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

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»

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

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.
• 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

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:−.