Key Skills: Team leader: - Leading several projects related to employee’s performance; - Evaluating KPIs and developing new metrics; - Doing root cause analyses and preparing reports to senior management; - Taking part in global projects as a national representative; - In cooperation with colleagues launching and implementing HHT (hand held terminal) project technology allowed the field staff to scan bar-codes of products in outlets. Call-center management: - Monitoring the quality of customer service through listening to calls; - Working with call center operators, HHT auditors and interviewers in case of deviations from the standard of the questionnaire; - Working out a methodology for correctly asking open questions during an interview; - Setting up new procedures and initiate measures for quality improvement. Training: - Driving trainings to the field staff on quality, corporate standards& procedures, best practices; - Running projects new technology. - Sharing best practices - Making business trips to the other countries sharing experience and expertise (Kazakhstan, Uzbekistan, Belarus). Customer support: - Providing support to clients conducting joint field visits; - Reporting findings of the field visits to clients with a clear feedback; - Leading projects to address complaints coming from clients; - Carrying out relevant activities for organizing a hotline in the company development of regulations for receiving calls from applicants - Listening recordings of the received calls organization of work on complaints received preparing a response for the client Data mining: - Running investigations, founding out the reasons of underestimated sales data; - Monitoring suspicious cases related to clients' data, getting facts of deviations and discrepancies in the reports made. Scripts&SOPs writing: - Updating corporate standards, scripts, instructions and SOPs; - Retraining the field staff within new requirements. Responsibilities: - Careful studying of operations and procedures of the company; - Gaining experience in the overall working process circle; - Understanding of the whole picture of processes and collaboration with other departments throughout the organization; - Detecting operations whose functions need improving; - Making conclusions, proposals and corrective actions; - Setting up new procedures, introducing and writing clear algorithm to their performance; - Monitoring the performance of the procedures of the company in accordance with the corporate standards of quality; - Training personnel on Quality Standards and taking part in their appraisal; - Working with complaints, providing answers to applicants; - Organizing of the hotline in order to hear the client's voice for compliance with the standards of customer service and traffic rules; - Assist in the creation of a corporate culture; - Settlement of conflict situations between departments; - Creating of procedures, standards and checklists; - Studying of reasons for the dismissal of employees (working in close contact with HR department & training manager); - Writing final reports to the management (to the General Director) on the projects carried out, etc. Track record: setting up several projects to improve the quality of customer service: 1. "Complaints" - procedure for receiving, processing and preparing a response to the customers' complaints was implemented. As a result of the project each client began to receive a response to their complaint within 3 days; 2. "Renovation" - project to improve the appearance of buses. As a result of the project, 20 buses were repaired: cosmetic and major repairs of vehicles were carried out, they were completed with unified warning labels, containers for personal belongings of drivers and candy boxes for passengers; 3. "NTA (No Traffic Accidents)" - project to improve driving culture. Stickers for observance of traffic rules and improvement of service for the customers, reception of calls to the hotline. The project is in-progress. 4. "IT solutions in the service of our business" - interaction with external contractors (software vendors ) to automate work processes; 5. "Clients department reboot" - the proposal of structural changes in the work of the department; 7. "Study of the reasons for dismissals" - the reasons for the dismissal of drivers were clarified, the reasons were taken to prevent such situations from continuing; 7. "Washing process" - standardization of the process of carrying out the cleaning of buses; 8. "Wellness" - the project for improving the corporate culture of the company has been prepared for implementation; 9. And other projects of local character

Main duties: - Performing internal audit procedures in order to determine compliance with established polices, evaluating internal controls and processes, making recommendations for improvement; - Training personnel on Quality Standards, Procedures and Best Practices; - Implementing changes for process optimization in focus areas; - Designing and documenting new processes; - Analyzing available information in order to identify possible productivity and quality opportunities in the assigned areas that are under investigation. Key Skills: Proficient in coaching others to improve performance. Skilled in preparing and organizing face-to-face training, as well as carrying out remote trainings via Microsoft Office Live Meeting. Major strengths include: -Excellent written and communication skills, coherent in speaking, ability to convince audience; -Ability to project a positive and supportive tone in all aspects of communication; -Responsibility and charisma; -Drive, dynamism and energy; -High degree of self-confident integrity; -Analytical mindset; -Team and social competence; -Demanding towards myself and towards other people; -Organized and used to report; -Ability to work independently and as a part of a team; -Ability to work effectively with minimum supervision. Track record: Took an active part as a coordinator of a new technology implementation across Russia (the name of the project -“HHT” - Hand Held Terminal – a device used for scanning products’ bar-codes): - selected and prepared HHT coaches, coordinated their work; - did prior preparation work; - set up new procedures; - wrote a contemporary presentation, describing the capacity of a new software and a device itself (all coaches used it for carrying out trainings); - controlled readiness of regional centers to hold trainings; - conducted trainings for personnel; - accompanied trainees performing further controls. As a result of the HHT release, 500 team members were trained and started to collect information in a different electronic method. The process of data collection has become more transparent and controlled, information has become more qualitative, and productivity has improved.

Because of my experience in the Army I possess administrative, organizational and problem-solving skills. I am stable and responsible, have the ability to plan effectively and get things done.