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 Group;• 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 );• Telesales group based on Contact-center was launched to sale services, tariff proposals both to current clients and prospective clients;• Through Contact-center, and also in over 50 sales offices around Kyrgyzstan were provided: brand promotion, new subscribers connection, service sales, tariff plans, internet devices, administrative services;• It was provided: high level of customer service, service and sales planned target (according to subscriber polling subscribers service satisfaction rate is 90;• Project on Sales and Service Offices Opening around the Country was completed in time (over 50 new offices);• Incentive programs for employees were developed and implemented (sales increased by more than three times, a high level of service has been achieved);• http://shop.o.kg online-shop was started from the ground up; • New administrative services for subscribers were started;• They were implemented: recording system, SMS-evaluation, SMS-notification, Jira issue escalation, Confluence knowledge base and other systems, directed on resource optimization and improve of service process quality.

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:• Contact-center won the nomination (over 200 nominees): “The Best Small Contact-Center” according to CCG Call Center Awards, Moscow, Russia, 2011.• Planned targets achievement, for instance, Service Level 80/40.

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; • Informational knowledge base for mobile phone provider was implemented (information about services and tariffs);• Implementation of system for escalation of BMC Remedy clients requests.

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:• IVR optimization, call-center calls automation percentage increase to 60%;• Implementation of subscriber numbers registration system;• Development of procedures for blocking and restoration of subscriber numbers, issuing charge details;• Development and implementation of accounting to control the postpaid segment.

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);• Internal portal based on MS SharePoint was implemented;• System of escalation of customer requests BMC Remedy was implemented.

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