* Manage methodology of project management within the projects *

• Contributing to overall Project / Process Management efficiency (eg Company Transformation, IT Architecture optimization, Bitrix 24 and CRM implementation, etc); • Performing continuous optimization of business processes in the organization; • Organizing and maintaining a common project / process management environment and methodology; • Working closely with stakeholders and projects teams to ensure proper interfacing; • Elaborating and controlling of project plans, documentation, timelines and resources; • Providing status update to the key stakeholders and top management and escalating any risks and issues; • Developing and leading Proposal / Feedback process and driving implementation of changes; • Training and mentoring the employees in PM standards.

• Resolving high impact escalations in the Licensing area by global cross-group collaboration; • Supporting regional leadership team on critical situations and multiple customers affected issues; • Contributing in Trade Held Project and sensitive legal /compliance cases; • Taking preventive action by anticipating changing conditions, and identify new trends, risks, and systemic issues; • Managing Readiness project for internal employees; • Involving in Focus Team Information Sharing project. Key Achievements:  Increased customer’s satisfaction by improvement Licensing process.  Enhanced number of signed multi-million dollars deals and product’s consumption by removing blockers. On Top roles: Project contributor of Diversity and Inclusion.

• Crisis and change managing of different Microsoft processes and programs; • Coordinating business-decisions makers and implementers according to project’s needs for successfully deliver results; • Identifying systemic issues, gaps and conducts root cause analysis demonstrating a high-level comprehension of business impact and presenting Business Insights to key stakeholders; • Driving Marketing projects, Business Engagement and Relationship Management activities in collaboration with virtual EMEA teams. Key Achievements:  EMEA CFA Key Talent in 2015.  Proven results in increasing the level of trust for regional stakeholders in internal escalations channels.  Maximized CFA employees’ satisfaction of current job by creating and implementing next initiatives: Personal Growth Guide (career center); Self-Development Time; Development Readiness. On Top roles: EMEA CFA Champ in People Development project.

• Dealing with escalations in different areas (Microsoft products, programs and services) which were not resolved via standard support; • Driving regional Marketing projects and Relationship Management activities; • Building and developing Subject Matter Experts network in Russia and CIS countries; • Implementing projects of customer satisfaction in Microsoft Customer Service and Support Center; • Providing business insights by analyzing Voice of the Customer and different reports systems; • Involving in virtual project teams in CEE. Key Achievements:  Drove down the volume of escalations and customer complaints by creating and developing internal service delivery model across Russia and CIS countries’ MS subsidiaries and through continuous improvement services quality of Customer Service and Support Center.  Global CPA Compass Award for Marketing Project in 2011.  “Aim for the Stars” CEE CPE Award for Customer Obsession in 2013.

• Resolving customer and partner issues by collaborating with different Microsoft teams according to SLAs; • Maintaining high level of data quality and case management; • Evangelizing and improving assistance ecosystem; • Conducting readiness activities of different escalation path for local stakeholders and partners. Key Achievements:  CEE CPEspresso Award in 2009.

Providing Pre- and Post- sales support of Microsoft Products, Programs and Services.

• Managing a team of 20 agents; • Coordinating of call-center work.