Position: Head of Customer support
Category: Support
English level: upper
Years of experience: 9

2020
Customer experience development Hub One
2019
Human resources development Best practices of Call-centres
2018
Project of the year - Dzwinner
Volia
07.2018 - current time
Head of Customer Service Department
Customer service
-Development and implementation of a customer service strategy 
-Management of the contact center, including incoming and outgoing directions (500+ employees in Kiev, Khmelnitsk and Lutsk) 
-Managing the churn and retention of subscribers
-Developing digital customer service and increasing share of self-service 
-Design of a value proposition based on regional specifics and competitive environment
-Management of activities aimed at increasing ARPU

Customer experience
-Create a customer-centric culture to align with the larger CX strategy 
-Management of customer experience in all service channels, by analyzing weaknesses based on the results of customer satisfaction surveys, development of the service design direction
-Deliver consistency in the quality of the customer experience through regular training, competency assessments, standards, processes and KPIs
Key achievements
1.Achievement of record availability in the contact center and maintaining them at a high level
2.Opening of a new location in a short time, 2 months from the moment the case was approved until the first call at the site
3.The lowest annual churn in the history of the company

Head of Call-centre division
05.2016 - 07.2018
-Operational Management of two locations (400+ subordinate employees - Kiev, Khmelnitsky)
-Increase in the volume of passive and active sales on incoming and outgoing calls
-Optimization of the Call Center structure in order to improve customer satisfaction and reduce the cost of service
-Participation in the opening of a new location from 0, building processes, bringing to target indicators

Key achievements
1.Growth of the active sales channel more than 2 times 2.Reduction of repeated calls of clients to the call center by 15%

2013- 05.2016
Head of Kharkiv branch