In Process We Trust!

I'm a certified partner of PlanFix (www.planfix.com) platform. It helps people organize and manage collaborative work. You can set tasks, communicate with your customers, work with projects, distribute and track requests and many other things.PlanFix is equally well suited for businesses and non-profit organizations, public associations or any other group of people working towards a common cause. I can offer you not only a quality integration, also my long experience of business-process building and people management.

Project management:• Experienced in agile development methodologies;• Managing and delivering multiple projects from conception to delivery in different sectors such as “Video on demand”, “Social networks”, “Insurance” and “Retail market”;• Project division into milestones, epics, tasks, and assigning it to key personnel;• Project status and bug tracking in project management software;• Working actively in a fast-changing environment to achieve the goals;• Exceptional background (more than 10 years of occupation the managerial positions in the leading companies) in operational and people management at all levels, on-site and remote as well;• Proven ability to lead cross-functional teams and several projects at the same time (up to 3 projects simultaneously).Process management:• Modelling, documenting, analyzing and designing business processes: internal communications, human resource management processes, operational management flow with financial support and reporting; omnichannel support);• Examining the existing processes, evaluating them within the context of company goals;• Developing and improving internal department templates, standards, and processes, in particular: the procedures of hiring the personnel, purchases, coaching the new staff members, creating the company’s directory&Wiki, the feedback processes);• Coordinating the activities of individuals and departments involved in a process, ensuringefficient and effective work.

Operational management of the Incoming Calls Department with ~1200 employees; launch of8 remote contact center platforms; building up the 70% of the project’s top managerial structure in the course of 2,5 years. Design, development, and implementation of:• Department business process management system;• Internal info and news portal;• Accounting system of events of regular management with complete closed-loop cycle(interface and business logic);• System of integrated informational stream screens.Development and implementation of: • Motivation standards for operational bank center employees;• Bank clients verification standard;• System of synchronous work of remote contact center platforms;• Principles of remote work for call center employees.Participation in development of: • Bank clients segmentation project that allowed to manage traffic flow of calls moreeffectively and build filtration system;• Standards of internal services in the stream;• Interface part of Relations-with-clients management system, telephony system;Commissioning of WFM system. Integration of WFM system into internal information system;Conducting learning sessions and training for key strategic stream managers (KPImanagement for contact center leaders, Time management, Stress management);Implementation and switch-over to cloud tools of teamwork management in the department.

• Development and implementation of modern telephony systems; • Implementation and launch of the CRM system; • Monitoring of strategic indicators and reporting system; • Development, maintenance and control of the learning process for the employees of the retail network;• Negotiating with partners, contracts; • Quality control and evaluation of subordinates work.

• Monitoring key processes indicators and reporting; • Quality control and evaluation of subordinates work; • Coaching; • Training and development required skill set for a team; • Full life-cycle recruiting;• Participation / implementation of the projects:the telephone survey of clients; investigation of competitors on the phone; complex workwith complaints; welcome call; the Technical Support group;• Planning, organizing and launching Web chat.