Anna Belikova Email & Phone Number

Capital Governorate, Bahrain

▪ Implement prioritized customer journey moments through a customer lifecycle across all the brands ▪ Establish a governance framework for CX-surveys to standardize and optimize CX measurement & analyzing process ▪ Launch and manage innovative lifecycle CX-programs focused on maximizing customer satisfaction and retention

Moscow, Moscow City, Russia

▪ Define CX-strategy based on understanding of the market, customers personas and product value proposition▪ Launch product researches to validate hypotheses, implement CX-surveys to capture feedback across customer journey▪ Embody CX-initiatives to product development plans to enhance customer engagement with the product all over lifecycleKEY ACCOMPLISHMENTS:▪ Described target Customer Personas mapping their goals, expectations and existing “pains” across journey touchpoints ▪ Launched basic Voice of Customers framework to start measuring CX-metrics, conducted 50+ CustDev interviews▪ Discovered current UX/UI «pain points», converted them into IT-backlog tasks to be prioritized and developed▪ Released success stories from reference customers for publishing at the web-site and other marketing materials▪ Created customer-centric culture Manifesto based on a convergence of the company’s and the employees’ values_________________________________________________________________________________________________________THE COMPANY KEY FACTS:ConstructTech-tool based on BIM:− Innovative IT-startup company− 3 years at Russian market− 15 TOP-developers in portfolio − 60+ people in the team

Moscow, Russia

▪ Develop customer-centric strategy to optimize CX across customer journeys for prioritized segments▪ Implement a centralized automatic system for capturing customer feedback and synthesizing it into actionable insights▪ Liaise with cross-functional teams and stakeholders incl. C-level board to drive continuous improvement CX-initiativesKEY ACCOMPLISHMENTS:▪ Switched from the single overall NPS-survey to a set of real-time surveys deployed in 10 different touchpoints▪ Launched «close-the-loop» process to handle with negative customers’ feedback after a survey conducted▪ Mapped end-to-end lifetime customer journey of metal byers: from «need for product» to «contract renewal» ▪ Led CX-initiatives based on VOC: e-commerce platform onboarding improving, claim-management process streamline▪ Created a classifier with ~70 customer feedback's categories by analyzing data base of 1500+ verbatims▪ Prepared numerous ad-hoc CX-reports for C-level board incl. the company's shareholders____________________________________________________________________________________________________________THE COMPANY KEY FACTS:− Russian steel and steel-related mining company; − 65 years at Russian market;− recognized as one of the TOP3 market players;− covers 70 local factories and 50K+ employees all over Russia;− website in English: www.severstal.com/eng/

Location Moscow, Russia

▪ Own the entire CX-program ongoing cycle: from data management to reporting CX-picture to stakeholders incl. C-level ▪ Identify CX-initiatives through VOC, manage the full projects portfolio to grow customer satisfaction and reflecting metrics▪ Contribute into a customer-centric culture, promote a customer advocacy approach across diverse business landscapesKEY ACCOMPLISHMENTS:▪ Re-designed CX at «contact to IT-support» touchpoint based on in-depth interviewing method (20+ interview conducted)▪ Developed online CX-dashboard for internal users with drill-down structure: from overall CX-metrics to single verbatims▪ Launched “1st line of support” project creating all-in-one packaged guidelines/ manuals/ FAQs for BPO vendor team▪ Facilitated 11 Agile training sessions volunteering into the global Agile acculturation program throughout the company▪ Participated in cultural life supporting internal comms programs: published over 15 articles, hosted corporate events like all-hands meetups, the annual kick-off conference 2019, the annual customer meeting 2019 in Baku, Azerbaijan_____________________________________________________________________________________________________________THE COMPANY KEY FACTS:− Russian office of global OBS, telco and IT- services provider;− 15+ years at Russian market; − with network-native infrastructure and 800 employees all over Russia (the global team is 21K+ people worldwide located in 166 countries);− website in English: www.orange-business.com/en/regions/russia

Oscow, Russia

▪ Own VOC-program for four VAG car-brands, ensure customer feedback delivered within required time, quality and budget▪ Coordinate between numerous stakeholders: HQ, TNS Kantar, BPO Vendor, internal Sales & Aftersales, dealership network ▪ Deliver scheduled CX-trainings as well as day-to-day professional advices to support to all the peers, colleagues and teamsKEY ACCOMPLISHMENTS:▪ Rolled-out a real-time CX-data monitor system closely coordinating both externally with TNS Kantar (the global provider) as well as internally with IT-department and with all the Business Units point-of-contacts (Audi, VW, Skoda)▪ Launched twice CATI-surveying projects with BPO vendors being end-to-end responsible owner through all the phases: from initiation and tendering to day-to-day execution of the surveys▪ Conducted a total of 100+ trainings for dealerships both within ongoing educational programs and on-demand sessions▪ Recognized as VOC’s primary interface, served as a CX-matter expert in numerous dealers’ round-tables and conferences__________________________________________________________________________________________________________THE COMPANY KEY FACTS:− National Sales Company of VAG in Russia covering 7 car brands with 2 local factories;− 28 years at Russian market;− 5K employees in Russia (the global team is 665K people worldwide located in 30 countries);− website in English: vwgroup.ru/en/

Vladimir, Russia

▪ Executed full operational scope to manage the inbound BPO project within the SLA of key 15 KPI’s▪ Managed a large team of direct subordinates: up to 130 operators + 5-8 supervisors▪ Reported both on running results and ad-hoc requests, incl. based on clients request▪ Passed multiple internal quality audits averaging 84% compliance with COPC requirements______________________________________________________________________________________________________________KEY COMPANY FACTS:− Russian office of global TP, outsourcing contact-center:− 21 years at Russian market− 4.5K employees in Russia − 380K+ people in 80 countries worldwide− website in English: www.teleperformance.com