managing mailing campaigns. Marketing support for Sales Dept. Customers’ segmentation and regular sales results analysis/reports. Preparation and calculation of regular (or special) tariffs for logistic services. Comparative analysis of the company activity and its competitors on the market. Ensuring compliance with corporate brand standards within all country business units. Website administration. Preparation of mini-training for the sales department.

Director, Marketing operations

с 04.2010 по 08.2011 (1 год 4 месяца)
MIRATECH, member of EDB group, Київ (IT)

Responsible for everyday marketing operational activity. Brand and other related issues supervision. Regular website update. Preparing of Case studies and Success stories materials. Responsible for customer loyalty events. Supervision of regular Marketing budgeting process. CRM system maintenance. Preparations of various sales support materials and presentations.

Executive director

с 11.2008 по 02.2010 (1 год 3 месяца)
ADVERTISING EXPERTS UKRAINE Ltd., Київ (Маркетинг, реклама, PR)

Managing agency operational activity and all related issues. Budget and revenue planning. Costs control within the scope of total expenses. Ensuring the company has its internal work flow processes described and implemented. Working out and implementation of motivation scheme for the staff. Rebuilding of Sales department. Ensuring the agency’s participation in various tender projects. Implementation of team-building and sales training programs for the staff.

Marketing communications manager

с 10.1994 по 09.2008 (13 лет 11 месяцев)
DHL INTERNATIONAL UKRAINE, Київ (Транспорт, логістика)

Managing general DHL communications & marketing activity, marketing & advertising campaigns and all related issues. Developing and promotion of new products and services. Marketing sales support. Managing public relations and advertising activities. Preparing press conferences, briefings and PR events. Building and keeping up relationships with mass media. Participating in internal DHL projects. Managing branding & re-branding campaigns. Developing DHL tariffs and pricing policy in Ukraine. Establishing and maintaining statistics and clients’ databases and reports. Analyzing DHL and DHL competitors’ activity in Ukrainian market.

Образование

Kiev State Linguistic University

Master’s Degree in teaching English & German, Київ
Высшее, с 1990 по 1995 (5 лет)

Знания и навыки

• Комунікабельність
• Уміння аналізувати
• Управління командою
• Впровадження системи KPI
• Ведення CRM
• Управлінські навички
• Продаж B2B
• Розробка мотиваційних профілів
• Операційний менеджмент
• Систематизація процесів
• Ведення ділових переговорів
• Operational management
• Analytical thinking
• Salesforce CRM Analytics
• Business Process Management

Знание языков

• Украинский — свободно
• Английский — свободно
• Русский — свободно
• Немецкий — начинающий
• Итальянский — начинающий

Дополнительная информация

•Experience and ability to effectively organize team operations in a remote work environment.
•Strong sense of responsibility, decision-making skills, and ability to drive results.
•Proven ability to resolve conflicts successfully.
•Ability to work productively under crisis and stressful conditions.
•Extensive (10+ years) experience in negotiations and involvement in the sales chain.
•Team management experience.
•In-depth experience in conducting job interviews and employee recruitment.
•Advanced computer skills, proficient in various software applications.
•Specialized software: EPIC APPLIED, Zendesk, Asana, Salesforce, MESH VI, ASCEND.
•Advanced experience in logistics operations & courier services, productivity management, commercial trade & revenue management
•Advanced experience in price management, market share analysis, trade-marketing effectiveness control, product portfolio effectiveness analysis on Country/Channel levels
•Extensive experience in organizing PR and special intracompany events, communication with advertising agencies and mass-media