Position: Product manager
Category: Product Manager
English level: pre
Years of experience: 4

Won a tender of the big project (200 people)
Project of transfer in-house call center to outsourcing was started after 16 days from the moment of announcement of tender results.
Learning process for agents was reduced  from 21 days to 14 days at the end of the first project working month.
Three month after: agents unproductive time was decreased from 40,1% to 11,8%; percentage of the answered calls was grown by 39,3%.
Four months after: incoming telephone calls were decreased by 15% after changes implementation in IVR. 
Sales conversion (credits) rate was increased by 4,5 times during 7 months.Sales conversion (credit cards) rate was increased by 5,5 times during 7 month.
Reporting system was automated.
2 team members got their career path
Project management
Operations management
Team management (more than 200 people in 4 cities)
Customer relation management
Risk management
Operations management
Budget management
KPI management
Goal oriented project planning