Position: Sales Manager
Category: Sales
English level: pre
Years of experience: 2


DINERO, CoolCredit 05/2020 - 07/2022 Head of General Client Support. General Client Support. Main achievements:  ‒ Introduced and systematized the business processes of the department ‒ Automation of responses (chatbot) has been configured ‒ Created instructions for operators in order to improve the quality of consultation and increase FCR ‒  Creation of knowledge base for problematic cases (Scenarios for individual and less typical cases) ‒ Setup IVR and call routing logic  ‒ Set priority of incoming line queue (For primary processing of profitable clients) ‒ Created a workflow for the retention of client ‒ Control over the effective level of key indicators (AR, SLA, FCR, QC, OCC) ‒ Analyzing on daily basis of main KPIs and work with PBI repots ‒ Monthly OKRs reporting ‒ Agents workload optimization ‒ Development of motivation systems for operators