Dmitriy Chernov Email & Phone Number

London, England, United Kingdom

Moscow, Russian Federation

Core responsibilities:❏ Client Service Team management and development (10+ KAMs in Moscow, Vladimir and Kiev)❏ Strategic development of Key Clients❏ Maintenance of Client communication consistency and quality process❏ Business processes analysis & continuous improvement❏ Control of revenue and profitability fulfilment and growthKey achievements:❏ Significant increase of Client satisfaction: Best NPS results in CEMEA Region in 2017❏ Quality and Service Development of existing programs: quarterly K.Sat implementation (NPS)❏ Implementation of corporate account management standards (first country in CEMEA )❏ Internal reporting process development and implementation❏ Development of Account Manager onboarding and projects transition processes❏ Launch and support of several new key Clients in the role of account manager

Moscow, Russian Federation

Core responsibilities: - Client Service team management and development- Maintenance of Client communication consistency and quality- Control of revenue and profitability- Sales and marketing strategy development- Outsourcing market research and active SalesKey achievements: - Communication and client management improvement through modification of Clients’ distribution within the team and new internal procedures development- Team evaluation and individual development plan execution, achievement of sales and profitability goals- Successful acquisition of several new Clients and development of the major existing one

Moscow, Russian Federation

Core responsibilities: - Telemarketing team management- Outsourcing contact centers management- Sales performance and budget control- New vendors selection and integration into the existing processes- Telemarketing campaigns development and launchKey achievements: - Implementation of new analytical approach to result forecasting and achievement in different campaigns- Achievement of sales and profitability goals- Fast switch to a new vendor with different partners

Moscow, Russian Federation

Core responsibilities: Setup of Contact Center processes based on Company’s business needsKey achievements: - Successful implementation of CRM system and customer service strategy- Development and successful execution of Telemarketing campaigns with various goals- Rrecruitment and training processes modification- Reporting & KPI system development

Moscow, Russian Federation

Core responsibilities: - In-house Call Center operational management (Customer support within Inbound / Outbound Calls, Telemarketing)- Call Center support functions management: Quality Assurance, Training, WFM, Analytics- Call Center structure and business processes development, participation in IT solutions implementation, close collaboration with Operations, Collections, Branch Network and MarketingKey achievements: - Development of strong call center division from the scratch- Implementation of remote and self-service channels, IT solutions optimization andimplementations: migration to a new enterprise platform, new common reporting system,merging of information from several banking systems, ticketing system, work forcemanagement, intranet