Requests
18
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Work Background
Self EmployedCareer break
Nov. 2022Budapest Metropolitan Area
KasperskyCRM Owner
Oct. 2020 - Oct. 2022Budapest, HungaryOverall management of Sales Enablement and Data Quality related programs, incl. operational support of the CRM (Salesforce) for 1000+ users, support of the knowledge base, process improvements within Salesforce, migration to the new CRM. Leading the distributed team of 9 people.
Key results:
- Migration to the new CRM – MVP readiness in 3 month;
- We reduced overdue pipe up to 80%-90%;
- Numerous process improvement projects within CRM Salesforce;
- New online onboarding course implemented;
- Data Enrichment platform integrated for some markets
Yandex.MoneyBusiness Process Improvement Group Manager
Mar. 2020 - Sep. 2020Moscow, Russian FederationOverall ownership of several internal systems (CRM, Customer Support, Client management), process improvements for related departments and leading the team of 5 people.
- Management of backlog for several internal infrastructure systems; - CJM, system of trigger communications with the customer, new KPI system, customer satisfaction surveys; - Quality Assurance function introduced to the customer support department.
KasperskySupport and Services Methodology Group Manager
Jan. 2018 - Mar. 2020Москва, РоссияOverall operational support and improvement of global processes in Customer Support Department. Leading the team of 4 people.
- P&L analysis of premium support;
- ISO 9001 certification;
- new system of KPIs.
Kaspersky Lab ItaliaSenior Business Process Manager
Sep. 2011 - Dec. 2017Rome, Lazio, ItalyActing as a leader of new CSS implementation and adoption in EU technical support department: business analyst function, process improvements.
Kaspersky LabSenior Business Process Manager
Jul. 2009 - Sep. 2011Moscow, Russian FederationOverall ownership of the business processes in Malware Analysis team (R&D department).
MicrosoftAcademic Developer Evangelist
Jan. 2009 - May. 2009In this role I was acting as a young professional and managing academical projects for Russian Universities.
jNetXProcess Manager
May. 2008 - Dec. 2008Business Process function start up at the company: strategy, process map created, highlevel process description made
LuxoftProcess Engineer
Aug. 2006 - May. 2008In this role I was a part of the team who was executing process improvement activities, projects quality management audits, ISO 9001 certification for SW development process. I was also the part of assessment team for CMMI model (level 5) evaluation. Company was successfully reassessed.
IntelProcess Reengineering Intern
Apr. 2005 - Aug. 2006Assisting in numerous process improvement and academical projects
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