Top-level Management of the Contact Center - 350 peopleIn this role, I faced the following challenges:- Complete renewal of the Contact Center management team- Transformation of customer service business processes- Launch of digital service- Implementation of infrastructure projects and solutions- Reassembly of cross-functional interaction processes- Transformation of the Contact Center corporate culture- Reassembly of training and development processes, recruiting, gamification and bonus rewards system- Providing support for digital products

Managed the strategic development of the companyConducted internal audit of operating processes of the companyOptimized and improved performance of support functions of the companyLaunched the Sales Department with a new incentive system, hiring forms and sales processes

The first fintech service on Kyrgyz market.I helped to design a brand-new product for the local market. I formed a contact center from the ground up. Moreover, I built a team for the contact center (including, service, sales and soft debt collection), and built business processes.Achievements:1Q_21 OKR for sales - 105%4Q_20 OKR for product and service launch - 100%DC: day past due +10 decreased from 23% to 15%DC: contact rate improved 40%Average loan disbursement time decreased from 45 min. to 8min.Sales: Repeated loans - increased from 7% to 22% m2m,Extention rate - increased from 12% to 30% w2wService Level: %LCR (-5) - Q4_20-32% vs. Q1_21-15%A new contact center was launched.

We were a small team who only escalated customer's problems and later grew into a self-functioning team.At this stage, I transformed the team into an expert team to improve customer experienceWe ran the customer touch point processes via Kanban in order to improve and optimize the customer experienceI managed to create a culture of an self-operating team

I changed the process of resolving customer complaints from an escalation approach to a do-it-yourself solution. We had to transform the processes of interaction between departments. So, the team received more authority and tools to resolve client complaints with minimal escalation.

I supported the quality service development team and managed the agent motivation system.

As a manager of customer experience I got enough knowledge that time to continue the work.