Oleg Borisov Email & Phone Number

Moscow, Мо, Ru

Industry: online school for gardeners. RESPONSIBILITIES: - Working with CRM Bitrix24: setting up funnels and robots, analyzing capabilities and integrations, managing data and addressing bottlenecks in processes. - Creating documentation: technical specifications, user stories, and use cases. - Planning sprints for tasks. - Training and consulting employees on process-related questions and the use of Bitrix24, GetCourse, OnlinePBX, and Telegram-bot. - Conducting meetings and discussions with the team to analyze and discuss current tasks and their solutions. - Using BPMN 2.0 in Miro to develop and optimize business processes. - Conducted an evaluation and analysis of information systems to choose the optimal CRM system for the company. ACHIEVEMENTS: - Created and set up processes in Bitrix24, which increased the efficiency of customer service by an average of 25% and reduced the time spent on routine tasks. - Implemented Notion for maintaining a knowledge base on core processes, with a breakdown of all information systems used in the company for employees. - In 2.5 months, I was able to gather requirements from the business and launch a Telegram bot with integration into Bitrix24 with the development team, to connect students (clients) to the relevant online school groups and remove them from the school upon expulsion.

Moscow, Russia

Industry: buying, selling, and exchanging apartments in Moscow and the Moscow Region.Number of employees: ~400 RESPONSIBILITIES: - Compiled technical requirements for the TG-bot (gathered functional and non-functional requirements, metrics for further analysis of inquiries). - Updated process diagrams in UML notation (Miro) for the commercial department, including processes related to buying, evaluating, and selling real estate. - Described tasks for the development team related to changes in the AMO.crm processes. - Monitored the completion of tasks assigned to the development team. - Collected and analyzed a backlog of improvements in AMO.crm. ACHIEVEMENTS: - Developed an effective and accurate technical specification for the TG-bot, which improved the analysis of inquiries and overall productivity. - Was responsible for the monitoring and completion of development tasks, ensuring timely and quality delivery. - Reason for leaving: Unexpected staff reductions in the department occurred in early 2022.

Moscow, Russia

Industry: online education in IT. The company has around 1300 employees. RESPONSIBILITIES: - Gathered functional/non-functional requirements, helped with process formation for internal customers. - Conducted CustDev. - Compiled documentation on company processes (instructions/regulations). - Gathered process diagrams in BPMN 2.0 notation - As Is / To Be, using Miro. - Configured low-code processes in CRM for internal customers (departments: Management, AHO, HR, Support, Document management). - Tested created processes before handing them over to customers, recorded screencasts of testing. - Trained employees (initiators/responsible parties/performers) on new functionality, processes. - Communicated with CRM support for better solutions to implement processes and correct system errors. - Gathered backlogs (reports) on employee requests (errors/adjustments for CRM). - Maintained and improved launched processes in CRM. - Formulated sprints for developing/improving processes and task execution. ACHIEVEMENTS: - Developed and launched processes in the HR department (employee/expert search request, vacation, sick leave, onboarding, termination, etc.). - Regulated and launched processes in the Customer Support department (SUPPORT): a) Refund request for students: over 2500 inquiries processed in 1 month, SLAs created for each request, and analytical reports produced. b) Creation of education certificates for students. c) Feedback collection from students - around 250 inquiries collected in the first week, manual transfer of requests to responsible parties eliminated, and SLAs introduced for request processing time analysis. - Regulated and launched a process in the Management department (Security) for opening/closing employee access to company services (before the process was implemented, initiators (employees) created tasks in different projects without a prescribed regulation, and the number of requests was analyzed).

Москва, Россия

- Administered employee accounts, ensured operation of CRM system and mobile application based on SalesForce- Processed technical requests from employees, performed application diagnostics and provided solutions- Created instructions on how to work with applications and fix errors- Analysed and collected backlog of incidents (requests)- Escalated employee requests for fixing / testing to the next level (GitLab)- Participated in the planning of updates to the CRM systemAccomplishments:- Optimised analytics in Excel using formulas: summary tables, VPRs, GPRs, SJPROBELS- Developed a knowledge base and regulations for working with CRM-system in SharePoint- Started working with XML-files and finding errors in them- Compiled weekly reports for the area manager on crm system performance.Reason for leaving: I received an offer from Mail.ru (VK) for the position of business analyst, I prioritised development in business analysis and process automation.

Москва, Россия

- Managed a regional (outsourced) contact centre team of 10 to 15 people, depending on the workload- Shaped and distributed the workload to employees (calls, chats, support requests, tasks in Jira)- Conducted analytical work on key indicators of the department (CSAT, CVR, SLA, FCR, etc.).- Controlled the quality of operators' work: listening to calls, checking chats, analysing processed orders and requests.- Created KPI system for specialists, tracked CSAT, ETA, CVR, SLA, etc.- Tested new functionality for tracking corporate orders implemented by developersAccomplishments:- Maintained personal and team SLA and KPIs for calls, referrals, help desk (CSAT > 4.96, CVR > 95%)- Conducted CustDev and developed in-house process for tracking B2B orders and on-time vehicle delivery- Created specifications for the development department on call and order processes- Trained staff in my department and colleagues from other departments on new call and order functions

Бакалавр, Логистика, Организация Перевозок И Управление На Транспорте (По Видам)

Повышение Квалификации - Управление Продуктом,, Product Manager (Analyst)

Диплом Специалиста По Инженерной Специальности, Автоматизация Технологических Процессов И Производств, Технология Машиностроения