Sergey Garchenko Email and Phone Number

In my role as a Sales Operations Manager at Microsoft in Munich, Bavaria, Germany, I work closely with various stakeholders to drive sales performance and operational efficiency. I collaborate with Sales Managers and Business Program Managers to optimize sales processes, develop strategic initiatives, and analyze sales data to support decision-making and drive revenue growth.

Lead the strategic design and implementation of operations strategies in alignment with business growth and financial management objectives. Optimize operational processes, monitor project progress, liaise with global stakeholders, and facilitate customer success initiatives. Execute change management strategies, champion new business development, and leverage continuous improvement methodologies.Key Contributions:• Analyzed all business issues, creating solutions, and drove successful projects under CSP and Enterprise customers, examples of project, the business transition of Cloud Core Sales teams inside of Nokia.• Keeps a “pulse” on the individual market and monitors performance against baseline and targets baseline and targets. Achieved Sales Margin Improvement by 4% for 140 Sales Europe teams.• Actively framed and identify measures that improved company efficiency as well as created and implemented governance of Europe Market Management initiatives.• Drive Sales Incentive Program in Customer Operations (CO) Europe, 500 FTE+. • Successfully delivered Country Plan Project (CPP) as part of new Mode of Operation in Nokia. The Country Plan defines a Vision for the Nokians within a country and educates wider organization.• Successfully generated a 10M EUR increase in sales by achieving the pricing targets for the MN business across Europe. • Optimized, innovated, and streamlined operations by automation and digitization of processes in Customer Operations (CO) Europe. Achieved 1.5M EUR yearly saving for the digitization of tools.• Drive progress and ensure the delivery of EMEA-wide strategic initiatives with a wide range of partners across Product, Sales, Finance, Marketing, L&C, IT, and other teams.• Drive Market Unit bottom-up long-range planning, market sizing, pipeline, opportunities, and annual plan in close alignment with the Business Units. Ensure focus on strategy execution by driving B2B customer segmentation through automation and digitalization

The directed budget of €50M for European operations envisioned and implemented customer service procedures, policies, and standards aimed at increasing customer satisfaction, loyalty, and retention in an efficient manner. Defined targets and assigned dedicated customer service managers for effective problem resolutions.Key Contributions:• Coordinated and supervised daily company functions to ensure streamlined processing, management of interactions, and contracts with external partners/ vendors and internal stakeholders (~80 FTE ). • Accountable for Care margin improvement by 10% by reducing internal costs of support organization by 2M Euros while increasing customer satisfaction.• Oversaw company operations in Europe with a budget of 50Meuros providing excellence, cost-effectiveness, and timeliness of client and internal deliverables.• Improved customer satisfaction in accordance with NPS scores metrics from 6.5 to 8.5 metrics. • Pioneered improvement initiatives leading the company's strategic projects, driving regional maintenance programs, and concentrating on providing team excellence.

Led technical support services to deliver first-class post-sales support for Wireless, 2G, and 3G products across Russia and former USSR countries. Ensured on-time and within budget completion of jobs as per customer specifications. Designed and implemented new support processes and operational policies.Key Contributions:• Directed improvement of support key team performance indicators from 80% to 95%. (~30 FTE )• Allocated daily jobs and workloads as well as organized activities in Russia with additional support for post-sales and sales teams.• Responsible for Wireless, 2G, and 3G technical support services in the CIS region (Russia and formerly the USSR).• Controlled daily client escalation by delivering team excellence innovation of customer expertise and quality.

Spearheaded technical customer service, led issue tracking, championed customer support improvements, as well as ensured up-to-date support documentation and compliance with company guidelines.Key Contributions:• Furnished on-site and remote communication installations and configuration equipment for NGN networks as per customer requests.• Provided technical support for the NGN product line by offering preliminary knowledge and locating technical issues of the customer.

I had the chance to develop strategies for driving the efficiency of the Navvis global support team. In this role, I was actively involved in advancing the processes of supporting capabilities, increasing the customer satisfaction rate, designing and automating the supporting processes, and many other exciting initiatives to ensure the success of the outstanding global team of Support Engineers based in Munich, USA, and China ( ~ 20 FTE).

Key Contribution:• Maintenance support for corporate network, remote support, configuring computers and their modernization, functions system administrator.