Igor Panasenko Email & Phone Number

United States

Kyrgyzstan

• Job responsibilities:
• Management and development of Directorate divisions (staff: 250 persons):-Contact-Center;-Sales and Service Offices (over 50 offices all over the country);-Back office;-Monitoring and Quality Control Group;-Incidental.
• Planning and optimization of Directorate divisions performance, performed work monitoring, efficient resource allocation;
• Analysis and control over technological improvements that enable to increase customer service efficiency process and optimize operating costs.Achievements:
• A 24-hour information support for subscribers in 4 languages was provided;
• The transition from the Call-center to Contact-center was made (text links added );

• Job responsibilities:
• Contact-center planned targets achievement (Service Level, Average Handle Time, Average Speed of Answer, Average Waiting Time, Lost Call Rate, First Call Resolution, etc.);
• Managing all contact-center functions, including training, quality control, staff hire and improvement of processes organization;
• Preparation of proposals for strategic planning and development of the contact-center, analysis and rationale for the selection of the most promising directions of the contact-center development;
• Operational objectives formation and monitoring their performance. Management of contact-center staff relationship;
• Formation of effective scheduling for specialists;Achievements:

• Job responsibilities:
• Projects development and implementation, control over term and quality of projects implementation in accordance with the approved plan;
• Analysis and optimization of existing business - processes;
• Specialized software administration;Achievements:
• For mobile phone provider Call-center based on Avaya equipment was created from the very start;
• IVR systems were implemented and set up;

• Job responsibilities:
• Initiation and management of projects for Strategic Development of call-center divisions, the Credit Control Group, Subscribers Proactive Preservation Group;
• Development of technical tasks aimed at improving the efficiency of service processes (including a CRM system);
• Monitoring the results of project performance;
• Maintenance and administration of various applications (Remedy, CRM Collection, Knowledge base);
• Development of the structure, IVR voice portal management;Achievements:

• Job responsibilities:
• The creation, content and information support of Knowledge base;
• Maintenance of MS SharePoint internal corporate portal;
• Setup and implementation of an escalation of customer requests BMC Remedy
• Software products staff training (Remedy, Knowledge base, CRM from Bercut)Achievements:
• Informational Knowledge base for mobile phone provider was implemented (information about services and tariffs);

• Job responsibilities:
• Maintenance and support call-center equipment based on Cisco IPCC;
• Over 100 workstations maintenance;
• Office software administering;Achievements:Call-center equipment stable operation was provided

• Job responsibilities:
• Direct interaction with customers on the phone informing clients about the services and products of the company.
• Online determination of objectives and problems of persons addressed the Customer service.
• Resolving conflict situations, assistance to clients in solving their problems.
• Computer data processing. Information registration (customer complaints, the complaints, comments and / or requests, etc.).Achievements:Best targets of sales and consultations, upgrade.

Bachelor'S Degree, Lawyer. Civil Law., 4

Engineer'S Degree, Communications Networks And Systems, 4