Vera Duduchava Email & Phone Number

Tbilisi, Georgia

Scope: Procurement (Technical, IT, Commercial), Property Management, Fleet Management, Warehouse Analytics and Logistics.

Tbilisi, Georgia

Scope: Products development, Customer Engagement and Retention, Fraud, Back Office and Customer Support

Tbilisi, Georgia

• Management Lead of Company’s IT Transformation Project, report to CEO on financial control and project progress• Develop project scopes, objectives and execution action plan, timeline, budget and other resources• Develop a continuity plan and assess risks to minimize project risks• Coordinate the internal resources and vendors for a flawless execution of projects• Supervise the project progress timeline and budget• Ensure the sufficiency of resources, control the project performance and execution quality • Manage the alterations in the project scope, schedule and costs• Establish and maintain relationships with third parties/vendors

Tbilisi, Georgia

• Develop and implement the strategy of Customer Relations Management;• Monitor and elaborate Sales process in CC, setting sales objectives and targets;• Ensure delivery of effective customer service in compliance with market demands and modern trends;• Setting up strategic relations with partners and vendors;• Management of retail and enterprise customer service processes through: o Call Center o Digital Service Channels (Chat, FB, and E-mail) o Transactional and Relationship Net Promoter Score (NPS) measurement and management o Complaint Management and Telesales• Set customer experience and service quality standards development and KPI managements;• Develop and implement the customer churn reduction and retention strategy;• Develop the strategies, Annual Operation Plan, objectives and annual department budget;• Lead a large team of ~160 employees, through continuous coaching, managing performance, developing team leaders, implementing motivational & incentive rewards.Main achievements:• Lead a 7-month long Pre-Paid and 4-month long Post-Paid Billing System Swap Project on CR side;• Creation of sales process in Call Center (cross and up selling);• Author of specialized service for corporate customers via Call Center and Back Office operation; • Established Digital Service Channels for serving customers; • Net Promoter Score (NPS) positive trend in 2016-2017 making Geocell a loyalty leader on the market;• Established a monthly incentives program;• Improved service level in Call Center from 43% to 90% as a result of processes optimization and maximizing the efficiency and productivity; • Brought the telesales activities to 30-32% success rate;• Developed “Electronic Signature” in all offices;• Call Center systems implementation: AVAYA ACD - Automatic calls distribution, Speech recording and analytics (NICE), IVR, Call Back Feature.• WFM (Workforce Management) system implementation and elaboration

Tbilisi, Georgia

• Manage Geocell’s Call Centre, Complaint Management Support and Telesales Teams;• Ensure the customer touch-point teams’ effectiveness;• Build up cooperation with vendors;• Coordinate the outbound communication with customers during campaigns;• Determine, plan and execute of Customer Communications long-run and short-run strategies;• Ensure continuous improvement plan to cover the teams’ performance gaps and reach targets;• Active involvement in marketing campaigns, projects and other company-wide initiatives;• Participate in the IVR and voice recording systems vendors’ selection;• Coordination and follow up on the relations with vendors;• Manage a large team of ~80 employees;• Prepare Customer Experience Monthly/Quarterly/Annual reporting to local management and HQ.

Tbilisi, Georgia

• Supervise Call Center and Problem Resolution teams’ activities to ensure smooth daily operations; • Monitoring of customer care agents’ service performance;• Manage Customer Care’s Operational Plan;• Participate in the Call Center program vendor selection and swapping process• Follow up on all relations with Call Center vendors;• Participate in annual SWOT analysis meetings;• Manage Customer Care reporting and data analysis.

Tbilisi, Georgia

Tbilisi, Georgia

Bachelor'S Degree, Technical Translator And Interpreter

Six Sigma Black Belt, Diploma