Katrin Fedossejev Email & Phone Number

Estonia

Tallinn

Tallinn, Harjumaa, Estonia

Tallinn, Harjumaa, Estonia

Validating and testing released and pre-release insurance products, describing the finding in Jira as a task, handling customer requests via Zen-desk,

My tasks included setting up and measuring of customer service quality and it's development, recruiting, site administration, coaching, planning the trainings, updating Service Standards. Implementing and ensuring that the processes and policies that assist in providing service with quality to customers are met. Solving the Quality feedback problem cases and working out improvement measures with the team. Organizing team events and meetings. Workforce analyses and optimising is an essential part in making contact center work effectively. Monitoring customer satisfaction, creating workflows. and monitoring of employee satisfaction.

Tallinn

Advising and supporting the Management Team at Sutherland Global Services. Primary responsibilities include design and document work processes, describing existing processes, suggesting improvements that will support the team to meet the client contractual metrics. Contribute to the redesign of the overall operational environment.

Estonia

I was the Member of the Management Board of a company with 100+ employees with responsibility for the Operations of a Customer Service and Support Center for Scandinavian Airlines. This comprises strategic planning, business development,recruiting, process planning and analyses, site administration, coaching. I had direct responsibility for the team of 10 employees which comprised of people with variety of tasks. My Team's performance was measured against the accuracy of workforce planning and analyses, real time performance and forecasting, the quality of customer services by measuring quality of employee performance and development. In addition my role in the Management Team includes being the first contact towards the Partner Manager at Scandinavian Airlines Direct Sales and Support regarding the Operational Performance of our company. In this role I have the task to have an overview of our and the airlines' monthly performance on meeting the agreed Customer Contact Centre Key Performance Indicators. We have to give feedback and it analyze both - the achievements and future challenges for our company and for our service buyers at SAS in Europe and the USA in the volatile airline customer service business. This is very much linked to telephony and IT developments in the area. Overall my role required to have an overview and also in depth understanding of contact centre business, experience in customer service, knowledge of computer- telephony integration and team work. It is important to see the details and weigh the possible impact. Being myself a part of the team I see the the Managements' role is to provide the means and tools for performance. Involved in planning and executing in-sourcing and out-sourcing. Due Diligence processes.

Tallinn, Estonia

Responsible for SAS Sales Processes implementation for Direct Customer Service and telephone sales, giving travel agent support and in Group Sales.

Estonia

Translate pharmaceutical documents, assist at the sales meetings, particiapte in conventions organizing.

Master'S Degree, Pharmacy

Education record