Osman Mukhudadaev Email & Phone Number

St Petersburg, St Petersburg City, Russia

- Implemented a culture of task management in Jira and the KANBAN framework. Before only 5 people used Jira irregularly, so after the implementation transparency and productivity went through the roof. Regular issue-solving time went from 2 to 3 days instead of a week to infinity.- Created 18 automation and 24 templates in Jira, Confluence and Slack which greatly improved the performance of 118 employees (including support agents). As a result, 5 to 10 minutes to create a decently looking task instead of a half day with back and forth between a reporter and an assignee.- Set up and established all communications with other departments so that support agents were always aware of all the necessary information and, if necessary, could quickly and easily receive any clarification on complex issues. This led to the fact that the processing time for complex tickets was reduced from 4 days to 2 hours.- Implemented a Help Center with 135 articles in 12 different languages so that clients can find the answers to the simplest questions themselves. The number of support tickets decreased by 13% (that’s almost 30,000 tickets per month).- Implemented and introduced for support staff new platforms for scheduling, tracking and managing Help Center articles. As a result, mistakes with payments of 9% have been reduced to 0%. (previously the schedule was compiled in an Excel file).

St Petersburg City, Russia

- Managed 3 teams of 12 employees: an onboarding team, an expert group and a project team.- Increased the number of high-value clients from 1 to 17. For this, I expanded the functionality of the project, participated in 22 conferences, visited 6 cities and held live negotiations with 60 or so people throughout the country.- Gathered the most experienced and qualified 5 employees into an expert group for reviewing common mistakes in the department. After analyzing the issue we conducted training / made changes in the process / creating automation (underline your choice). We re-engineered more than 100 processes, which saved us an astonishing 16 FTE (Full-time equivalent, which we used in the company) and reduced the risks of making mistakes.