Position: Head of Customer Success, Head of Operations, Product Owner, Operations Manager
Category: Support
English level: fluent
Years of experience: 11

Managing a team of 500 people, winning an international award, improving CSI and NPS indicators while decreasing costs twice.
I have over 10 years of experience in managing positions in customer support with international companies (IT, Telecom, Media), both product and outsourcing.

I have experience in: 
- Launching L1, L2 support teams from ground up and scaling existing teams (recruitment, onboarding, training, setting KPI, launching performance management systems, SLAs)
- As a Business owner in CRM launch
- As a Product manager responsible for innovative service channel and for a new web-site launch 
- Knowledge of the SDLC process
- Managing omnichannel service structure and launching new service channels
- Managing budget, ROI, cost per service and cost per sale
- Working with international clients (USA, EU) and teams
- Managing cross-sales and upgrades (setting reasonable and challenging targets, defending budget, 100% sales revenue targets achievement) 
- Managing customer retention (70% retention rate)
- Customer development - providing regular surveys and analytics on tariffs and products development

Some figures:
- max number of customers to provide service for - 8 mio
- Increase of CSI (customer satisfaction index) 88->94
- Reached sales targets 100%
- Scaling contact center 10x times
- Brought first 5 B2B international customers for startup for the first year

I use analytical and data-driven approach, I like reporting achieved KPIs in comprehensive manner.  

English C1,  German A2+.
I would like to perform tasks which influence company revenue and at the same time involve people from different departments. It would be good to work with a modern product in either product or outsourcing company.