Elena Barantsevich Email & Phone Number

Warsaw, Pl

Вильнюс, Вильнюсский Уезд, Литва

- Conducted a project to evaluate the business strategy and operations of a group of companies across Kazakhstan, Georgia, Azerbaijan, Tajikistan, and Lithuania to identify market trends, uncover growth potential, and increase brands visibility. - Designed an action plan to drive business strategy in new markets.- Reviewed and updated client data collection via CRM, analyzing their behavior, requests, and sales segmentation to offer products based on their individual needs and value.- Conducted analysis of the price structure, documentation, bad debt composition, and inventory turnover to implement changes that increase process efficiency and aligned of the financial targets.- Developed budgeting and forecasting for 2025 sales, projecting a 24% revenue growth, and controlled budgeted plans and costs for 2024.- Updated motivation schemes for the multicultural sales team, focusing on market-specific needs.- Launched activities to identify, manage, and close sales opportunities.- Set up comprehensive sales reporting systems to improve visibility and monitoring of business results.

Минск, Республика Беларусь

- B2B Sales Strategy Development and Execution, creation and implementation of the sales processes and guidlines for new products (convergent offer mobile+fixed+ICT), business solutions, set up lead generation through various channels, focus on the revenue growth (shifting the trend from decline to revenue growth) - Launched targated campaigns via different channels, collaborated with teams during campaighn development process, measurement of their efficiency- Created new segmenation for the sales and marketing team- Developed churn prevention strategy, develop Last Minute offer.- Set up Cross-, Up-sale campaigns via e-mail, viber, sms, Self Care, implemented sales for new services (including Data Centers services)- Introduced a new motivation scheme for B2B sales managers, KAM and telemarketing focused on revenue boosting- Assessment of new locations for Fixed Internet infrastructure and Mobile coverage expansion with a focus on B2B needs. - Assessed the effectiveness of the sales channels, customer base balance and revenue- Budgeting and Forecasting B2B Sales with the controlling team- Monitoring the effectiveness of the marketing campaigns and participation in the launch of new products and revenue-boosting programs

Минск, Республика Беларусь

- Created the B2B Clients Service Direction, established Technical support and Field Service. FCR 91,1%, Agent’s occupancy up to 82%- Combined service approach for fixed and mobile customers after the M&A of new fixed companies- Launched Web Self Care, А1 App for B2B –44% operations were automated.. Voice Agent and chat bot were launched in test mode- Implemented KPI Metrics, monitoring continious growth of SL, NPS and TNPS. TNPS 60%+ CS – 84% NPS B2B 2018 46% vs 42% in 2017. SL – 90,7%+ with a 30% decrease in calls volume over the year from 67К to 46,6К due to process changes and automation of the call campaigns- Created the Telemarketing and Customer retention via calls, launch of the campaigns for additional services sales during incoming calls

Шарджа, Объединенные Арабские Эмираты

Full Cycle Hotel management:- Interactions with different municipalities handling certifications and inspections- Financial operations management- Adjusting pricing strategy, analyzing room occupancy, planning for the season, modifying booking and guest accomodation policies based on special requests.- Reducing operational costs by 15%, achieved by the changes in procurement approach and supplier changes- Ensuring 20% occupancy in the low season with corporate contracts - Ongoing recruitment and staff training - Interactions with agregators - booking.com, Hotels.com, ostrovok.ru

Belarus

- Management of the entire Customer Service direction (B2C&B2B) including Contact Center, Back office, Technical support, Training center, Customer development Center- Achieved a Service Level of 98 %, Complaint Rate of 1 %, TNPS 68,8%, Customer Satisfaction reached 84 %, with the lowest operational expenses in Telecom Austria group among the componies for customer service. - Maintained high customer satisfaction levels during continuous process and system changes (CSI 82-84%)- Developed Service Standards and implemented CEM in Velcom: CEM of the new products, annual customer experience audit and sharing customers feedback for marketing team - Conducted M&A evaluation Sales and Customer Service Divisions for 4 new companies (Fixed Internet providers). - Successfully unified Customer service teams (Mobile and fixed) and managed customer migration to the main billing system along with the processes change management- Set up analytics, reporting, KPI’s metrics for the whole team- Implemented an Employee development programm from start to ensure education

Azerbaijan

- Set up of the Customer Service in the third telecom operator in Baku (during company launch)- Developed & implement Customer Care strategy - Design new architecture of calls distribution correlating to customer segmentation and the levels of operators’ skills.- PM for projects:o new contact center o workforce management system implementation - Deliverable: Increase of the Call Centre operators work effectiveness in 2 times (from 2100 calls per operators per month till 4500 calls per operators per month).- Updated Self Care System (new IVR, USSD-menu).- Implemented Knowledge base, testing base, education program, web interface.- Developed and implement KPI system for Customer Care employees.- Implemented new Customer Care reporting system.- Reviewed and implement education and skills development program. - Human resource management (hiring of personal, internal team building development).

Belarus

• Restructured Customer Service Dept. New functional units created – Call Centre, Back office • Call Centre calls flow new designing development on the group based upon customers value • Employee education process formation on the company level • Reporting, monitoring, analysis and control in customer care • Basic business processes design and operation• Setup of Internal communication and cooperation between department (technical, marketing , sales, IT, finance) • Monitoring of employees (Call Centre, Front office)Evaluation of company projects and new products with point of customer's view.• Design and develop Self care systems (IVR, USSD-menu, ISSA, SMS).• Monitor and develop Customer Support business processes (Call Centre, Front office, Back office, employees education and raise the level of their skills). • Developed and implemented projects for internal business processes improvement.• Human resource management (hiring of personal, internal team building development).• Developed and implemented motivation program, employees' churn prevention program.

Executive Master Of Business Administration (Mba)

Talent Management Programm With Insead Courses, Strategy: Rethinking Business Models, Leadership, Digital Transformation, Multicultural Management

Higher School Of Management And Business, Jurisprudence. Economic Low

International Economic Relations

Music Player (Organ), Old Music Interpretation (Organ)

Personality: Harmonization and synchronization of all skills and communication processes.

Education record

Personality: Сlear understanding of psychological and physiological performance drivers, process- and standards- oriented approach.