- Building customer communication processes from scratch: from vendor selection to IVR setup - Hiring, training, and development of the call center team

- Developed and implemented service standards, improving the quality of customer experience. - Set and monitored the achievement of key performance indicators (KPI): SLA, AHT, missed call rate, contact activity. - Analyzed team performance and customer cases, prepared regular reports for management. - Coordinated interaction with other departments for rapid problem resolution and process optimization. - Managed communications during complex escalations and critical customer situations. - Implemented modern tools: CRM system | Bitrix 24, task trackers, planners, ticket systems and AI solutions for automating notifications and customer verification. - Automated and optimized customer service processes using CRM and digital technologies. - Managed a team of 17 people, growing it to 25 employees while effectively managing recruitment. - Organized operational activities of a department consisting of 90 employees across multiple offices. - Planned and allocated resources to achieve operational goals. - Monitored the quality of customer inquiries, ensured compliance with standards, regulations and internal policies. - Revised and improved onboarding and training processes, as well as performance management through Performance Reviews, 360 Reviews, PDP, PIP. - Motivated and developed employee competencies. - Performed HRBP functions with direct reporting to the HR Director. - Resolved conflicts and maintained corporate culture. - Prepared presentations and reports on key metrics for top management. Under my leadership, key indicators were optimized and processes were established: completed writing job descriptions, policies and procedures, implemented ticket system, AI for user verification. Over the past year, SLA increased by 15%, quality indicators grew by 8%, missed call rate was consistently maintained at 4% with a target value of 5%. This helped increase the overall efficiency of the department and improve customer experience through a more structured and systematic approach to processes.

- Accountable for team performance and area of responsibility: SLA, volume, customer satisfaction, missed call targets, and quality control scores. - Monitor results regularly, preparing reports and weekly analytics on team performance. - Manage a team of 10 agents, conducting weekly syncs and monthly 1-1 meetings. - Drive team development via training, coaching, and PDP. - Communicate upper management and departmental updates to agents and senior specialists. - Handle escalations and support teams during peak contact volumes. - Conduct quality checks and coordinate with operations and B2B teams. - Provide feedback to other departments on process and product inefficiencies. - Schedule agents and senior specialists according to demand. - Cover sick leaves and shifts as necessary, oversee vacation requests

- Support queues during peak hours; - The first point of complex cases escalation and Tier 2: privacy violation; loyal customer outstanding bad experience; RTI; law enforcement request; - The “go to” person and a source of knowledge for the team as well as to be a source of expertise for the management on ground processes; - Collaborate with other teams to ensure customer satisfaction; - Understand, prioritise and escalate our customers and chauffeurs feedback to senior management; - Guide agents at the shift in the execution of assigned tasks and ensuring that their services are of maximum satisfaction to customers; - Assist team leaders in facilitating successful completion of organisation’s targets and performance goals; - Mentor new hires;

- Communicated with customers and drivers. - Monitored current and preliminary orders. - Resolved conflicts and escalations. - Handled incoming calls, emails, and messages promptly and according to KPI standards. - Trained new employees and supervised their work during the probation period (3 months).

- Assisted in organizing round-table discussions, conferences, and charity evenings. - Performed secretarial duties including handling incoming calls and mail, booking tickets and accommodations. - Conducted market research and monitoring for advertising trends. - Conducted market research and monitoring for conference trends. - Key event managed: Coordinated the visit of Heimir Hallgrímsson, head coach of the Icelandic national football team, to Moscow; organized his public talk moderated by Yuri Dud (a joint event by Harvard Business Review magazine and Alfa Insurance, 2016). - Organized an internship program in Paris as part of the Media Accelerator by Harvard Business Review magazine, arranging meetings with companies such as Criteo, BlaBlaCar, Deezer, Google Cultural Institute, and the newspaper Figaro.

- Assisted in organizing events (over 40 events ranging in complexity). - Prepared event venues. - Coordinated with external contractors. - Worked with promoters and volunteers. - Showcased exhibition spaces to potential clients and conducted negotiations. - Coordinated internal department activities. - Performed office manager duties. - Provided comprehensive administrative support to the executive.