Yango Delivery is a last-mile logistics service, a part of one of the largest it-company currently operating in 18 countries worldwide.Key achievements:• developed a system for preboarding, onboarding, and training employees in customer service, sales, and operations departments across 18 countries.• built a soft skills training system for customer service and sales employees from the ground up.• established a mentorship program for customer service employees from scratch.• developed a leadership skills training program for mid-level managers in customer service.• established an interaction system between training teams, content management, and quality control teams to quickly and effectively bring customer service and sales employees to high performance levels.• adapted a content management system to enable customer service employees to efficiently resolve their tasks when interacting with clients.• successfully implemented cross-functional projects with the HR department to reduce newcomer turnover and increase the lifecycle of customer service and sales employees.

Ucar is a technological company like Uber but for autoservices. Main goals of the project were establishing recruitment and onboarding systems of blue-collar workers for carsharing and kicksharing companies on Russia and CIS markets: Yandex, CityDrive, Urent etc.Key achievements:• adapted hiring funnel to the needs of the business, improving processes at each rectruitment stage, expanding the funnel and synchronizing with the business needs;• developed staff retention system for the carsharing business, its implementation and maintenance;• adapted current onboarding system and its automation (chatbot);• adapted of the tutoring system and built EJM;• built a system for collecting and analyzing key performance indicators (position closing time, cost per hire, conversion to 1st/3rd/5th shifts, etc.).

Qiwi is a company that provides payment and financial services in Russia and CIS countries.The main goal of the project was to create and visualize HR strategies for customer service (B2C, B2B, technical support, internal products).Key objectives:• assessment of current HR processes, the staff potential, the existing difficulties;• identification of priority areas in which to work with staff;• definition of goals, objectives, and a system of measures that will allow the implementation of strategic plans;• phased implementation of the action plan and strategy components.

After the closure of the business unit in the joint venture between VK and Sber, I transitioned within the group of companies and worked in the leasing division of Sber's ecosystem.Key achievements:• developed effective induction programs • created training and development system of new staff• updated grow and retain talents system, icl. HiPo project• worked with C&B to establish new salary model based on grades and competencies

Worked for Citymobil, part of a joint venture between VK group and state-owned Sberbank, is the second-largest player on the Russian ride-hailing market, behind Yandex GoMain responsibilities and achievements:• created and executed learning strategies and programs. • evaluated individual and CX departement development needs. • implemented various learning methods in CX departement (coaching, job-shadowing, online trainings). • helped CX managers develop their team members through career pathing.• organized hiring and training activities for CS staff.

After selling the business to Yandex in 2018, I worked at Yandex Go. Yandex Go operates taxi aggregation and food tech businesses across Russia, CIS, Eastern Europe, Africa and the Middle East.Main responsibilities and achievements:developed "from scratch" and implemented systems: full-time and distance learning of regional centers' staff and adaptation process of regional centres employees.

Main responsibilities and achievements:• developed and implemented a talent development project at the local level.• successfully accompanied the adaptation period of the staff.• conducted trainings on a regular basis: facilitation skills, active sales skills, leadership basics, public speaking skills.