Chief operating officer

Была в этом месяце

По договорённости

Соискатель скрыл дату рождения

Москва, готова к переезду

Занятость

полная занятость

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Профессиональные навыки

Business English
Customer Service Strategy
Team Leadership & Motivation
Financial Efficiency & P&L Management
Business Process Automation
Negotiations & Partnerships
Crisis Management
HR Strategy & Recruitment
Market Analysis
IT Product Development
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Опыт работы 19 лет и 2 месяца

- Январь 2024 – март 2025
- 1 год и 3 месяца
Director of Customer Service (with COO functions)
WEE marketplace
Обязанности и достижения:
"WEE marketplace" is an international marketplace. Key clients: Askona, HiPhone. - Developed an IT product from scratch (e-commerce ecosystem with AI assistants). - Launched three dark stores in Dubai. - Company valuation reached $40 million; closed several investment rounds. - Startup listed in Forbes' "10 Most Promising Startups with Russian Founders". - Developed an IT product from scratch (e-commerce ecosystem with AI assistants). - Launched three dark stores in Dubai. - Company valuation reached $40 million; closed several investment rounds. - Startup listed in Forbes' "10 Most Promising Startups with Russian Founders". Optimized logistics, reducing costs by 30% and delivery time by 20%: - Managed a hybrid delivery network combining our in-house team (30 couriers using bicycles and cars) with strategic 3PL partners for specific zones, reducing costs by 30% while maintaining our 1-hour delivery promise; - Improved last-mile processes, cutting delivery costs by 30%; - Optimized fulfillment operations, reducing picking and packing errors by 90%; - Developed and launched a courier training program — achieved 95% CSAT; - Streamlined inventory management, increasing inventory turnover by 20%. Automated 80% of manual operations: - Built an international customer support team, increasing CSAT to 90%; - Led cross-functional projects (CRM from scratch, ticketing system, 1C, seller and customer portals, courier app, transactional notifications, etc.); - Implemented risk management measures that improved operational security, reducing potential financial losses by 20% and reputational risk by 50%; - Oversaw financial operations with sellers, improving process efficiency by 95%. Expanded the sales funnel, increasing company profit by 20%: - Reduced order cancellations by 70%; - Onboarded 500+ sellers to the platform; - Introduced new product categories, boosting sales by 15%; - Managed the sales of marketing tools for sellers, contributing an additional 3% to profits.
- Июнь 2023 – сентябрь 2023
- 4 месяца
HR Director
Next Contact
Обязанности и достижения:
"Next Contact" is an outsourcing contact center. Key clients: Leroy Merlin, Samolet Group, Level Group. Developed an anti-crisis strategy, increasing company revenue by 30%: - Built an HR department in 3 months: 36 recruiters, launched mass hiring, training, and motivation systems. - Closed 95% of staffing needs (mass positions & IT) within 3 months. - Opened a new site, increasing profit by 20%. - Developed employee motivation systems, improving retention of key staff and increasing productivity by 18%. - Optimized marketing activities by 30%, maintaining candidate quality.
- Октябрь 2020 – март 2023
- 2 года и 6 месяцев
Deputy COO
Neovox
Обязанности и достижения:
Neovox Moscow, neovox.ru Services for business - Колл-центры, Call centers, dispatch services Deputy COO «Neovox» is one of the top 5 largest outsourcing contact centers in Russia. Key clients: Russian Post, Federal Banks, Government services. Organized a new business unit, increasing company profit by 40% within a year: - Developed and implemented the strategy for scaling a remote site to 560 FTE. - Introduced a new motivation system, reducing turnover by 60% in the first month. - Launched remote learning systems, reducing attrition by 15% during training and trainer resource use by 40%. - Ensured monthly hiring targets (80-120 FTE). - Introduced electronic document management, cutting employee onboarding time by 90%. - Implemented an adaptation system, increasing employee life cycle by 20% and reducing target onboarding time by 20%. - Led the development of all local regulatory documents, minimizing legal risks. - Conducted cost-factor analysis, reducing indirect costs by 70%. - Managed the remote contact center budget, increasing efficiency to 90%. - Oversaw project work (CRM, ROM, mailing systems, admin panels, etc.). - Improved remote employee performance to 96%, attracting 10 new clients (federal companies, banks). - Created and implemented corporate culture strategy, increasing efficiency by 55%.
