Работала в 6 компаниях   16 лет 7 месяцев

FMCG, Транспорт и Логистика

Consumer engagement services manager

Nestle Ukraine LLC / Нестле Україна, ТОВ

FMCG

5 лет 4 месяца

01.2019 - по настоящее время

Responsibilities:
Lead 2 external cross-functional teams
Customer service and communication strategy
Crisis management
Consumer service projects management
Business processes optimization
Budget management
Quality and efficiency day-to-day improvement
Protection of brand reputation by 24/7 customer feedback 
Service through traditional contacts, digital channels and social media Managing issues and crisis in digital and social media
Providing a high level of service
Cooperation with relevant functions and stakeholders to develop preventive solutions to support consumer confidence
Coordination and development of customer/consumer services in social media and traditional channels to support personalized dialogue that foster experience-based customer trust and loyalty
Ensuring the process of planning and controlling the budget, analysis, payment assessment
Support service for promo activities      
Additional projects:
Project management of Website development 
Digital solutions implementation (BuyNow button, Shoppable recipes)
eBusiness Academy learning program launch     
Achievements:
improved Social media listening efficiency from 91% to 95%
optimized expenses of social media support service on 15%
optimized the process of withdrawing products based on the complaints from consumers for replacement - by 60%

Head of operations department

ТММ Экспресс, ООО

Транспорт и Логистика

4 года

12.2014 - 12.2018

  • personnel management - 150 persons (directly under 10 persons)
  • development the operations procedures and Strategy
  • creating and implementation of the Standards , documented procedures, instructions, determining the operations business processes in the company;
  • operations project development;
  • optimization of business processes;
  • KPI analyze;
  • creating the efficient planning and report system;
  • the opening of new sorting depots in the European market;
  • line hauls planning, European networking;
  • customs clearance control processing;
  • participation in all product development, projects development processes - cost reduction

Achievements:

Organized European operational network with central HUB in Warsaw

Optimized operational expenses on 15%

Head of Customer Support

TNT Ukraine LLC

Транспорт и Логистика

3 года 3 месяца

09.2011 - 12.2014


• personnel management - 35 persons 
• development of customer service strategy and its realization 
• organize the development and implementation of regulations and standards of communication with customers; 
• develop and monitor the implementation of measures aimed at improving the customer-oriented culture among company employees; 
• develop , monitor and analyze the implementation of the results of activities aimed at the study of customer satisfaction with the quality of services and the degree of customer loyalty to the Company; 
• ensure the regular development of department employees in customer service orientation to customer needs ;
• KPI analyze; 
• analyze the experience in customer support and on analysis compile list of standard activities that improve customer satisfaction with the quality of services; 
• implement the Standards , documented procedures, instructions, determining the order of interaction with customers within the purview of the Department; 
• provide training to improve customer service; 
• controlling the recruitment and employee adaptation process; 
• Identification, creation, implementation of the processes needed for the quality management system 
• Make a decision of customer claims compensation
Achievements:
Resolved 100% of customer inquiries and complaints 
Decreased incoming calls by pro-active actions
Increased internet ordering from 14% up to 60%
Launched centrelized call center for Ukraine branch with control tower in Kyiv

Marketing specialist

TNT Ukraine LLC

Транспорт и Логистика

4 месяца

05.2011 - 09.2011

  • analyze the market
  • creating the marketing plan
  • advertising campaign organization

Customer service manager

TNT Ukraine LLC

Транспорт и Логистика

2 года 10 месяцев

04.2006 - 02.2009

  • personnel management - 15 persons
  • complaints processing
  • recruit, induct, develop, motivate and assess Customer Service department staff to achieve targeted objectives and maintain staff satisfaction
  • To keep in touch with top clients

Achievements:

Monthly based training for all customer service employees ( for all Ukrainian branches)

Increased service level from 83% to 95%

Launched new bonus system for customer service department

Call-centre supervisor

TNT Ukraine LLC

Транспорт и Логистика

7 месяцев

09.2005 - 04.2006

  • personnel management - 8 persons
  • participate in the selection of staff and monitor the process of adopting new staff of call-center during the probation period;
  • to analyze the call-center KPI's and to plan correction actions for improving;
  • organize staff attestation ;

Achievements:

Launched new KPI for call-center

Launched bonus system for customer service employee

Decreased lost calls from 7% to 1%

Increased pro-active resolved issues on 40%

Ключевая информация

  • Excellent interpersonal, facilitation, organizational and diplomatic skills;
  • extensive experience in communication, sales;
  • good analytical skills;
  • highly organized and energetic individual able to work under pressure, keep up with changing environment;
  • quick learner;
  • accuracy;
  • time management skills;
  • ability to manage multiple tasks and priorities;
  • management skills, problem solving and decision making skills

Училась в 1 заведении

Киевский национальный авиационный университет

Магистр компьютерно-интегрированный технологических процессов авиационного оборудования стационар

Киев, 2004

Владеет языками

Английский

выше среднего

Может проходить собеседование на этом языке

Может проходить собеседование на этом языке

Польский

средний

Русский

родной

Может проходить собеседование на этом языке

Может проходить собеседование на этом языке

Украинский

родной

Может проходить собеседование на этом языке

Может проходить собеседование на этом языке

Курсы, тренинги, сертификаты

Quality Management Systems Internal Auditor, “Bureau Veritas” LLC

Киев, 2004

- Auditing of the company processes according to the International standard ISO 9001:2008

Юлия

Project manager, Head of customer service

Киев

65 000 грн.

41 год

полная занятость

Характер работы: удаленная работа, в офисе/на месте

Обновлено 1 месяц назад