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Work Background
Lifecell LLCBusiness Development Director
Jan. 2020Responsible for:
Digital sales and projects, mobile virtual operators (MVNO), cooperation with Internet providers , cooperation with banks and FinTech companies, implementation and monetization of new technological solutions
Key areas of responsibility:
● Development and implementation of a new business strategy
● Optimization of team structure and staffing
● Management and development of digital channels
● Mobile Virtual Network Operator (MVNO) Business Management
● Budget planning, execution and control
Result:
Launch and increase in sales of eSim (digital embedded SIM card). lifecell is the first operator in the country to launch eSim, the share in total sales reached 20%. Launch of sales channels in banks and financial companies (the share of sales through banks and financial institutions increased to 25%). Increase in the share of digital sales from 5 to 15%, increase in the number of downloads of the My lifecell application to 4.9 million downloads.
Signing of an agreement and full development of a technical platform for the launch of the 1st international and 5 local virtual mobile operators. Development of a project for the launch of mobile satellite Internet.
Lifecell LLCDirector of Sales and Customer Service
Jan. 2017 - Jan. 2020Responsible for:
B2C, B2B, nationwide digital sales, customer service, trade marketing, terminal business, training teams.
Key areas of responsibility:
● Development and implementation of sales strategy
● Sales team structure and staffing optimization
● Management and development of retail channels
● Distribution strategy and partner management
● Digitalization of the sales process
● Development of new sales and service channels
● Budget planning, execution and control
Result:
Growth in revenue from new subscribers year-on-year – 37% ( end consumers ), growth in customer base – 22%, growth in B2B revenue (corporate consumers) – 26%. Growth in revenue from telesales year-on-year by 27%. Successful rebranding of the exclusive retail channel. Development of the concept of new stores under the lifecell brand and its launch – 223 stores, increase in store profitability (99.5% profitable), increase in the share of the exclusive retail channel from 16 to 26%. Successful launch of a new distribution structure, reduction in the number of distributors from 27 to 4, launch of a new partner reward system (40% annual cost savings without loss of results). Launch of a national training program aimed at developing and motivating the sales team. Launch of the "Leadership Institute". Restructuring the bonus system for sales managers. Management of a team of 170 people.
Lifecell LLCDirector of Customer Experience Management
Jan. 2016 - Jan. 2017Responsible for:
Customer experience management, customer service, training
Key areas of responsibility:
● Setting up a CEM organization from scratch
● Creating and implementing a CEM strategy
● Customer service management and development
● Management of the “Clients Council”
● Budget planning, execution and control
Result:
Launching service channels on social networks from scratch (response speed to customers after launch is about 1 minute). Carrying out a complete restructuring of the service in exclusive stores, implementing a new concept of “single profile” service. Implementing VoC (Voice of the Customer) within the organization. Raising employee awareness of customers’ experience with the brand and their pain points (launching the “I’m here to hear you” program). Creating and maintaining a Customer Council. NPS (Net Promoter Score) – 2nd position in the market, CSI (Customer Satisfaction Index) – 91%.
LLC "ASTELIT"Customer Service Management Department
Jan. 2010 - Jan. 2016● Budget planning and control
● Development of a strategy for customer service channels (call center, Face 2 Face, self-service)
● Monitoring the implementation of operational KPIs of the call center and Face 2 Face
● Customer service process management
● Analysis of internal reporting and initiation of changes in customer service standards/procedures
● Monitoring the implementation of customer service standards.
● Managing the complaints resolution process
● Customer churn management
● Analysis of the current corporate client base (subscriber activity, revenue) to develop proposals for optimizing interaction (tariff changes, subscription to new lines, service activation, etc.)
● Support for points of sale (dealers, distributors) – visits, information exchange, consultations
KPIs
Customer satisfaction index, performance of operational standards (response rate, service level, average call handling time), complaint rate, first contact problem resolution rate, complaint service level agreement performance rate, budget performance.
LLC "ASTELIT"Customer Service Process Management Department
Jan. 2008 - Jan. 2010● Analyze, define, monitor and continuously improve all customer-related processes and interdepartmental relationships in an individual segment group through all communication channels according to a single standard.
● Calculate and reduce process costs and take preventive measures by analyzing problems in a separate group of segments.
● Coordinate, organize and ensure process management of all projects in an individual segment group, as well as coaching clients' processes on compliance.
● Transfer all information about new products and services, campaigns in a separate group of segments to the relevant departments in the customer interaction department.
● Evaluate new systems, implement new services, products and campaigns within the framework of implementing individual segment groups based on customer needs.
● Managing churn efficiency in a separate group of segments. Developing measures to prevent and reduce churn.
● Invoicing process (control of formation, sending, receipt by the client). Bad debt processing process.
KPIs
• Number of workflows and processes; customer satisfaction level; customer churn rate; time and quality of invoicing.
LLC "ASTELIT"Manager of Self-Service Channel Management Department
Jan. 2004 - Jan. 2008● Defining new self-service channel strategies based on benchmarks, market research, technology and market trends
● Formation of channel roadmaps, including priority projects (which applications to add, design, etc.)
● Reporting and report analysis to improve new self-service channels
● Support for projects of new self-service channels and testing of new services before launch
● Managing contracts with third parties, if necessary
● Development and support of applications and reports for customer service needs
● Analysis of complaints regarding new self-service channels and service improvements based on customer complaints and suggestions.
KPIs
Number of transactions available through channels; Revenue generated from transactions; Customer satisfaction with new self-service channels; Number of enhancements/new services added to channels.
LLC "JITECH Ukraine"Software Engineer
Jan. 2000 - Jan. 2004● Coordination of the software development department
● Staff training.
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