Position: Operations Director
Category: Support
English level: fluent
Years of experience: 6

1. Customer Experience process improvement along with VOC program implementation. Shift to a Customer Centric Culture. As a result - CX metrics increase by 10-15 points in 1,5 year.
2. Transformation of Quality Assurance program aligned with international compliance and marketing rules, set competitive quality assurance standards over customer experience services. As a result - recognition by Benchmark Portal as a Top Rate Call Center, AppEsteem certification.
7 years of working experience in IT Operations, IT Support Quality Assurance, Service Excellence, Customer Experience, Project, Risk and Reputation Management.
Expertise in managing ground level operations, handling multiple departments and teams.
Strong communicator with good influencing skills, ability to drive the team effectively at all levels.
Proactive decision-maker along with putting together comprehensive solutions for business strategy.
Drive process improvements, change management.
Passionate in creating an exceptional service experience to customers, in order to increase customer satisfaction and loyalty, customer retention and generate new sales.

Customer Experience Specialties:
- Customer Experience Strategy implementation
- Customer-centric Culture 
- Net Promoter Score implementation
- Customer Effort reduction
- Customer Engagement
- Customer Loyalty program
- VOC program

Quality Assurance Specialties:
- Quality Assurance Strategy implementation
- Compliance Strategy implementation
- Quality Assurance programs for multiple directions
- Reputational Risk reduction 
- Financial Risk reduction
- Quality of Service Delivery
- Service Metrics Improvement
Looking for an interesting project to create or improve exceptional service experience to customers.