Max Nechaev Email & Phone Number

Днепропетровская Область, Украина

Analysis and optimization of existing internal business processes.Automation and standardization of customer support processes.Changed and configured the remote operation of the contact center, Launched online channels (Web chat application, Facebook, Instagram).Implemented a process for collecting and monitoring quality metrics, developed and implemented performance indicators for the contact center.Analysis of customer feedback, launch of a system for implementing changes based on it.Established KPIs for contact center (support) employees.Monitoring the quality of work of the department's employees.Handling complaints.

Dnipropetrovsk Region, Ukraine

Dnipropetrovsk Region, Ukraine

projects:- Wellamart online store- Medical Data Management- Varus supermarket Launching of Call-Center Department projects from the early beginning (telemarketing, incoming line);Department management; development of a staff motivation system;Customer retention, search for new customers, contractors;Development of key performance indicators of the department;Staff recruitment and training;Development of documentation (job descriptions, department regulations, algorithms and standards for the work of operators, talk scenarios, project configuration, IVR surveys).Description of business processes of the Call-Center Department.Development of optimized shift schedules taking into account the peak load time of the lines, working time scheduling;Conducting internal trainings for operators;Reporting on the results of the month;Work with complaints, monitoring of incoming calls.

Dnipropetrovsk Region, Ukraine

Start- up projects:(ru: Твой мастер) - computer service IPnet - telecommunications, internetRozetka- online storeResponsibilities:Ensuring the implementation of the planned indicators on the volume and quality of the services provided;Description of the company's business processes, work standards, job descriptions;Monitoring of the staff work;Planning and monitoring of the implementation of the project objectives;Development of the material and non-material motivation system;Development of processes, algorithms, regulations, procedures and instructions;Development of proposals for improving the efficiency of the Call-Center Department;Monitoring the work of the Call-Center Department (online and by periods, analysis of statistical data);Updating of conversation scenarios;Internships and adaptation of new employees;Assessment of staff knowledge (weekly, monthly, quarterly);Quality assessment;Reporting on project results;Development and implementation of operators' work rules and their control.

Dnipropetrovsk Region, Ukraine

Organization, planning, control of sales of the Company's products in order to increase market share;Selection of sales agents (registration under an employment contract);Conducting trainings for the Sales Department staff;- for employees of dealers;- for installers;Development of strategy, sales standards, control over their implementation and sales analysis.Monitoring of agents' working hours;Establishment and maintenance of effective partner relations with customers (Dnipropetrovsk Region);Searching and attracting new customers;Organization of marketing events of different formats, their analysis;Preparation of incentive programs for customers in cooperation with the Marketing Department.

Foundations Of Digital Marketing And E-Commerce, 92.55%

Specialist Degree, Specialist Degree