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Contact Center Manager
Мужчина
Москва, переезд возможен, готов к командировкам
ЗанятостьПолная занятость
График работыПолный день
Опыт работы
Январь 2020 —
ноябрь 2020
ноябрь 2020
10 месяцев
OOO "MC MIIT"
CIO
Description, change and standardization of business processes, procedures, service and sales regulations.
LAN administration, designing and customizing technological systems and business platforms.
Сентябрь 2015 —
январь 2019
январь 2019
3 года 4 месяца
PJSC Rostelecom, “Center” Branch
Contact Center Manager
Management of OnLime Contact Center and leadership in development projects: service, sales, IT, infrastructure.
Perform KPIs: costs, availability and quality of service, First Call Resolution, and customer satisfaction.
Result: Due to a launched process of creating a comfortable self-service environment, the Contact Rate was reduced by 20% within 2 years.
Contact center infrastructure was smoothly transformed from Avaya to Cisco platform.
The Center is the leader in CSI among Rostelecom branches, the leader in CSI among providers in Moscow.
Июнь 2013 —
сентябрь 2015
сентябрь 2015
2 года 3 месяца
PJSC Rostelecom, “Moscow” Branch
Deputy B2C Director
Customer service management in Moscow and the Moscow region: Contact centers (3 sites), service management, claims handling, pending and service operations departments.
Result: New business processes were developed and launched, operating expenses were reduced,
churn of broadband access customers was reduced by 1.7% in 2013, 1.4% in 2014, 1.2% in 2015.
The first position on NPS reached and held in Moscow.
The second position in Broadband access in Moscow reached and maintained. The first position in TV in Moscow, due to ratings.
Ноябрь 2012 —
июнь 2013
июнь 2013
7 месяцев
PJSC Rostelecom, “Moscow” Branch
Customer Service Department Deputy Director
Customer service management in Moscow and the Moscow region: Contact centers (3 sites), service management, claims handling, pending and service operations departments.
Result: branches and subsidiaries have been successfully integrated, including the NCN OnLime brand. The quality of provided service - well preserved, the structures - well optimized, the operating expenses - reduced gradually by 12%.
Сентябрь 2010 —
ноябрь 2012
ноябрь 2012
2 года 2 месяца
OJSC National Cable Networks
Branch Deputy Director, Contact Center Development Manager
Management of the Branch and Contact Center, serving the two largest companies of the NCN group, Brands "OnLime" Moscow, "Your TV" Petersburg.
Result: cost reduction by more than 20% while improving service quality and increasing sales. The structure has been reorganized, staff recruitment and training processes have been created; procedures, processes and maintenance procedures have been developed and introduced.
" Big Digit 2012 Award" in Service and maintenance.
Февраль 2010 —
сентябрь 2010
сентябрь 2010
7 месяцев
CJSC Synterra
Head of Sales, IN Services
Coordination of sales of the Intellectual Network services in the B2C, B2B, B2G departments of the Commercial Service.
Result: methodical and presentation materials were created, trainings were conducted.
Growth in sales of ICS services by 7% in the corporate segment.
Август 2007 —
май 2009
май 2009
1 год 9 месяцев
Akado-Stolitsa, ComCor Group
Head of Customer Service Department
Customer service management. The management staff is more than 600 employees. Transfer of the Contact Center from Moscow while keeping high quality of customer service. Perform KPI in terms of the explosive growth of the subscriber base. Budgeting, planning, analysis, reporting, motivation.
Январь 2005 —
август 2007
август 2007
2 года 7 месяцев
OJSC Institute Of Automated Systems, ComCor Group
Contact Center Manager
Construction and management of new commercial Call Center in Moscow. Introduction of the New Contact Center platform. Construction and launching a 550 agents Call Center site outside of Moscow without the participation of an integrator and within extremely tight deadlines.
Обо мне
Chief Of Technical Support Dept based on first CTI Call Center in Russia, PTT Teleport-Mosow, since 1997.
Head Of Customer Service, PJSC MTU-Intel (Tochka.ru, Stream brands).
Projects: construction of new Contact centers with/without the participation of the integrator, including outside Moscow, replacement of the working Contact center platform, implementation of CTI integration of CC and CRM, development and implementation of client-oriented IVR, building a successful telemarketing Call Center, launch of service in social networks (SMM), chats, specification on the new CC platform.
Budgeting, business processes, motivation, technological organization In Contact Centers.
Образование высшее
1998
Moscow State Technical University of Civil Aviation, Moscow
Aviation and Radioelectronic Equipment, Control, Pilotage Navigation and Electrical Power Complexes of Aircraft
Знание языков
Русский — родной
Иностранные языки
Английский — A1 — Начальный
Опыт вождения
Имеется собственный автомобиль
Дополнительная информация
- Гражданство
- Нет
- Разрешение на работу
- Нет
- Время в пути до работы
- Не имеет значения