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Женщина, 52 года, родилась 27 января 1974

Москва, не готова к переезду, готова к командировкам

Customer Service & Training Manager / Head of Administrative department

Специализации:
  • Менеджер по продажам, менеджер по работе с клиентами

Тип занятости: полная занятость, частичная занятость

Опыт работы 28 лет 5 месяцев

Сентябрь 2016по настоящее время
9 лет 9 месяцев
Moscow Humanitarian Economic University

www.mgei.ru

Образовательные учреждения... Показать еще

teacher of English and German
Teaching students, provide personal feedback to students,work out programmes for courses, maintain order and discipline among students.
Сентябрь 2005Апрель 2015
9 лет 8 месяцев
Honda Motor RUS LLC

Россия, www.honda.co.ru

Автомобильный бизнес... Показать еще

Senior Staff (Customer Service & Training Manager)
as an Administrative Manager: - developing administrative policies and procedures, ensuring compliance of corporate standards; - interacting with public authorities on issues related to the activities of the companies; - liaising with Immigration Service supporting company for Expat working permits, visas, home search, local moving; - coordinating corporate travel policy; - maintenaning lease, service and purchase agreements; - negotiating with facility management organisations, office equipments suppliers etc.; - supervising technical support of utility systems, technical facilities, etc; - supervising all administrative services: reception, corporate drivers, cleaning, couriers and taxi service; - completing administrative accounting functions by managing accounts payable/receivable, billing and invoice collecting; - administrative support of office: uninterrupted provision of supplies: stationary, household goods, polygraphy, office furniture etc; - office relocation project: office move, visual and interior design works, approval of general seating plan, new furniture solution, schedule of mantle/dismantle works; - organizing and supporting corporate events; as a Project Manager: - project development of company's projects in Moscow and Russian regions; - control over payments and financial documents; - tender processes (organization, coordination, estimation); - monitoring of new developments/trends in the branch; - coordinating various advertising and promo activities; - leading negotiations on contract and operating issues with suppliers; - organizing special projects and events; - working with training programs for staff (assessment, training, development and implementation); - development and optimization of business-processes of the department; - developing dealers network; - control dealers for recommended standards; - negotiations with potential customers at international exhibitions; - keeping the corporate database: input of initial info on clients & projects including relevant subtasks then followed by subsequent data processing and reporting; - on-line project administration including employees’ time scheduling, administrative support, budgeting; - drawing up and control over budget implementation, monthly, quarterly, and annual reporting. as a CR & Training Manager: - optimization and description of business processes, preparation of instructions; - establishing the appropriate structure and creating the team environment; - planning, communicating and implementing relevant CS projects within the CIS; - direct management of dealer customer service department (52 dealers in Russia); - ensuring customer service for increasing customer satisfaction, analyzing Customer Satisfaction Surveys for further development and improvement; - performing regular evaluation and feedback on the quality of the provided service, information analysis, work with claims, reporting to the management; - liaise with internal and external customers to ensure service to and from the departments; - analyze and identify the training and development needs of the departments; - facilitate different training and development company programs; - developing and conducting trainings "CR/Hospitality/Philosophy" for all CIS staff; - managing the delivery of regional and locally developed training programs within the CS function; - developing and reviewing content, methods & materials for training & delivers appropriate programs; - ensuring CIS CS performance up to the regional and locally defined standards; - regular CIS CS quality monitoring.
Сентябрь 1996Сентябрь 2005
9 лет 1 месяц
Krasnoyarsk State Pedagogical University

Красноярский край, kspu.ru

Образовательные учреждения... Показать еще

Deputy Dean of Foreign Languages Faculty
- educational planning; - monitoring of the educational process; - development of the concept of educational work of the Faculty; - drawing up training programs; - development of methodical programs and educational projects, resolving staff and administrative matters; - organization of distance learning; - organization of inter-regional cooperation; - teaching practice; - educational projects, participation in regional conferences

Навыки

Уровни владения навыками
Negotiation skills
Training & Development
Business Administration
Suppliers Management
Customer Relationship Management
Business English
Business Etiquette
Team management

Опыт вождения

Имеется собственный автомобиль

Права категории B

Обо мне

Proactive, self-motivated, diligent, competent, conflict-free. My goal is to increase the profitability of the company by professional skills and teamwork. I believe, business will last long and succeed only if product or service offered to customers is based on customer demands and expectations.

Портфолио

Высшее образование

2002
Высшее образование
Krasnoyarsk State Pedagogical University
Postgraduate studies, Pedagogics
1996
Высшее образование
Krasnoyarsk State Pedagogical University
Foreign Languages Dept., English & German Languages

Знание языков

Русский — Родной

Английский — C2 — В совершенстве

Немецкий — B2 — Средне-продвинутый

Повышение квалификации, курсы

2014
Training Courses on “Honda Philosophy" - Certificate
Honda Motor Co. - Moscow, Business Trainer CIS
2013
Training Courses on “Honda Hospitality” - Diploma
Tokyo Japan, Honda Motor Co. - Head-Quaters, Business Trainer CIS
2013
“E-Diagnosis" Training - Certificate
Tokyo Japan, Honda Motor Co. - Head-Quaters, Business Trainer
2010
Course for "General English+ English for Business Success", Course Level: Upper-Intermidiate - Certificate
Oxford House College, London, Business English
2009
Training Course on "Business Communication" - Certificate
The Russian Presidential Academy of National Economy and Public Administration (RANEPA), Business Communication
2005
Russian National State Examination Qualified Trainer Certificate
Krasnoyarsk Regional Institute of Inservice Training for Educators (IPK RO), Russian National State Exam Standards
2004
The Debate Coaches' Workshop - Certificate
Krasnoyarsk Regional Institute of Inservice Training for Educators (IPK RO), Coaching and conducting academic debate activities

Гражданство, время в пути до работы

Гражданство: Россия

Разрешение на работу: Россия

Желательное время в пути до работы: Не имеет значения