Vadim Anikanov

Vadim Anikanov Email and Phone Number

International Customer Interaction, Customer Experience, Contact Center and BPO Executive @ Salmon (Fintech Holdings Ltd)
Vadim Anikanov's Location
Manila, National Capital Region, Philippines, Philippines
Vadim Anikanov's Contact Details
About Vadim Anikanov

I am a seasoned, world-traveled customer interaction, customer experience, contact center and BPO executive, hands-on manager, adviser, critic, thought-provoker, optimizer, idea generator, enthusiast or devil advocate. Here is a summary of my background and experience: • 20+ years of hands-on leadership and management consulting experience in customer interaction, customer experience management, customer care, tele-sales, collections, contact center management, and business process outsourcing (BPO)• Truly global experience across the USA, Asia-Pacific, Central Asia, Southern / Eastern Europe and Russia managing multi-site cross-border and multi-cultural organizations• Significant off-shoring, near-shoring, and outsourcing experience on both sides of the client-vendor relationships: vendor selection, vendor management, service delivery, client and program management• Customer management experience across major verticals: financial, fintech, insurance, telecom and media, online shopping, consumer technology, travel, hospitality, and others• Direct hands-on leadership experience with large-scale teams (up to several thousand seats / FTEs)• Thought leadership on the evolution of mobile, social media, and digital as customer interaction channels, frequent contributor to the leading industry research, popular conference speaker• Hands-on management and advisory in the key functional areas of customer-facing operations: = Customer journey design, mapping and tracking. Process mining. End-to-end customer experience spanning digital, self-service, retail and contact center, = Customer experience polling and tracking via NPS, CSAT, CES, = Digital customer service transformation via mobile app design, self-service, chat, messaging, chat-bots and AI-driven tools, = Overall contact center operations efficiency, financial performance and cost-saving, = Contact center process optimization: KPIs and dashboards, quality management systems and customer satisfaction programs, = People-related processes: hiring, training, motivation, corporate culture and organizational development, mentorship and team development, = Deployment of call center and customer experience technology platforms (ACD, IVR, CRM, WFM, QM/QA, CSAT, e-channels, voice analytics, BI tools), including cloud-based / SaaS scenarios, = Site selection, facilities design, home-based agents: deployment and management.

Vadim Anikanov's Current Company Details
Salmon (Fintech Holdings Ltd)

Salmon (Fintech Holdings Ltd)

