Vlad Pentsov Email & Phone Number

Ukraine

- Oversee constant improvement of customer service related standards, processes, and procedures across CS departments;- Establishment, maintainence and encouragement of customer care culture in the company;- Oversee training and assessment process for CS departments;- Leading and driving CS Management team to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Development of team members by providing coaching on areas of… Show more - Oversee constant improvement of customer service related standards, processes, and procedures across CS departments;- Establishment, maintainence and encouragement of customer care culture in the company;- Oversee training and assessment process for CS departments;- Leading and driving CS Management team to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Development of team members by providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encouragement of open communication between team members, driving forward ideas on effective collaboration;- Carring out performance reviews for CS managers (including quality control assessment);- Provision of regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Goals setting to the teams that are in line with the company goals, ensurence the required performance targets and deadlines are met;- Monitoring of departments' performance and other requirements- Work on an optimal staffing model, estimation and planning of departments growth needs;- Delegation of tasks and decisions and ensure the team is organized to complete them to the relevant standards;- Collaboration with peers and other departments to achieve company goals and optimize processes; Show less

Kharkiv, Ukraine

- Lead and drive a team (250 team members) to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Provide regular and constructive feedback to team members to help them develop, improve… Show more - Lead and drive a team (250 team members) to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Coach, mentor your line managers and help them to properly manage their teams;- Coordinate the functionality of the department units in different geographical locations and ensure the same level of quality and compliance;- Collaborate on creation, development, and assessment of operational processes of your department and cross-departmental processes in CS Division;- Cooperate with CS Talent Development and HR on staff development to improve the quality of staff hiring and educational process;- Set goals for the team that are in line with the department and company goals, and ensure the required performance targets and deadlines are met;- Monitor and provide regular reports on team progress and performance and other requirements as required;- Work on an optimal staffing model, estimate and plan department growth needs;- Delegate tasks and decisions and ensure the team is organized to complete them to the relevant standards;- Collaborate with peers, other departments, product and technology team to achieve company goals and optimize processes;- Maintain his/her own level of SME knowledge and skills at the relevant standards and act as an escalation point in the department specific area;- Establish, manage and constantly improve customer service standards, processes and procedures within the customer service department;- Oversee, establish and maintain departmental documentation. Show less

Kharkiv Region, Ukraine

- Lead and drive a team of Team Leaders in India to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop Team Leaders providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encourage open communication between team members, suggesting and driving forward… Show more - Lead and drive a team of Team Leaders in India to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop Team Leaders providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encourage open communication between team members, suggesting and driving forward ideas on effective collaboration;- Carry out performance review (including quality control assessment) of individual Team Leaders;- Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Provide support to Team Leaders in managing their team members;- Set goals for the Team Leaders that are inline with the department and company goals, and ensure the required performance targets and deadlines are met;- Monitor and provide regular reports on Team Leaders’ progress and performance and other requirements as required;- Delegate tasks and decisions and ensure the teams are organized to complete them to the relevant standards;- Collaborate with peers and other departments to achieve company goals and optimize processes;- Proactively help in establishing, managing and constantly improving customer service standards, processes and procedures within the customer service department. Show less

Kharkiv Region, Ukraine

-Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;-Develop team members providing guidance on areas of development and empowering ownership of problems through to resolution;-Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;-Carry out performance review (including quality control assessment) of individual team members and a team as one… Show more -Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;-Develop team members providing guidance on areas of development and empowering ownership of problems through to resolution;-Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;-Carry out performance review (including quality control assessment) of individual team members and a team as one unit;-Organize and lead meetings to provide analysis and charts of team performance to team members (one-on-one meetings and general meetings);-Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;-Set goals to the team that are in line with the department and company goals, and ensure the required performance targets and deadlines are met;-Monitor and provide regular reports on team progress and performance and other requirements as required Show less

Kharkiv Region, Ukraine

- Provide general supervision of the shift to ensure all systems and processes are running smoothly;- Organize and manage the workflow on shifts, including balancing the workload;- Ensure productive workflow and comfortable working conditions for each CS Specialist on shift;- Maintain a productive environment, motivate and inspire team members;- Facilitate problem solving and resolve conflict situations;- Be an escalation point for clients, determine and approve… Show more - Provide general supervision of the shift to ensure all systems and processes are running smoothly;- Organize and manage the workflow on shifts, including balancing the workload;- Ensure productive workflow and comfortable working conditions for each CS Specialist on shift;- Maintain a productive environment, motivate and inspire team members;- Facilitate problem solving and resolve conflict situations;- Be an escalation point for clients, determine and approve exceptions;- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;- Develop and maintain in-depth product knowledge;- Maintain reports on shift performance as required;- Report and escalate issues and incidents based on guidelines;- Assist with updating external client knowledgebases, as well as internal departmental documentation as required;- Be engaged in continuous training and self-education;- Collaborate with peers and other departments to achieve the company goals. Show less

Kharkiv Region, Ukraine

- Provide excellent internal customer service to team members by answering questions and assisting with processing inquiries from clients;- Monitor the support requests and provide proactive assistance when required;- Share knowledge with customer service specialists helping them grow;- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;- Develop and maintain in-depth product knowledge;- Maintain… Show more - Provide excellent internal customer service to team members by answering questions and assisting with processing inquiries from clients;- Monitor the support requests and provide proactive assistance when required;- Share knowledge with customer service specialists helping them grow;- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;- Develop and maintain in-depth product knowledge;- Maintain reports on processed customer inquiries as required;- Report and escalate issues and incidents based on guidelines;- Assist with updating external client knowledgebases, as well as internal departmental documentation as required;- Be engaged in continuous training and self-education. Show less

Kharkiv Region, Ukraine

- Provide excellent customer service through e-mail and chat in a timely and accurate manner;- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;- Develop and maintain in-depth product knowledge;- Maintain reports on processed customer inquiries as required;- Report and escalate issues and incidents based on guidelines;- Assist with updating external client knowledgebases, as well as internal… Show more - Provide excellent customer service through e-mail and chat in a timely and accurate manner;- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;- Develop and maintain in-depth product knowledge;- Maintain reports on processed customer inquiries as required;- Report and escalate issues and incidents based on guidelines;- Assist with updating external client knowledgebases, as well as internal departmental documentation as required;- Be engaged in continuous training and self-education;- Perform other department related regular and adhoc tasks when required (e.g. failed orders processing, setup of products, proactive transfer assistance, etc.). Show less