- Developed and implemented a comprehensive customer service strategy.- Managed a team of 13 employees, overseeing the Contact Center, quality control department, and complaints department.- Enhanced efficiency in processing customer requests.- Documented business processes within the customer support department.- Established and monitored Key Performance Indicators (KPIs) to gauge departmental performance.- Designed and executed a loyalty program.- Spearheaded the creation and implementation of a customer Net Promoter Score (NPS) measurement process.- Continuously monitored and enhanced the quality of customer service.Project Manager Responsibilities:- Led the integration project of the company's new website with iiko CRM.- Collaborated with delivery services including Glovo, Rocket, Bolt, and mono expirenza.- Conducted customer segmentation and initiated retention strategies.- Oversaw Cost Per Acquisition (CPA) control, Average Selling Price (ASP), and conversion across various channels.- Launched both online and offline initiatives to increase customer acquisition and order frequency.

Responsibilities and Achievements:As the Нead of the contact center:- Creation from scratch, organization, and control of the contact center.- Establishment of business processes in the department.- Development of call scripts and workflow algorithms.- Formation and reporting on the results of the contact center.- Participation in the selection and training of staff.- Development of KPIs and implementation of motivational programs for the staff.- Creation of work schedules for contact center employees and control over compliance with them.As the Нead of customer service:- Development of a customer service strategy. The company cooperates with the B2B and B2C segments.- Selection and implementation of a service desk system for interoperability "company - partner - customer" taking into account the SLA and issues.- Creation and implementation of work regulations in accordance with the current system.- Establishment and implementation of a process for measuring the NPS level of customers.- Monitoring and improvement of customer satisfaction.- Coordination of interdepartmental communication.- Supervision of social media outreach.- Management of SMS, Viber, and push messaging.As the leader of projects:- Development of TOR for the billing project: writing Use Cases, creating a backlog, prioritizing tasks, setting tasks for the team, and controlling their implementation.- Monitoring of customer payments and implementation of projects to increase the number of payments.- Implementation of a number of set additions and conversions to paid tariffs.

Achievements:- Establishment of the Customer Care department for Bigl.ua from the ground up, providing comprehensive support to over 10,000 B2B-customers and a larger number of end-users.- Successfully scaled and adapted the Customer Care department when Bigl.ua absorbed AUKRO.UA, enabling the processing of a ninefold increase in customer requests.- Formation of a strong team and implementation of efficient business flows to improve effectiveness and reduce time consumption.- Introduction of Quality Service Standards for B2B-customers, alongside automated services enforcing these standards.- Personal handling of divergent and prominent customer requests and user cases.Responsibilities:- Development, implementation, and documentation of Customer Service business processes and flows.- Budget management for the Customer Service department.- Enhancement of service quality for B2B-customers and end-users, including workmanship, speech standards, and fostering positive feedback and interaction.- Focus on increasing end-user satisfaction and trust.- Implementation of email marketing strategies.- Creation and monitoring of KPI scorecards.- Requirements discovery and management, business analysis.- Improvement of marketplace software functionality, including use case development, Functional Specification Document (FSD) creation, and collaboration with the IT department.- Human relations and coaching, including staff recruitment, performance evaluation, tutorials, one-pagers, landing pages, and video lessons.- Consultation with related departments to optimize their workflows.- Conducting training sessions for B2B-customers and end-users in classroom settings.

Achievements:A contact center in Zhytomyr was established, 30 employees;Implementation of Order Tracking project: end-users (buyers) are able to see full-cycle of their orders processing (from order initiation to delivery status); cases when a customer hasn't received their purchase or has canceled it were also automated; the front-end, e-mail and SMS pushing were under my guidance too;Effective management of a team which consisted of Contact Center (28 employees), Customer Care (4 employees) and Reclamation Department (2 employees).Introduction of a ticket-system for processing customer requests and reclamations;Supervision of the Web Chat project; Responsibilities:Strategical and tactical planning of department development;Budgeting of Customer Service department;Department team management (Contact Center, Customer Care, Reclamation Department, 34 employees in total);Development, implementation and documenting of Customer Service business processes and flows;Crisis management, problem solving;Getting more satisfied end-users (buyers) and improving their trust;Communication and collaboration with partners: delivery services (Nova Poshta, Postman, Mist Express), commercial banks (PrivatBank, Raiffeisen Bank Aval), payment services (PayU);Requirements discovery and management, business analysis, bottlenecks discovery, performance improvement;Improvement of software functionality of the marketplace, use case development, FSD creation, communication with IT department;