Position: Implementation of projects in the field of sales, service, CRM
Category: Project Manager
English level: upper
Years of experience: 11

•	NPS reached the level of +14,6 % from negative rate of 20,5%.
•	The result of Mystery Shopping research increased from 57% to 68% over the period of 6 months. 
•	Cross-sell increased from 12% to 50% and up-sell – from 10% to 55% over the period of 9 months.
•	15 motivation programs have been launched. “Smartboxchallange” incentive program: 10 times more products were sold for 10 working days than during the previous 6 months. “Post-drive”: 30% of total 6-month sales volume were sold during 1.5 months of “Post-drive” campaign. “Battle of Regions” - parcels grew by 22%, transfers by 6%, payments and quality by 3% for the period of 6 months.
•	Implementing customer service quality management system: developing customer service standards, personnel training system, branch staff monitoring and motivation for the implementation of standards.
•	Implementing sales process, including cross-sell and up-sell.
•	Developing and maintaining motivation programs for employees to increase sales and improve service.
•	Introduction of the electronic communication system with employees of the branches.
•	Building the system of communications with customers in order to attract new ones, retain existing ones and perform cross-sell and up-sell (full cycle: working with databases, preparing offers, selecting communications, writing conversation scripts, SMS text messages, describing campaign mechanics, target audience, working with responses, analyzing campaign conversions, etc.).
•	Contributing to personnel training and assessment - preparation of training materials, training programs, conversation scripts, organization of the knowledge checks.
Interested in an international project and not only! :) Open to suggestions.