Andrey Barsukov Email and Phone Number

• Organized and conducted market research of the Russian and international markets (desk research, field research, mystery shopping, quality research).• Conducted projects for the customers from the following industries: banks, E-com, telecom, finance, logistics, HORECA, consumer electronics, FMCG.• Conducted audit and optimization of existing business process of customers in the fields of sales and customer service. • Preparation of reports on conducted audit and market research… Show more • Organized and conducted market research of the Russian and international markets (desk research, field research, mystery shopping, quality research).• Conducted projects for the customers from the following industries: banks, E-com, telecom, finance, logistics, HORECA, consumer electronics, FMCG.• Conducted audit and optimization of existing business process of customers in the fields of sales and customer service. • Preparation of reports on conducted audit and market research results.• Analyzed customers’ acquisition channels, sales technics, internal tools of retention and development of clients.• Identified problem areas in the quality of customer service, analyzed verbal analytics of contact centers.• Worked out and formalized internal regulations. • Developed sales quality standards for the following business areas: on-line trading, transport services, wooden construction, furniture production.• Created methodology of training program for shop assistants based on the business process analyses and business development strategy.• Conducted pre-training diagnostics (interview, mystery shopping).• Content of sales training programs.• Employees’ assessment after trainings.• Implemented regular assessment tools of sales quality with the further post-sales support: check-lists, quality sessions, development of arguments library and work with objections.• Developed target KPIs in sales and customer service. • Participated in projects related to implementation of automated customers’ decisions: introduced CRM system with further education, recommendation on its usage and reporting structure. Show less

• Prepared scripts, roadmaps and instructions for call-center employees (manufacturer of kitchen furniture).• Organized and implemented mystery shopping project in 43 Russian regions with 78% retail chain coverage and 20 000 visits (food retailer). • Organized mystery shopping project (real estate company).• Elaborated and implemented cross-sales project (fitness club).

• Organized and conducted market research of Russian and international markets in the fields of telecom, E-Com, retail, finance services, logistics.• Created Customer Journey Map: description of customers’ profiles, creating usage scenarios, monitoring and conducting of desk research as well as field work in all points of contact.• Management of quality control of customer service projects: NPS, CSI, SL, Mystery shopping. Priority markets: telecom, finance, E-Com, HORECA, consumer… Show more • Organized and conducted market research of Russian and international markets in the fields of telecom, E-Com, retail, finance services, logistics.• Created Customer Journey Map: description of customers’ profiles, creating usage scenarios, monitoring and conducting of desk research as well as field work in all points of contact.• Management of quality control of customer service projects: NPS, CSI, SL, Mystery shopping. Priority markets: telecom, finance, E-Com, HORECA, consumer electronics, automobile industry, logistics, FMCG.• Development of markets and customers research methodology: implementation of international standards of GfK (KPI’s, check-lists, methods of assessment).• Preparation of reports on conducted research.• Member of international working team on customer service research and market analyses (Western and Eastern Europe, Emerging markets, Eastern Asia). Interaction with international market research agencies. Show less

• Active acquisition of customers from the following industries: logistics, finance, automobile salons, telecom, retail, HoReCa, real estate.• Realization of marketing projects: industry conferences, launch of on-line platform, implementation of Mystery Shopping automated project management system.• Leading of benchmarking research project related to customer service level on different consumer markets with the further publications in «Commersant-Money» magazine.

2005 - 2006 Head of Projects in Business Development Department. Research and launch of manufacturing division. 2002 - 2005 Head of On-line Projects. Launch of on-line shop. 1998 - 2002 Marketing manager. Launch of company’s brands to the regional markets of RF and CIS, implementation of marketing programs to support dealers, coordination of marketing specialists in regional offices of the company.