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International Customer Interaction, Customer Experience, Contact Center and BPO Executive
Vadim Anikanov Work Experience Details
  • Salmon (Fintech Holdings Ltd)
    Head Of Customer Service
    Salmon (Fintech Holdings Ltd) Oct 2022 - Present
    Manila, National Capital Region, Philippines
    Building a new customer service framework from the ground up: selecting technology, developing processes and building the team. Accelerating organizational maturity gain and expertise build-up. Acting as customer advocate, optimizing customer experience with the rapidly deployed new products.
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  • Tinkoff
    Head Of Customer Service - Tinkoff Asia
    Tinkoff Jul 2021 - Sep 2022
    Manila, National Capital Region, Philippines
    Building the best service for our customers in the Philipines.Launching a new service, in a new language, in a new market, for a new product, with a new team, and on a new software stack.
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  • Digital Finance International (Member Of Finstar Financial Group)
    Head Of Global Customer Operations
    Digital Finance International (Member Of Finstar Financial Group) Jun 2017 - Jun 2021
    Moscow, Moscow City, Russia
    - A combination of strategic and operational focus on optimizing customer-facing functions spanning tele-sales, customer provisioning, customer service and collections. - Global customer operations responsibility, including people, processes and technologies across multiple regions: Asia-Pacific, Southern Europe and Balkans, Russia and CIS, India and Brazil, with new countries added every quarter. - Leading the efforts of the local operating companies in reaching the next maturity level… Show more - A combination of strategic and operational focus on optimizing customer-facing functions spanning tele-sales, customer provisioning, customer service and collections. - Global customer operations responsibility, including people, processes and technologies across multiple regions: Asia-Pacific, Southern Europe and Balkans, Russia and CIS, India and Brazil, with new countries added every quarter. - Leading the efforts of the local operating companies in reaching the next maturity level in customer relations. Tailoring customer journey maps to local touch points and interaction models for each country. Focusing on growing on-line interaction channels, internal operational efficiency and customer satisfaction. Facilitating cross-functional and cross-regional communication, aligning technology, enhancing performance measurement and operating processes across all the countries and regions. Sample projects and work streams managed: o design of a generic customer journey map and custom country-specific maps as a basis for BMP (business process map) process flowo deployment of chat and chat-bot technologies, o contributing to design and overseeing the development and deployment of a mobile app, o alignment and re-balancing the KPI structure across multiple regions, o recruitment of call center management at the country operating companies, o deployment of multi-channel call center software and BPM engine, o transition of telesales and customer service to a new shared call center site to service multiple sister companieso coordinating the relationships with the outsourcers / BPO service providers Show less
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  • Onesource Consulting
    Senior Consultant
    Onesource Consulting Jul 2013 - Jun 2017
    Salt Lake City, Utah
    Advised premier clients on customer interaction strategy, call center restructuring, improving operations transparency, outsourcing and smart-sourcing, implementing cloud-based call center platforms, WFO/WFM optimization, enhancing call center staff selection, on-boarding, training, and motivation, guided the deployment of non-voice customer interaction channels (including social), IVR/self-service/call avoidance strategies, etc.Delivered enhancements in a variety of hands-on scenarios,… Show more Advised premier clients on customer interaction strategy, call center restructuring, improving operations transparency, outsourcing and smart-sourcing, implementing cloud-based call center platforms, WFO/WFM optimization, enhancing call center staff selection, on-boarding, training, and motivation, guided the deployment of non-voice customer interaction channels (including social), IVR/self-service/call avoidance strategies, etc.Delivered enhancements in a variety of hands-on scenarios, including interim management, developing local leadership resources and change management.Provided guidance in the BPO / outsourcing segment, with an experience working on either side. Helped to select the right BPO provider(s) and manage the outsourced relationship, down to daily performance management. Also worked on behalf of the BPO providers helping establish a new segment business presence and reach operational excellence. Show less
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  • Anikanov.Com
    Principal
    Anikanov.Com Dec 2006 - Jul 2013
    Us, Europe, Asia
    - Helping organizations become customer-driven through redesigning interaction strategies, rebuilding customer support processes, upgrading service delivery infrastructure and re-energizing the teams (involvement depth ranging from advisory to hands-on interim management)- Guiding contact centers through the adoption of the new communication channels, development of the online, social, peer-to-peer, and mobile support scenarios- Revamping quality management, customer satisfaction (incl.… Show more - Helping organizations become customer-driven through redesigning interaction strategies, rebuilding customer support processes, upgrading service delivery infrastructure and re-energizing the teams (involvement depth ranging from advisory to hands-on interim management)- Guiding contact centers through the adoption of the new communication channels, development of the online, social, peer-to-peer, and mobile support scenarios- Revamping quality management, customer satisfaction (incl. CSAT, NPS, CES, voice-of-the-customer), performance reporting, motivation and talent management- Advising on outsourcing strategy, vendor selection and vendor management, launching a number of BPO startups- Assisting investors looking to be part of the Russian call center industry (market analysis, search for partners, acquisition targets, etc.).________________Significant projects:• Setting up a new BPO service provider through a carve-out of 3000 call center seats within a group or telecom companies• Building a brand-new call center BPO provider targeting the premium services segment• Designing a new BPO provider focusing exclusively on the social media and web-based channels for customer interactionProud to be a recipient of the "Person of the Year" award from the Russian call center community CALLCENTERGURU.RU (March 2010). Show less
  • Avaya
    Head Of Business Consultancy Dept.
    Avaya Jan 2006 - Dec 2006
    Provided business and operations consulting services to Avaya call center clients: - For new call center implementations, developed business requirements, operations design and metrics- For existing and growing call center operations, helped improve management processes in human capital management, performance and efficiency, quality control and information technology- Completed call center consulting and operational audit projects for major Russian companies in the following… Show more Provided business and operations consulting services to Avaya call center clients: - For new call center implementations, developed business requirements, operations design and metrics- For existing and growing call center operations, helped improve management processes in human capital management, performance and efficiency, quality control and information technology- Completed call center consulting and operational audit projects for major Russian companies in the following segments: telecom (wireless and landline), banking, retail, hospitality, automotive and real estate Show less
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  • Clientterra / Interbusinesstelekom
    General Manager, Call Center Outsourcing Business Unit
    Clientterra / Interbusinesstelekom Mar 2005 - Dec 2005
    Moscow, Russian Federation
    - Led the creation of an offshore call center outsourcing business unit, the first BPO provider in Russia that started off-shoring customer interaction services to Kyrgyzstan- Supervised technology and networking design, developed internal processes in human resources, training, operations, quality management and finance. Contributed to the market analysis, branding, positioning and sales efforts- Built a world-class outsourced offshore call center company, focusing on the markets of… Show more - Led the creation of an offshore call center outsourcing business unit, the first BPO provider in Russia that started off-shoring customer interaction services to Kyrgyzstan- Supervised technology and networking design, developed internal processes in human resources, training, operations, quality management and finance. Contributed to the market analysis, branding, positioning and sales efforts- Built a world-class outsourced offshore call center company, focusing on the markets of Russia and Central Asia Show less
  • Etelecare Global Solutions
    Manager Of Program Development
    Etelecare Global Solutions Jan 2001 - Mar 2005
    Los Angeles Metropolitan Area
    Implementation of call center programs. Project management (pre-launch) and account management (post-launch). Extended involvement into call-center operations and performance management. Focus on developing local management talent, process optimization and performance management.
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  • Hansol Electronics
    Country Manager, Russia And Ukraine
    Hansol Electronics Aug 1996 - Aug 1998
    Fully responsible for Hansol business in Russia and Ukraine, including channel development, sales, marketing and after-sales support. Introduced Hansol monitor brand to the Russian market. Established office of Hansol Electronics in Moscow. Made first sales. Set up distribution network. Developed and implemented marketing and media plan.
  • Eli Lilly
    Finance Manager, Cis And Baltics
    Eli Lilly May 1994 - Jul 1996
    Supervised teams in accounting, customer services and information systems. Controlled expenses and capital investments, coordinated planning, tax reporting, legal and purchasing. Responsible for strategic development of information systems for the affiliate.
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  • Ibm
    Product Marketing Coordinator - Software
    Ibm Apr 1993 - May 1994
    Responsible for developing and implementing marketing policy for software sales in the Russian market. Performed segment-wise market analysis for application software. Performed matching of IBM software offerings to target market requirements. Communicated with third-party software partners. Developed marketing plans for major software applications. Worked to increased sales force awareness of IBM software offerings.
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  • Ibm
    Business Development Group
    Ibm Aug 1991 - Mar 1993
    Was part of a team focusing on new markets and strategies. Worked on developing IBM network of distributors, dealers, value-added resellers and OEM partners. Identified new forms of cooperation with existing partners. Participated in setting up IBM business presence in Belarus market and developing it through major phases (sales partner -> joint venture -> IBM permanent office).
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Vadim Anikanov Skills

