Managing preschool, Young learners, Primary and Secondary school students. 1.Planning, preparing and delivering lessons 2. Preparing teaching materials 3. Helping students improve their listening, speaking, reading and writing skills via individual and group sessions 4. Checking and assessing student's work 5. Organising and running specialist courses 6. Attending social events 7. Create tests for students 8. Assign essays and homework to students 9. Assign books for students to read 10. Conduct Speech and Drama workshops 11. Conduct Summer Camps in English in Russia 12. Conduct speaking clubs for teenagers and adults in Moscow

1) Bringing the vision of a playwright's script to life by leading the cast and crew through the production process. 2) Oversee many aspects of staging a play, from casting to costumes to performances. 3) Holding auditions to select the acting cast members. 4) Collaborate with the technical crew, which may consist of lighting, sound, set and costume designers. 5) Working with producers on large musical productions, supporting staff such as artistic directors, music directors and dance choreographers to collaborate on extensive production designs. 6) Conducting Speech and Drama Workshops to age group 4 years onwards to 88 years old. 7) Conducting memory building, Concentration of Attention, Cognitive development and Imagination Building Workshops for Children, Teenagers and Adults. 8) Staging Full - Length Plays and Extravagant Musicals for Educational Institutions affiliated with the University of Cambridge, UK.

Working with a team of 310 employees as Customer Service Advisors, Data Analysts, Trainers, Coaches and Supervisors. 1. Manage Training database, MIS and Reporting to stakeholders. 2. Develop systems to assess Training effectiveness and output traction 3. Work with IT Teams to design applications on Training Analysis. 4. Develop online platforms with IT Teams for customer service quality coaching. 5. Design various mediums for Employee learning and development through controlled budgeting. 6. Identification, design and deployment of Learning & Development interventions that include Systems / Technical, Behavioral and Experiential training. 7. Involved in Business Process Improvements with Operations. 8. Internal Auditor for Customer Service Function. 9. Facilitates Calibration session to drive Quality in Service delivery and knowledge. 10. Drives Internal Mystery Shopping Program every month.Also runs analysis for DHL customer service in comparison with the customer service of the competition. 11. Drives TNA – Training Needs Analysis for CS and runs mechanisms to address learning gaps.

Working with a team of 255 employees as Customer Service Advisors, Trainers and Supervisors. 1. Support the Training needs of the Customer Service team. 2. Knowledge of CS processes and systems as a Subject Matter Expert conducting Training programs. 3. Design the Customer Service Induction Program keeping the stakeholders’ requirements and business needs. 4. Work with stakeholders to formulate Individual Development Plan (IDP) for Customer Service, and drives its implementation through various channels. 5. Design robust On-the-Job training modules and assessments to develop a highly skilled team for the Contact Centre. 6. Design and executes Revenue Generation / Sales Campaigns for the Contact Centre. 7. Was a core project team member of the IVR set up, FDS design and deployment for Contact centre. 8. Monitor calls and coach Customer Service Advisors on quality, revenue generation and soft skills. 9. Conduct and Certify TTT(Train the Trainer) Programs. 10. Conduct and Certify CTC (Coach the Coach) Programs.

1. Forecasting contact volumes. 2. Scheduling staff around your forecast contact volumes. 3. Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism. 4. Creating a Business Continuity Plan (BCP).

1. Publish daily productivity reports and drives projects for Contact Centre on Utilization, AHT and AUX. 2. Design Contact Centre Call Scripts and Quality monitoring forms in alignment with Global guidelines. 3. Runs thorough checks on the accessibility and accuracy of the IT system applications in Contact Centre. 4. Monitoring calls. 5. Assess agent performance. 6. Monitoring trends. 7. Competitor call centre analysis. 8. Design evaluation programs.

1. Provide the full suite of customer service offerings (including bookings, enquiries, supply requests) to Key Account customers in addition to customized contracted services (eg Reporting etc). 2. Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution. 3. Proactively inform customers on shipment delays and potential service failures. Subsequently coordinate within DHL network on service require within the Network Trace Procedures. 4. Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers.

1. To accept and register customer bookings for a range of DHL services and accurately input relevant booking data into DHL applications. 2. Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries and securing their bookings. 3. Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts. 4. Ensure customers bookings and traces are actioned as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external.