More than 5 years IT Business Analysis&Design and Project coordination&managment experience in ERP system development. More than 15 years Customer Care & Sales experiences (5+ years as a Team Leader) in B2B and B2C segments also. Highly skilled in Customer Care, Account Management, Customer satisfaction&loyalty, IT Buiness analysis &design, Test planing&testing, Business process development and agile working. Experienced in lean, waterfall and agile methodologies, digital transformation, business development & consulting, performance management&mentoring, project coordination&management in cross-functional projects.Key tasks/responsibilities/experiences.- Improve Customer Loyalty, reduce churn- Provide quality service to customers and focus on developing processes and organizing tasks in a most effective and productive manner- Introduce new developments in order to improve the efficiency of Customer Care processes- Establish and develop reporting framework, provide reports to stakeholders- Plan, specify, test online customer portals and create user documentations, conduct trainings- Train and develop Customer Care referents, manage their performance- Establish and implement complaint management strategy and corresponding process, manage the process on a daily basis- Enable smooth cooperation between different organizational units to ensure efficient problem solving
Listed skills include Customer Satisfaction, Customer Service, Process Management, Customer Relationship Management, and 30 others.
