Ivan Emelyanov Email & Phone Number

Москва, Россия

* Strategic planing of the department of Quality Control and Anti-fraud development;* Leading command of 150 headcount who performs pre-moderation and post-moderations of goods;* Managing data-driven Customer Service;* Leading 6 different commands: quality control team, brand users team, post moderation, reclamations, training team, real-time analysis team;* Launched the new services in B2B/B2C/B2B2C fields according to the local laws and companies standards;* Launched a project of operational processing for the ML models of prohibited goods searching;* Launched and maintained the process of the MSDS verifying for the danger goods. Implemented tags for the fulfillment and logistic to prevent the order cancellation and delay of shipping;* Led the integration with the Роскачество (Russian legal source of quality certification) to improve the Customer Expirience; * Led the implementation of the Brand Service of Ozon, that provides three-way interaction between the owners of trademarks, marketplace and sellers;* Improved the AHT of the inbound activities in 40%, which made it possible to increase the level of checked goods from 100 000 up to 500 000 per day;* Implemented the Root Cases Analysis which made it possible to improve BDR by 57%, CSAT by 23%, SLA by 30% in six months;

Москва, Москва, Россия

Was the Project and Key Account Manager in 3 projects of the outsourcing contact center. * Prepared, launched and maintained a project of the technical E-commerce company;* Opened three new locations of the existing project in different cities;* Reduced the operational costs by 12% implemented the COPC oriented management system;* Maintained and led the process of the operational merger of three companies into one;* Reviewed the management system and aligned it with COPS CX Standard (Release 6.2);* Due to the implementation of new management system increased the revenue from 150 000 $ in July up to 320 000 $ in October;* Won 2 tenders of the outsourcing Customer Experience Company and started 2 new projects with total revenue of 100 000 $;* Was responsible for the next KPIs: AHT, SLA, CSAT, KSAT, Quality Score, GM, EBITDA;* Hired and adopted 4 operational manager to lead the command of 300 headcount.

Тольятти, Самарская Область, Россия

Was the Head of the outsourcing Contact Center with the 700 employees * Started 4 new projects of Customer Experience delivering for e-commerce, bank, taxi and retail companies;* Managed the launching process of opening a new compony location in a new city;* Hired and adapted 5 Project managers;* Increased the revenue from 35 000$ in January up to 660 000$ in November;* Was a Change Leader in the Six Sigma management;* Increased the KSAT from 8 up to 9,1;* Reduced operational costs by 18% due to the AHT improvement and voice analysis;* Made a coaching and training program of the TOPS (Teleperformance Operational Processes and Standards) and COPC for the first and second line managers;* Managed the shift to the remote format of work (WAHA) for 300 of agents in 3 days and saved all the Key Metrics in target (SLA, AR, CSAT, CCEA, BCEA, CCEA, FCR) during the lockdown.* Performed data-driven analysis in order to produce the Customer oriented Service;* Was a leader of the CX transformation, based on the Customer Journey Map;* Built a partnership with other departments and was a mentor in the employee development program;* Was responsible for the administrative department and led the process of rentrent, purchase and repair of equipment, provision of workplaces and others.

Тольятти, Самарская Область, Россия

Was a launching Project Manager of the contact center.* Launched 4 new projects of the overseas e-commerce, tourism, bank and medicine;* Managed 250 headcount team with more then 20 Supervisors;* Performed every-day analysis of the KPIs and planned the changing initiatives in accordance with them;* Performed coaching and trainings for supervisors and built the individual development plan for each of them;* Performed creating of the continuous improvement plan based on the Customer Journey Map;* Was responsible for the next KPIs: AHT, SLA, CSAT, KSAT, Quality Score, GM, EBITDA;* Hired and adopted 4 Asisstant Project Managers;* Was responsible for the budget planing. Increased the revenue from 50 000$ in August up to 150 000¢$ in December;* Reduced the AHT of the incoming calls by 27% and reduced 50 000$ of the operational costs;* Launched developing and implementation of the new CRM System, integrated with the thee-part services in the medical field to improve the multichannel customer experience.

Волгоград, Волгоградская Область, Россия

Was the Operations Supervisor of 20 headcount team in the outsource contact center on the project of outgoing sales in a bank field.* Produced everyday training, coaching and maintenance for a team to improve their skills;* Analyzed the performance deviations using 5WhyResons and DMAIC;* Performed Action Plans on the weekly basis to perform the continuous improvement;* Performed sales techniques trainings for the team to improve their result;* Analyzed the calls record in order to measure Quality Score and plan the actions to improve Customer Experience;* Launched and led the 3 months pilot project of outgoing sales in a bank field.

Бакалавр, Linguistics

Бакалавр, Learning Sciences

Education record