Angela Tkachenko Email & Phone Number

United States

Analyst Lead @ Strategic Partnership & Service Integration- Vendor Mgnt - Electronic Data Interchange projects and roadmap support for the system integration managers- SLA”a validation- Methods and Procedures updates

San Diego County, California, United States

Business Analyst / Strategic Partnerships & Service Integration/ Kaiser Permanente-Project manager at Strategic Partnerships and Service Integration Exchange Testing Project. Executed connectivity and integration testing with Exchanges for Renewal&Open Enrollment 2023. (Planning, scope, roadmap, responsibility matrix, vendor mng, kick-off, status reporting, ad-hoc reporting, lessons learned, best practices, defects resolution, mitigation activities).- EDI projects and roadmap support for System Integration Managers. - Intake WorkRequests and IncidentRequest.- Create consolidated system downtime, batch processing, holiday hours year calendar by Exchanges.- Manage KPMC (Kaiser Permanente Membership Connect) knowledge base tracker.- Update Methods and Processes, SLA's for Vendors.

Laguna Beach, California, United States

The Pearl Laguna is a luxurious wellness boutique hotel.- Developed and performed wellness programs: Qi-Qong, Meditation, Reiki, Yoga. Hiking instructor.- Delivered an exceptional customer experience.- Collected and implemented customer satisfaction improvement initiatives.

Newport Beach, California, United States

E-commerce Company specializes in buying and selling authentic high-end apparel and accessories.- Customer sales and service, account management.- Conducted local marketing, showroom events, and personal meetings.- Inventory management, data input, maintain listings, photo shooting.

Moscow, Moscow City, Russia

The leading international Telecom operator and digital service provider in Russia, Ukraine, Armenia, and Belarus, over 100 mln. mobile subscribers and 9 mln. customers of fixed-line services (http://ir.mts.ru/home/default.asp)- Developed Voice of the Customer Platform, the automated online system for collecting, measuring, analyzing customer and employee feedback, and improving customer satisfaction. - Implemented new business processes, policies, and procedures based on customer feedback, and made them more transparent, automated, and simple. - Measured and tracked Net Promoter Score (NPS), Customer Satisfaction Index (CSAT), and other CX metrics across customer journey steps. - Acted as a key member of the marketing team in preparation of the company strategy, goals, marketing plan, and KPI’s.

Moscow, Russian Federation

ABSOLUT - The leading residential property and civil infrastructure developer, a fast-growing Real Estate Facility management company.- Managed sales and service of the residential complexes. - Developed customer-centric processes, service, and quality standards.- Delivered brand strategy, design, site, products, and services.- Implemented new products.

Moscow, Russian Federation

The leading International Telecom operator and digital service provider in Russia, Ukraine, Armenia, and Belarus, over 100 mln. customers. (http://ir.mts.ru/home/default.asp)- Developed, implemented, managed a Satisfaction Measurement system for internal CX and marketing research. Managed and delivered all project life cycle activities from start to finish. - Coordinated international Retail Transformation project. Developed award-winning shop design, new standards, KPI’s, procedures, and training program.- Collected, measured, monitored, and improved CX day-to-day initiatives across customer sales and service touchpoints. - Organized and led process improvement workshops and training for business units.- Responsible for communicating project status across multiple teams.

Moscow, Moscow City, Russia

MTS Telecom System Group PJSC (NYSE: MBT), Marco Region Moscow- Managed team of 14 for quality control and training in a network of 40 sales stores.- Analyzed, monitored, and regularly reported on sales and service results. - Ensured all frontline policies and procedures are followed and achieved KPI’s.- Analyzed customer metrics and transactions to identify common issues and opportunities for business process improvement.- Created standards, policies, and procedures and conducted employee satisfaction research.

Moscow, Russian Federation

Rostelecom - leading broadband and fixed voice provider in Russia - http://www.rostelecom.ru/en/- Created and implemented KPI’s management system for sales, customer satisfaction, and quality in contact centers and retail.- Implemented new business processes and customer service improvement programs.- Organized conferences.- Conducted marketing research.- Developed and led training programs.

Kaluga Region, Russian Federation

- Conducted qualitative and quantitative research, surveys.- Controlled and audited the quality of research.- Organized customer-centric workshops and training.

Kaluga, Russia

Apparel Manufacturing Company- Developed and implemented IT solution for accounting, logistics, and purchasing fabrics and accessories, calculating leftovers, and ordering new materials.- Account management.-Sales and customer service for B2B clients.

Master'S Degree In Social Studies, Social Work

Postgraduate Degree, Social Research, Business Games