Mikhail Panchenko Email & Phone Number

Russia

Tashkent, Uzbekistan

Tasks:- Operational management of the B2C and B2B support teams;- SMM support via stores (AppStore / Play Market);- Creation and updating of the Knowledge Base;- Development of new processes to improve the team’s key metrics;- Onboarding and support for new fintech products;- Writing requirements and specifications for the development of internal support applications;- Creation and maintenance of Voice of Customer and Incident Management processes;- Creation and maintenance of a documentation base according to Uzbek legislation.Achievements:- Reduced response time by more than 50% while increasing workload by one-third over the past year.- Established a motivation system, that reduces to 0% the employees leaving; - Improved the quality of support work on average by 35%, measurable by numbers;- Created a training and quality control department to implement transparent changes within the team;- Covered all departmental work with metrics (BI). Created a “talking” catalog of topics based on questions meaning;- Established feedback with the product development team. Bugs and feature requests are now processed quickly.

Москва, Москва, Россия

Москва, Москва, Россия

Manage hi-load support team: 320 employees, 18 languages and 18000+ tickets per day.Administrative tasks:• Creating transparent payment system with motivation bonuses for support team• Leading internal HR processes• Preparing team's transfer to new legal entity in legal and procedure wayFinance tasks:• Budget preparing and meeting goals regarding company's P&LManaging tasks:• Team's strategy creating regarding company's strategy• Developing roadmap of support team• OKR planning of quarter goals for support team and for team leads• Developing procedures to correspond customer success metrics (TtFR, CSAT)• Leading development process of internal ticket system• Creating automatic scenarios to decrease the quantity of manually processed tickets• Creating new ways to act with other teams inside the marketplaceAchievements:• Achieved speed up for first response in focused countries from 4 hours median to <1 hour 80pp• Created and started ticket systematization tool and analytics process• Implemented binary CSAT system to provide team with customers answers and improve team's QA• Created concept of WFM system to reduce and manage costs of the support team without lack of quality

Москва, Россия

Tasks:• Creating V-Team inside the support infrastructure to provide support and concierge services for VIP customers• developing hiring process• Creating and protecting concept and vision of the new service• Creating MVP• Contributing with partners / documents flow• Developing processes inside of the service• Developing external processes with other support and development teams inside the corporationAchievements:• MVP launch for testing inside the corporation after 1 month of work• MVP launch to production after 8 month of service creating and making preparation work

Москва, Россия

Tasks:• Organising support and moderation processes in company's games and dating apps. Briefly: L1-L2 support, VIP support, 10 languages, 115 employees, inside development for support and moderation tools.• Organising learning process for the team. Personal coaching of best employees to create strong team and decrease churn lvl in team.• Implementing SLA and KPI.• Analysing teams' work by key performance. Strict work with analytics team.• Cooperating with internal teams to provide best support for users.• Finding bugs and issues in company's applications, problem escalation via JIRA and RedMine.Achievements:• Implementation and customization of Zendesk as the entire tickets system for all company's products.• Creation of new support tools: internal admin-zone, analytics dashboards, personal KPI metrics.• Implementation of testing system for support agents.• Creation of weekly digest for the remote team to keep them inside the work.• Total renewal of the knowledge base.• Implementation of direct sales in support. Increase of ARPPU as well.

Tasks:• Organizing IT Service Desk Group activities:• Participating in IT Service Desk activities as the playing coach.• Providing trainings for IT Service Desk employees and for customers.• Creating and implementing new IT Policies and Procedures based on J-SOX standard.• Organizing IT Support for main Company events such as MIAS or Dealer conferences.• IT Ticketing System monitoring for IT Operations groups: SLA warnings, Problem Management, Knowledge Base.• Asset Management organizing:- organizing purchases of new software and hardware,- creating, correcting and signing contracts documents flow system (CAS), organizing registration of payments in accounting system,- organizing stocktaking of IT Warehouse for CAPEX and OPEX.• Organizing IT Surveys to analyze customers satisfaction level and improve IT Service Desk support level.• Participating in IT Operations budget creating for IT Service Desk activities.• Preparing Monthly IT Service reports to IT Director and preparing short reports for BRM.• Preparing purchase offers and project offers for EC approval.• Improving IT Department communications with customers.• Cooperating with IT Development to improve business applications including IT Ticketing System.Achievements:• Created KPI for IT Service Desk.• Implemented Proxy Server with FSTEC certificate.• Key role in IT Portal (web catalog for IT Ticketing system) implementation.• Missed calls to L1 are on 2% level.• 7 days per week IT Support implemented (emergency weekend support).• Problem Management implemented.• Communications: IT News implemented, new automatic notifications created.• IT Policies and Procedures implemented in Kazakhstan office of MMC.

Master'S Degree, Management In Technical Environment, 4

Master'S Degree, Advertising, Marketing And Management