Outsourcing Crm Call Center Contact Centers Management Strategy Telecommunications Vendor Management Business Development Call Centers Bpo Process Improvement Business Strategy Service Delivery Leadership Project Management Performance Management Analytics Customer Experience Business Process Customer Management Workforce Management Customer Satisfaction Social Media Change Management Program Management Account Management Ivr Business Process Improvement Mobile Devices Call Center Operations Cti Acd Customer Retention Project Planning Avaya Call Logging Quality Assurance Business Planning Social Media For Contact Centers Inbound Marketing Customer Relationship Management

Vadim Anikanov Education Details

Frequently Asked Questions about Vadim Anikanov

What company does Vadim Anikanov work for?

Vadim Anikanov works for Salmon (Fintech Holdings Ltd)

What is Vadim Anikanov's role at the current company?

Vadim Anikanov's current role is International Customer Interaction, Customer Experience, Contact Center and BPO Executive.

What is Vadim Anikanov's email address?

Vadim Anikanov's email address is va****@****star.ru

What schools did Vadim Anikanov attend?

Vadim Anikanov attended Cal State East Bay- College Of Business & Economics.

What skills is Vadim Anikanov known for?

Vadim Anikanov has skills like Outsourcing, Crm, Call Center, Contact Centers, Management, Strategy, Telecommunications, Vendor Management, Business Development, Call Centers, Bpo, Process Improvement.

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