Yuri Gurevich Email & Phone Number

Kingston Upon Thames, Gb

London, England, United Kingdom

• Accountable for all process improvement efforts and communication in a Global Client Success team, situated across 9 different countries and 7 different time zones (50+ FTE)• Implemented a Voice of the Client program utilising Salesforce to capture client feedback they are looking to ISS to solve for. Over 6 months, circa 200 records submitted, with a combined client subscription value over 100 million• Set up knowledge management process, implemented in Service Now. Over 100 articles published, 70 average monthly unique visits. Serves as a single source of truth for all operational knowledge• Created process architecture, capturing end-to-end client journey. Consists of 28 process models mapped to a BPMN 2.0 standard• Partnered with the Regulatory Product teams to streamline end-to-end product development process. Produced 6 process models with the accountability matrix, focusing on engineering and testing areas• Led the effort to improve client query management process. Leveraging JIRA, centralised where queries are logged, answered, and reported on, to improve client satisfaction and increase time to resolution

London, England, United Kingdom

• Scoping of end-to-end process improvement initiative within Cyber Security domain with potential annual cost saving of £100,000+• Creation of Process Development standards and governance process• Configuration of Process Management System (ARIS) and alignment with the governance process • As-Is/To-Be process documentation for how ASOS defines product sizing with potential reduction of customer returns globally

Hatfield, England, United Kingdom

• Created process model for how Ocado manages engineering changes to their automated robots with reduction of rework at the manufacturer by 20%• Carried out full review and re-deployment of fifteen processes in engineering in the Quality Management System, establishing clear process ownership and achieving an ISO-9001:2015 certification from external auditors• Providing process development and improvement consultancy service to process owners and the wider process community across the Group• Providing process governance to localised process development teams and ensuring that all processes across the business are coherently integrated into process architecture• Developing and facilitating process development training across the group to embed a process-led approach

Watford, England, United Kingdom

• Played a key role in development and implementation of an education program for 1500+ FTE globally with projected cost saving of 5% on customer refunds and uplift in first contact resolution• Reviewed carrier process for when a parcel is lost in their network, eliminating ASOS’ liability for certain type of lost parcels, and reducing customer waiting time for investigation from 7 to 2 days• Redesigned customer verification process, moving all interactions to digital channels and improving first contact resolution rate by 90%• Introduced a customer disclaimer when advising checks for potentially lost parcels, reducing number of disputed deliveries by 40%• Coaching Six Sigma Yellow Belts and Green Belts in process improvement cycle and underlying tools

Watford, England, United Kingdom

• Launched QA Environment for Russian Customer Care Operations, increasing service quality score by 7% and maintaining the highest Customer Satisfaction scores for five consecutive months• Delivered coaching sessions with the customer care advisors & their team leaders• Held calibration sessions with ASOS partners globally to ensure the consistency in quality marking• Created monthly quality data packs regularly and shared insights with the senior management team

Watford, England, United Kingdom

• Supporting customers with their pre-sales and order-related queries• Identifying and communicating gaps and/or opportunities in processes and policies to internal change teams• Identifying live issues and flagging them early to create preventative controls

Bachelor Of Arts - Ba, Audio Production

Higher National Diploma, Music Production

Btec Extended Diploma, Music Technology