I joined Wyzbox together with my entire team from the previous company as a single unit, which I led to test the Middle East market.

Responsibilities:

1. Project management;

2. Performance management;

3. Process improvement;

4. Call center script development;

Achievements:

1. Increased buyout rate by 10%

2. Achieved an average upsell rate of 2.5 items per order

3. Reduced logistics expenses by 40% compared to initial values

Responsibilities:

Same as on COO position +:

1. Crisis management

2. Implementation and managing of new E-Commerce projects for US and Middle East Markets

3. Coordination of advertising team goals and workflow.

Achievements:

The average monthly Net loss in 2024 was decreased by -$5-10K, if to compare with -$50K per month we got in the middle of 2023.

Recommendation: +971 56 650 9428 DMITRIY STEPANOV (Owner)

Responsibilities:

1. Project Management;

2. Budgeting and financial analysis;

3. Process Optimisation and Strategic Planning;

4. Price establishment;

5. Purchases and Logistics;

6. Web traffic purchase;

7. Risk management and Problem Solving.

Achievements:

1. $1M+ Annual Net Profit of the controlled department;

2. New accesses to LatAm, African and Middle East markets (UAE, KSA, Oman, Qatar, Kuwait, Jordan, Kenya, Tanzania, Ghana, Uganda, Nigeria, Egypt, Mexico, Peru);

3. Call center offices establishements in Nairobi (Kenya), Cairo (Egypt);

4. Remote call center establishment in LatAm.

5. Successful transition and reorganization of the company's operational processes to remote work during COVID without any financial losses.

Responsibilities:

1. Call Center Operations Management;

2. Performance Management;

3. Process Improvement;

4. Call-Center script development;

5. Guidance, coaching, and performance management;

6. Problem Solving.

Achievements:

1. While starting the project from scratch – I made it a big international family with 60+ workers from around 15 different countries;

2. Average upsale rate is 2.0+, crossale rate is 0.2 per confirmed order;

3. Low staff turnover rate.

Main tasks:

1. Call center launch. Moving from analogue telephonic network to VoIP:

- Technical inquiry development;

- Miscalculation of expenses and budget for project realization and maintenance;

- Purchase of new phone numbers with most convenient call rates;- Tendering of potential contractors. Subcontracting; Purchase of technical equipment. Service work desk arrangement;

- IVR announcement recording;

- Dynamic call tracking implementation for the needs of marketing department;

- Script development.

2. Implementation of the new CRM system:

- Integration of the new CRM system with VoIP;

- Script development of working in CRM. General process establishment. Elaboration of working with customers data sheet. Organization of cold and warm call scenarios through CRM databases;

- Work with IT developers;

- Adjustment of direct co-operation between departments by means of CRM and VoIP.

3. Basic activities:

- Adjustment of technical processes;

- Work with technical malfunctions;

- Resolving complaints and communication with problem clients;

- Work discipline monitoring.

Responsibilities:

1. Process management;

2. Performance management;

3. Meeting (exceeding) Sales goals for department and company.

4. Guidance, coaching, and performance management

5. Problem Solving

6. Fraud prevention;

7. Monitoring and managing of the maintenance issues;

8. Communicating with other departments.

Achievements:

1. Building a team from scratch;

2. Ensuring a high level of motivation in the team;

Responsibilities:

1. Managing the customer support team of 50 people, supervising and coordinating customer support representatives from 7 online casinos.

2. Performance managing;

3. Problem solving;

4. Fraud prevention;

5. Refund and charge back prevention;

6. Communicating with other departments, management and partner companies to resolve problems and optimize working process;

7. Work and communication with VIP clients.

Achievements: $80K+ average daily revenue of the controlled department

Responsibilities:

1. Personnel recruitment and personal data verification;

2. New employee orientation.

Achievements:

1. Constant achievement of the planned KPI`s;

2. Positive feedbacks from the new employees about training quality.

- Calls and Upsells;

- Email messaging;

- Chat messaging;

- Work with database.

Resposibilities:

1. 2007-2012 – tutor of two forms (Communicating and consulting with the parents of pupils; Extra-curricular activities; Maintaining good order and discipline among pupils.);

2. Geography teacher of 7th-10th forms. Have an experience as an instructor in National Independent External testing;

3. Coordination and maintenance of School European Club, including introductory optional subject for high school students - “European Studies”;

4. Implementation and development of interactive studying, including video lessons and MS Powerpoint presentations;

5. 2009-2012 - Organization and coordination of the annual international student exchange program among Ukrainian, Polish and German high school students;

6. 2009-2011 - Team training and participation in the annual Regional UN Model Student conference;

7. Participation in international projects: • Ukraine-Switzerland teachers conference “Living in Democracy” (Zurich, Switzerland, 2008) • International student forum “YES!” (Slavonice, Czech Rep, 2011; Vienna, Austria, 2012)

Achievements:

1. Successful graduation of 50+ kids after 5 years of tutoring;

2. Strong nerves O

3. Personal growth in leadership, tutoring, people and risk managing.