Mila Likhacheva Email & Phone Number

Netherlands

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

Netherlands

- B2B Orders processing in SAP, Customers’ data management- closely working with other departments (Sales, Finance, CMF team, warehouse) providing precise information on products, clients, payments, deliveries, and stock replenishment- regularly liaise with Revenue department regarding overdue payments, outstanding payments, payment guarantees, etc.

Amsterdam Area, Netherlands

Achievements:• Launch of company's own helpdesk system in two organizations: IT company “Nauka” (250 users), Refinery “KINEF” (4000 users).Responsible for:- UX Research- UX/UI Design

Saint Petersburg

Achievements:• Software Inventory (over 6400 modules).• Built the support department from the ground up.• Proposed an idea and received management approval for the development of a new company product (Helpdesk system).Responsible for:- setting customer service standards (SLA), creating documentation and regulations defining work processes- coordinating with stakeholders across product, engineering, design, sales, marketing, finance, and legal teams- organizing the first- and second-line support- working on defining goals and vision of support department- providing requirements for the internal Helpdesk platform (company’s own product)

Saint Petersburg, Russian Federation

Achievements:• Full transition to a three-level support.• Reduced training period for new employees from 3 months to 1.5 without loss of quality.• Creation of a new company service provided by the 3d level of support team.• Successful completion of Microsoft license compliance verification.Responsible for:- managing a team of 20 people- team motivation and success- supervising resources allocation and meeting goals across different projects- problem-solving within the team- optimizing internal corporate business processes affecting the work of the department with clients- monitoring of the work of department employees, including analyzing frequently asked questions, determining the area of knowledge and skills that require further development- planning and carrying out activities to improve the quantitative and qualitative indicators based on the analysis of statistical information- developing internal regulatory documentation (job descriptions, work instructions, KPIs, etc.)- performing quality control of answers to customer questions regarding the services provided through the ticket system- responding to tickets in the event of an emergency, as well as resolving conflicts and/or controversial situations

Saint Petersburg, Russian Federation

Achievements:• Established and overviewed the Technical Support Department for B2B and B2C projects such as Amediateka, SPB TV Russia, Belt and Road TV (B2C), MTS TV, Voka TV (B2B).• Developed the processes, instructions and algorithms that would be used for the team as it scaled. Responsible for: - mentoring support team with a focus on professional development- interviewing and training of new employees; - organizing the work of the department, distribution of roles, duties;- creating a knowledge base, text scripts, and the troubleshooter section; - analysis of existing helpdesk tools;- working on defining goals and vision of the support section in all company products (pre-design, development of functional requirements, writing texts and constant audit of the data relevance); - providing an all level user and partner support for all company products - participating in the monitoring and testing of all the company services.

Saint Petersburg, Russian Federation

Master’S Degree, Graphic Design

Diploma with honors

Specialist, Organisation Management

Diploma with honors