Mikael Cohen, Pmp Email & Phone Number

Stockholm, Stockholm County, Sweden

Stockholm, Stockholm County, Sweden

Stockholm, Sweden

Genesys is the global leader in cloud customer experience and contact center solutions, trusted by 10000+ companies in over 100 countries. Genesys Cloud Success Services offer multiple types of engagement to serve the needs of the business in CX journey. Professional Implementation Services are designed to quickly and efficiently enable businesses to adopt and extract value from Genesys Cloud CX SolutionManaged Genesys Cloud CX delivery projects at the forefront of Professional Implementation Services engagements using international teams of Consultants and Engineers and delivered directly to Customers or via Partners.

Stockholm, Sweden

Corporate outreach

Stockholm, Sweden

Led Distribution Service group that owns various Business Systems and assists all MTG Entities in creation of game-changing technology and services.Had ownership over Technical Products for Catch-up and VOD for Viasat in Nordics (Video-on-Demand service that provides over 100K titles of catch-up and SVOD content to over 1MIO internal and external customers) and Electronic Program Guide (Metadata aggregation platform that feeds more than 50K unique events daily to over 1MIO customers and 50 external parties). Provided local teams with Business Case calculations on new channels launch and STB utilization.Managed major projects and deals implementation, e.g. Disney catch-up in Nordics in 2017 (project to daily record over 1500 events on 7 channels for 3 countries).

Stockholm, Sweden

Managed Billing and CRM system migration for Viasat in Nordics and Baltics. The system that is responsible for invoices and payments processing for more than 50% of whole MTG Annual Revenue (6981 SEKm in 2014).Led international Project Teams as a part of Viasat Billing system migration, including central specialists, local teams of business representatives (Finance, Marketing, Customer Support etc.) and an external vendor. Provided Project status reports to MTG Top Management and Project Stakeholders.

Kiev, Ukraine

Had one of leading roles in Viasat Ukraine DTH platform launch. Was responsible for Viasat’s Product, Business systems, Logistics, Customer Service department and outsourced Contact Center. As a key part of Viasat Ukraine start-up leading team took initiative in shaping of Product, including pricing strategy, packaging, sales and communications channels. Directed Customer lifecycle, on-boarding experience and retention through product adoption and continuous communication using modern interaction channels (including new tech like B-Mail and OSD messages on Set-Tob box)Worked close with Sales and Marketing on simplifying platform entry and widening payments processing. Established Customer Support principles through Viasat Organization and contracted Call Center which led to first call resolution and Customer satisfaction above 85% Played central role in inter-department Business processes resolution and communication.

Kiev, Ukraine

Key role in supporting business changes and new initiatives through business rules, work procedures development and business systems ownership.Provided support and change management to corporate global goods management system. Led Call Center systems re-launch and implementation from technical perspective.Coordinated all HQ and local department business requests though established Process and Change Management routines. Provided training and information sessions to in-store personal (over 30 sessions and 150 people attended). Prepared and rolled-out new Call-Center introduction and trainings for all 45 employees.

Kharkov, Ukraine

Was responsible for QA Systems and statistical analysis of retrieved data. Overhauled QA Intranet site. Oversaw change management for 5 major QA systems. Developed reporting and information sessions for QA staff. Introduced Continuous Quality improvement programs using Six sigma approach to manufacturing. Designed Main Production KPIs for Physical quality.Provided support for special Projects and new brands launch, ISO 9001 Documents circulation and internal audits. Developed statistics crash course and trained all on floor staff (225 people)

Kharkov, Ukraine

Have been working with different companies focusing mainly on:- company IT, Web and e-commerce management- Sales and logistics support- Team management- Company ERP implementation

Mba Certificate, Mba - Program For Management Development

PMD mini-MBA program goal: to equip participants with skills and knowledge, which are required for meeting company’s strategic objectives.

Master Of Science - Ms, Biology, Biochemistry

Kharkov National University im V.N.Karazina

Education record