Arthur Golitsyn Email & Phone Number

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CFPS provides the financial services via a smart all-in-one mobile app that enables the users to manage their cards and accounts, make money transfers across Europe and worldwide, and use all the other integrated features, which are available now or will be added in the future.• Designed and implemented a multi-channel customer support system for a fintech startup, incorporating various automations (LiveChat, chatbot, virtual assistant, voice support).• Created a comprehensive set of documentation for customer support, including SLAs, regulations, instructions, scripts, and other materials.• Established a system for measuring key customer support metrics (FRT, ART, CSAT, NPS) and achieved 95% SLA compliance through the implementation of extensive automations.• Took a leading role in building a high-performing customer support team (1st and 2nd line) by developing job descriptions and conducting interviews with candidates.• Improved retention rate by identifying customer pain points and addressing them during the app development stage. Transformed customer issues into actionable tasks for developers, proactively resolving problems before they impacted users.

Passwork is a Finnish start-up providing an advantage of effective teamwork with corporate passwords in a totally safe environment. Key customers are Deutsche Post, Orange, TDK, Komatsu, The Federal Ministry of Education and Research of Germany.• Led a fully remote team of 5 helpdesk engineers, overseeing the entire employee lifecycle from recruitment and onboarding to professional development, workload management, performance evaluation, and motivation.• Established effective communication channels between technical support staff and key customers, ensuring seamless interaction.• Developed a comprehensive transition plan to a ticketing system, prioritizing the preservation of Passwork's core value - exceptional live customer experience - while scaling to handle increased helpdesk workload.• Optimized ticket processing efficiency by adapting the existing knowledge base (Notion) to empower both technical and sales staff to resolve customer inquiries more effectively.• Implemented a strategic reallocation of roles and responsibilities based on individual strengths and weaknesses, leading to a demonstrably improved customer experience. Additionally, this initiative identified top performers and areas for improvement within the team, fostering overall performance growth.

GEFCO Group (now a part of CEVA Logistics) is a world expert in supply chain solutions and the European leader in automotive logistics. Serving 10+ industries, GEFCO offers fully integrated services and a truly global, multimodal network. The Russian office consisted of 9 branches across the CIS countries with more than 150 distributed employees.Duties:• Supervised and coordinated second-line IT support in a partly distributed company.• When necessary, joined to colleagues' tickets in Gefco's European offices.• Conducted the procurement of IT hardware, software and services.• Provided inventories and kept records of IT equipment and company licenses.• Held meetings with managers to identify IT needs to further improve the efficiency of the company's business units.• Managed the internal FAQ database (Confluence).Achievements:• Completed the migration of the company's IT assets from European data centers to Russian ones in 1.5 month.• Initiated the launch of the company's knowledge base, which allowed storing the accumulated experience and transferring it to the new employees to make onboarding process more efficient.• Increased SLA fulfillment from 89% to 99.99%.

The 2022 FIVB Volleyball Men's World Championship was the 20th staging of the FIVB Volleyball Men's World Championship, contested by the senior men's national teams of the members of the Fédération Internationale de Volleyball (FIVB), the sport's global governing body. Events were to take place in 10 cities and hundreds of staff were to be involved.Duties:• Supervised and coordinated the fully distributed first- and second-line IT support of 5 employees, allowing LOC staff to carry out their duties uninterrupted.• The day-to-day running of the service desk and monitoring SLA compliance.• Developed technical specifications for hardware, software, and IT services.• Prepared department's budget and financial plan using 1C.Achievements:• Delivered network connections to the World Cup venues (10 arenas at 10 cities, training grounds, LOC office).• Has conducted dozens of procurements and tenders for IT hardware, software and services, and has been involved at all stages of the process - writing technical specifications, selecting a supplier or provider, negotiating, contracting and controlling payments.• Optimized procurement procedures. Decreased spending by 24% on average by implementing the SaaS approach.• Utilized the budget by 94.3%.

Private medical center, market leader in the skin diseases treatment with more than 200 employees in 15 locations.Duties:• Led the digital transformation of the organization.• Managed the process of implementing a medical information system.• Automated the receipt of laboratory diagnostic results by customers.• Created and managed the first- and second-line IT support from a scratch (15 people overall).• Initiated the move to open source, reducing costs by 54% per year.• Automated information exchange with external services.• Reduced the number of incidents on the server and network infrastructure by 93%.Achievements:• In the early days of the COVID-19 pandemic, provided effective IT support to the clinical laboratory, enabling rapid initiation of PCR testing of the population.• Automated the work of medical stuff (Head office and 15 branches).• Initiated additional training for an employee, allowing the company to have a qualified information security officer without expanding its staff.

Kadet Group is one of the largest distributors of alcoholic beverages with more than 30 divisions in southern Russia and the southern Urals.Duties:• The day-to-day running of a service desk and problem-solving, configuring workstations (approx. 300 PCs), AD and server management (DC, WSUS, etc.).Achievements:• Optimized business processes and reduced software licensing costs by connecting dozens of company branches across the country into a single private VPN.

Federal Tax Service is a federal body of executive authority responsible for carrying out state registration of legal entities and natural persons as individual entrepreneurs and farmsteads.Duties:• The day-to-day running of a service desk and problem-solving, configuring workstations (approx. 150 PCs), AD and server management (DC, WSUS, etc.).Achievements:• Have worked my way up from an ordinary member of staff to acting deputy head of department.