- Developing a customer relationship planning system - Developing a customer service performance measurement system (KPI, rating system) - Managing and supervising a customer service team of 12 employees - Conducting audits in accordance with sales management SOP - Coaching, training, motivating and goal setting - Customer segmentation - Establishing partnerships with new acquiring banks - Customer acquisition: attracting new retail business establishments to use acquiring services - Implementing reselling strategies with customers - Preparing documents and contracts for acquiring services and equipment installation - Customer complaint handling - Coordinating equipment orders and deliveries - Control of timely movement and / or replacement of non-functioning equipment - Organizing measures to expand the network of resellers - Negotiating the conditions and conclusion of contracts with suppliers (banks, equipment manufacturers) - Control of installation and movement of equipment - Participation in specialized conferences and exhibitions - Managing the display of promotional materials and exhibition stands - Organization and control of technical and documentary support of the equipment - Analyzing the financial and economic performance of the department - Evaluating the department's performance (products, sales channels) - Organizing and conductng events aimed to increase brand awareness - Developing centralized programs with strategic partners (banks), releasing special offers - Developing loyalty programs - Drawing up, coordination and control of budget execution of the unit - Participation in the planning of monthly, quarterly and annual plans - Supervising social network communications - Editing and / or preparing texts about the company and its products - Participation in the planning of the PR budget and reporting Achievements - Created the line of business from scratch; the developed principles for budgeting and efficiency evaluation allowed to increase sales through the network of resellers - Formed and approved the company's sales strategy in B2B channel - Implemented the price policy, sales and marketing policy and document circulation regulations - Implemented a system of goal-setting and motivation - Concluded strategic partnership agreements - Increased the growth of profitability

- Development of long-term cooperation with key customers - Control over the achievements of a group of specialists (20 persons) - Training new employees and attesting their knowledge - Conducting interviews with potential employees of the bank - Participating in the development of the motivation system and organization of the work process - Quality control of the job duties performance - Preparing reports for the management and company executives - Updating the clients financial statements and their financial analysis on a regular basis - Creating and conducting presentations of the results of the group's work - Handling current, savings and deposit accounts - Execution of applications for external and internal bank transfers - Successful work with complaints - Providing resolution in complex and unusual situations - Operating banking software - Processing credit cards applications - Card processing (activation, blocking, re-issue, adding extra services) Achievements - Increased group performance quality - Allowed the group to achieve top positions in total inbound customer service department rating - Successfully completed professional development trainings

Inbound Customer Service Manager - Working with active and potential clients - Consulting clients on bank products - Operating banking software - Processing credit cards applications - Processing incoming calls from the potential clients - Handling customer complains - Card processing (activation, blocking, re-issue, adding extra services) - Assisting junior employees - Creating and conducting presentations on bank product range for new employees Achievements - The best trainer/mentor

- Providing clients with information on the entire range of banking services offered to corporate clients - Advising clients on the services and rates offered - Consulting clients on the use of bank cards - Preparation of documents for opening credit and corporate bank cards - Coordination of bank card sales - Resolving customer complaints regarding bank cards - Conclusion of contracts on salary projects, execution of documents in accordance with the scheme of calculation of wages - Addressing current issues related to bank cards from organizations and their employees - Conducting negotiations and presentations for top company executives - Negotiations at top company executives level - Handling customer disputes and complains regarding the cashiering services - Determination of mutually beneficial conditions for cooperation with key partners through negotiations - Participating in the implementation of internal control programs to counteract the legalization (laundering) of illegal income - In some cases, full support of the client's query in the course of its decision and informing the client about the outcome - Interaction with other departments to resolve emerging issues - Maintenance and coordination of all the necessary documentation - Training new employees - Attesting the knowledge of new employees Achievements - Best Branch Manager

- Working with active and potential clients - Consulting clients on emerging issues in the retail business and providing information on the operation of the branch and the entire company - Promotion of products and services of the company - Full information support of clients - Customer complaint resolution - Interaction with other departments to address emerging issues (centralizing information exchange) - Verification of reports on received / sold products (invoicing, using computer software) - Preparation of necessary daily, weekly and monthly reports for management - Internal coordination and communication within the department - Organizing meetings and negotiations with large clients - Arranging centralized programs with strategic partners, development and implementation of local loyalty programs - Internal coordination and communication of projects - Solving organizational and personnel issues - Performance of the guarantor's function to fulfill obligations arising from the concluded transactions - Forming and supervising of a group of managers - Development of customer service SOP - Consulting and resolving employees' issues - Coaching new employees and conducting certification activities (partial / full participation in trainings and development) - Implementing new ideas for smoother adaptation of new employees Achievements - General knowledge of the market, competitors, price level, segments of mobile communications market - Increase in the market share of a new mobile operator in Tomsk and Tomsk region