- Customer satisfaction surveys: DCSI, VOC, Mystery Shopping - research, reportig (weekly, monthly), introduction action plans - Organazation High-Impact CSI coaching for dealers - Development and implementation Customer Care standards - Improvements of Customer Care processes: organization the work with customer claims - Сlaim handling consumer extremists - Settlement of customer claims - Сooperation with 2nd line of Call Center processes - Trains Customer Care specialists (80% of dealers in 2020) - Deeply interacts with other departments (legal, warranty, parts, technical hot-line, regional managers)

-settlement of customers complaints,claims.Preparation of answers to claims, preparation of information and documents for the legal department in litigation; - development and implementation of special projects aimed on service processes, CSI increase; - weak points analysis by using feed back calls; - control Customer Satisfaction Index: data collection, analysis,reporting; - development and implementation of service promo campaigns (creation, preparation,control and reporting); - marketing research of customer needs and research of competitors market; - introduction and implementation of proposals on increase of sales, new customer acquisition and on increase of their loyalty; - development of intracorporate standards in accodance with the requirements of distributor.

- telephone survey of clients after purchase of car and after maintenance in order to evaluate customer experience; - analysis of results and oreperation of reports for the distributor; - team-work with other units on preparation of proposals on CSI increasing; - client requests handling: acceptance of claims/complaints/wishes; control of the decision-making on these requests; - wiretapping incoming calls to employees in order to identify compliance with the established requirements; -service advisors auditing;

- organize activities (work schedule, personnel hiring/training, administration, catering, recreation activity); - budget planning and control; - operational management of all activities (5 subordinates); - promotion elaboration and implementation, BTL activities.

-settlement of customers complaints, claims. Preperation of answers to claims, preparation of information and documents for the legal department in litigation; - organization of feedback (calls) from clients after visit to the service station; - analysis of received information,identification of negative responses, implementation of recommendations on improvement of customer loyalty and satisfaction; -personal participation in negotiations with clients, identification of trade-off in order to maintain customer loyalty; - formation and making of contracts with corporate customers; - receivables keeping, control over settlement of accounts; -preparation of accounting documents (bills, invoices, acts, waybills); - documentation keeping and accounting; - working at service station reception (handling documents, customer registration to service, control of cars acceptance/delivery, consulting on services and parts costs).