Multichannel Communication Center project: leading the project of a system implementation in terms of:- Managing project team (project phases: business and technical requirements, tenderingdocumentation finalization, choosing a vendor, conceptual design preparation, system delivery)- Ensuring remote communication between public administration and tax payers through phone, chat,email and video channels- Deployment of chatbots and voicebots- Designed and applying new service model in Contact Center- Project Budget ~ 11 million EuroDesigning and undertaking innovation and development activities , in particular in the field of technological development.Carrying out tasks related to the implementation of development works.Cooperation with the Ministry of Finance and organizational units in the field of customer service standards including the exchange of information on technologies and trends useful in the implementation of tasks.Negotiating contract extension with recent vendors.

Initiation & design of omni-channel communication platform. Strategic modelling & planning. Business development activities. Coordination of RFI & RFP processes. Responsible for creating new pricing models. Modern communication & collaboration channels development.

Organize and execute assigned business global initiatives in the area of digital banking and remote relationship management. Formulate recommendations with attention on client’s requirements and sharing best-practice based on launched projects. Presenting findings which strive to digital excellence with remote human interactions via chat, video & call center channels. Data analysis and process optimization with the focus on retail banking. Working onsite and remotely in presales process. Cooperating with potential clients during pre-sales process.

Implemented remote advisory and sales of mortgages in Contact Center (process, incentives, success fee model). Budgeting and cost control for banking projects. Working on commercial support of digital sales in Contact Center channel. Optimization and simplification of sales processes.

Contributed in design of efficient digital and call centre sales processes. Sharing ideas of strategic sales initiatives (working on-site and remotely with CEE countries).Supported sustainability of financial results among CEE bank’s call centres. Planned and implement x-channel strategy in terms of service and sales processes, defined the KPI’s precisely, as well as enhanced the local contact centre to achieve the forecasted sales and quality targets.Running feasibility studies and business cases for video banking implementation.

Functioned on strategic objectives, which included 3Y strategy of the company for year 2011-2013; while also prepared budget by cooperating with financial department. Implemented sales tracking in databases. Proficiently controlled sustainable efficiency of contact centre. Managing the team of 10 people; task management, coaching, incentives. Responsible for forecasting and planning process (1000 employees).

Responsible for Work Force Management implementation, increasing productivity by 10%. Leading forecast and scheduling activities. Optimised the planning process, including simulation modelling. Implemented database systems to optimise contact centre analysis (programming languages: SQL, VBA for MsExcel, Java) in the area of sales and operational efficiency.