Managing key divisions of the company:- regional hub network (Russia + Kazakhstan, 8 clusters, 33 cities)- operational logistics management (15,000+ couriers)- contact centers (2 cities, 500+ employees)- analytics, quality control, customer experience- project officeCompleted tasks:- launched from scratch 2 CC for clients of 2 Yandex businesses: Eats and Lavka- implemented ML, WFM, piecework payment system for operators- spending on customer service for 2 years has been reduced by 63%- customer satisfaction with the service has increased by 10% in 2 years- mass hiring of up to 3,000 new couriers per week has been built- x2 business growth (Q2 2020 / Q4 2019)- optimized logistics costs by 31%- launch of a new business vertical: grocery delivery from stores

- managing Customer service and sales- developed a new call center configuration (21% optimization)- introduced a system of end-to-end KPIs for all Customer service departments

- built from scratch incident management in the Bank- implemented automatic traffic planning and distribution- integrated processes of the Bank of Moscow and VTB24

- the development of contact center of MTS - Strategic workload and resource management in contact centers