Iryna Biletska Email and Phone Number

Directly responsible for National Customer Service•Directed and coordinated Contact Center (B2B), Support Service for Premium Customers, Telemarketing, Help Desk •Led and directly managed a team of 10 managers and their teams, 75 FTEs•Developed and directed Omni-channel Customer Service strategy implementation (phone/web calls, chat/chat-bot, e-mail & social networks) which helped transform the business from an operational focus to a customer focus and… Show more Directly responsible for National Customer Service•Directed and coordinated Contact Center (B2B), Support Service for Premium Customers, Telemarketing, Help Desk •Led and directly managed a team of 10 managers and their teams, 75 FTEs•Developed and directed Omni-channel Customer Service strategy implementation (phone/web calls, chat/chat-bot, e-mail & social networks) which helped transform the business from an operational focus to a customer focus and cross-sales•Optimized and automated Contact Center processes, as a result the cost of customer service was lowered by 30%•Launched support service for Premium Customers•Designed KPIs, implemented SLA, and brought Contact Center KPIs to the level expected •Developed and established employee’s motivation program based on KPIs, as a result staff turnover decreased from 80% to 40%•Created and implemented coaching platform for the whole department•Integrated CRM system for front office and automated most frequent customer service requests while minimizing business risks•Successfully managed a project establishing Interactive Customer Communication Channel based Online Chatbot Platform Show less

Responsible for Customer Service •Directed and coordinated Contact Center (B2B, B2C), Telemarketing, Card risk monitoring•Led and directly managed a team of 8 managers and their teams, 100 FTEs•Designed and implemented a Service Model for B2B & B2C •Established Telemarketing, managed Cash Loan Sales, increased telesales channel (up to 60%)•Integrated CRM for front-office•Managed a project on Cisco IPCC upgrade

Responsible for Customer Service•Launched Contact Center•Led and directly managed a team of 2 managers and their teams, 25 FTEs•Integrated the Contact Center into the process of claims settlement: insurance case registration, providing all stage information support for clients during insurance case

Directly responsible for operation process as a site leader in Odessa - 400 FTEs•Brought Contact Center KPIs to the level expected•Established Telesales (Cross&Up Selling in calls, Retention Calls, Contract prolongation, Cold calls) and Customer approve instruments includes Mystery Shopper and Net Promoter Score (NPS)•Launched Customer Service B2C

•Led, developed and supported 25 FTEs•Brought team’s KPIs to the expected level