Business process analysis, Design and optimization of business processes, Analysis of the client's business and gathering business requirements, design of systems architecture, data analysis, gathering and implementing business parameters for a CRM system, change management (solution design, testing, presentation to customer).Additional skills: team leading, communication, problem solving, accuracy.Projects:• Design process of Customer Technical Support (end-to-end)• Design order fulfillment process, OSS Part• Collection of business parameters to configure CRM Amdocs

Business process analysis, Design and optimization of business processes, Analysis of the client's business and gathering business requirements, Design of points of integration, Creation of RFP for OSS systems, Presentation and reasoning of design solutions to customers, Requirements Management.Additional skills: team leading, communication, problem solving, planning, flexibility,work on agile methodologyProjects:• Implementation Amdocs CRM system

Procurement management, resource planning, working schedule optimization, planning migration of business users, analysis business requirements, GAP management, preparation of documents.Additional skills: communication, planning, accuracy, team working.Projects:• Transfer customer service on united call center platforms.• Remote customer services process automation

Management of the client churn specialist team, Creation of staff training methodologies, Development of RFP for client servicing and support systems, Development customer loyalty programs, Optimization of the existing sales and service business processes, VIP and difficult client work, Work with external agents (works quality control), Operating control over an engineer group.Additional skills: communication, team working, team leading, preparing documentation, stress tolerance.Achievements:Implemented customer notification systemImplemented warning system of global networks problems (through IVR)Implemented churn prevention programImplemented quality control management for the work of external agents. The number of fraud cases has been reduced to 3 %.

Provision of technical and informational customer support by phone, Development of training materials, Management of the support engineer group, Improvement of service quality, Expert participation in the development of remote technical support systems.Additional skills: stress tolerance, phone communications, team working.