Responsibilities: - International Technical support for 2 projects in 7 languages Staff development and motivation - Perfomance indicators (CSI, AHT, SLA) - Business process management - Department staff 20 FTE Achievements: - SLA of solving tickets 90/12, SL for webchats 90/30 - Building a process for incident management using priorities, terms and IT systems - Redesign of all support processes - New knowledge base with a transparent structure

Responsibilities:- Launching from scratch and supporting projects for omnichannel customer support of Ecosystem Sber- Building CJM and identifying insights to improve the customer journey- Setting up new contact center platforms, assigning tasks to the backlog of the development team- Description of customer support business processes in the contact center andpreparation of ordersAchievements:- Start and support of 9 Ecosystem customer support projects during the… Show more Responsibilities:- Launching from scratch and supporting projects for omnichannel customer support of Ecosystem Sber- Building CJM and identifying insights to improve the customer journey- Setting up new contact center platforms, assigning tasks to the backlog of the development team- Description of customer support business processes in the contact center andpreparation of ordersAchievements:- Start and support of 9 Ecosystem customer support projects during the year- Launching business processes for assessing FCR and CSI- Preparation of instructions on the procedure for all division support lines for Ecosystem productsImplementation of a new ticket system in customer support processes, development of all business scenarios, preparation of instructions for employees- Awarded with gratitude from the Deputy Chairman of the Board for launching the process of organizing interaction between the Bank's support and the support services of Ecosystem companies Show less

Responsibilities:- Department management- Staff development and motivation- Perfomance indicators- Department staff 160 FTEAchievements:- AHT (Average handling time) reduction 15%- AWT (Average wait time) 3 times reduction- Opening a new branch in another city- 3 times awarded by Director of Customer Service

Responsibilities:- Management of a team providing technical support for home internet and IPTV- Development and motivation of staff, setting goals and monitoring their achievement- Customer Service Quality Control- Team staff 20 FTEAchievements:- Organization from scratch of a new direction of multimedia support within the group- Manager of the year 2016- The best in the profession