Position: Team Leader, Customer Experience
Category: Support
Experience: 7 years | English: upper

1.	New approach in serving our customers - Personal manager approach;
2.	New tools for our clients (Knowledge Storage, Special offers, CEO meetings, new Personal cabinet, Telegram Bot etc,);
3.	New tools for internal client (one-click report creating, communication cards with clients, tool for automatic invoice creating and sending, special tab for Board etc);
4.	Level of rotation on a budgeted level during I am in charge;
5.	Rotation forecasting tool;
6.	Segmentation of our clients to understand their needs and potential to increase loyalty;
7.	Mentoring colleges on different issues.
1.	Team Leader of the Membership Experience Department (01.01.2020-now)
-	Managing team of 5 colleagues to succeed in achieving targets of organization;
-	Ensuring rotation on a budgeted level;
-	Creating new tools and approaches to make our members happy with our services, improving existing one;
-	Improving existing internal and external processes and creating new one across main organizations departments;
-	Ensuring communication with users is at highest level;
-	Improving communication between departments;
-	Creating new CRM/IT tools for clients and employees within organization`s strategy;
-	Development of documentation / descriptions for clients and employees;
-	Implementation new CRM/IT tools and approaches and usage control;
-	Budgeting process;
-	Providing wide range of reports for C-Level;
-	Resolving conflict situations with clients and employees; 
-	Maintaining relationships with suppliers
-	Mentoring team;
-	Onboarding of newcomers;
-	Recruiting staff.

2.	Senior Manager, Membership Experience Department (01.01.2019 - 31.12.2019)
-	Communication on everyday basis with clients to provide distinct options and services;
-	Creating new tools and approaches to make our members happy with our services, improving existing one;
-	Resolving conflict situations with clients and employees;
-	Upgrading CRM tools and launching new options and services for clients;
-	Ensuring proper level of rotation;
-	Organization of events within departments target;
-	Budgeting;
-	Mentoring team;
-	Onboarding of newcomers.

3.	Manager, Customer Experience Department (01.03.2018-31.12.2018)
-	Ensuring proper level of rotation;
-	Work on everyday basis with clients to provide distinct options and services;
-	Organization of events within departments target;
-	Agreements signing and documents workflow;
-	CRM system updating;
-	Organization of events within departments target;
-	Performing everyday tasks of a team member (replying to messages, gathering and monitoring data, etc.).


4.	Coordinator, Customer Experience Department (01.01.2017-01.03.2018)
-	Ensuring proper level of rotation;
-	Work on everyday basis with clients to provide distinct options and services;
-	Performing everyday tasks of a team member (replying to messages, gathering and monitoring data, etc.);
-	Technical assistance or CRM related issues;
-	Agreements signing and documents workflow;
-	Communication with clients to increase loyalty;
-	Organization of events within departments target.
Proffesional managment, intersting challenges, teamwork, less bureaucracy in the company.