- Ноябрь 2018 – октябрь 2020
- 2 года
Head of Operations
Dostavista
Обязанности и достижения:
"Dostavista" is a delivery service. Key clients: MTS, Detsky Mir, Avito, Ozon. Improved financial efficiency of the operations directorate through P&L ownership: - Optimized the delivery model by eliminating unprofitable routes, increasing profit by 20%; - Managed hyperlocal deliveries with fulfillment time under 30 minutes, increasing revenue by 5% and customer return rate by 25%; - Led the development and implementation of a freight delivery project from scratch, ensuring logistical efficiency in the absence of full system integration; - Introduced cashless payment options, resulting in a 40% profit increase; - Oversaw end-to-end financial interaction with couriers, including payroll, taxes, and documentation, improving transparency and processing speed — courier churn down by 20%, inquiry handling time reduced by 90%; - Reduced courier fraud by 30%; - Initiated and led automation and optimization projects: CRM, payment processing, voice and in-app bots, support services for mid- and high-tier clients, unified contact center software across all operational countries (Intercom). Reduced payroll costs by 80%: - Automated core operational processes; - Implemented an employee adaptation program; - Restructured the recruitment process; - Enhanced corporate environment; - Changed employee motivation systems.
- Май 2015 – июнь 2018
- 3 года и 2 месяца
Head of Customer Service
Х5 Group, Москва
http://www.X5.ru
Разработка программного обеспечения, Системная интеграция, автоматизации технологических и бизнес-процессов предприятия, ИТ-консалтинг, Розничная сеть (продуктовая), Розничная сеть (drogerie, товары повседневного спроса)
Обязанности и достижения:
X5 RETAIL GROUP Russia, www.X5.ru Head of Customer Service Organized customer service for "Perekrestok" retail chain across Russia within 3 months (instead of 11): - Increased customer service index from 60% to 98%. - Added new service channels: social media, chats, email, complaints book, hotlines, bots, messengers. - Created reporting systems for the board of directors, improving retail quality by 50%. - Introduced post-purchase CSAT, increasing customer satisfaction by 12%. - Implemented KPIs for retail, raising NPS by 15%. - First in the country to resolve in-store queue issues within 15 minutes (CSAT +15%, positive social media mentions +30%). - Developed regulations and procedures, reducing complaint processing from 14 days to 1 day. - Automated instant compensation for customers, satisfaction +40%. - Managed "Mystery Shopper" project, cutting costs by 20%, raising NPS by 15%. - Integrated VkusVill products into Perekrestok's line, resulting in "Green Line" product. - Led negotiations with foreign vendors for self-service checkouts, addressing customer convenience, fraud prevention, and scanner interface. - Controlled the marketing directorate's budget, achieving 90% efficiency. - Initiated social media reputation management, reducing negative mentions by 30%. - Created unified customer service experience across "Perekrestok", "Pyaterochka", "Karusel", cutting costs by 30%.
- Июнь 2014 – май 2015
- 1 год
Head of Contact Center
EuroContact, Москва
Маркетинговые, рекламные, BTL, дизайнерские, Event-, PR-агентства, организация выставок
Обязанности и достижения:
«EuroContact», development of motivational applications. Key clients: Nivea, Lindor, Philip Morris, Shell. The number of staff is 20 people.
- Июнь 2013 – май 2014
- 1 год
Senior Manager in the Customer Service Department
Х5 Group, Москва
http://www.X5.ru
Разработка программного обеспечения, Системная интеграция, автоматизации технологических и бизнес-процессов предприятия, ИТ-консалтинг, Розничная сеть (продуктовая), Розничная сеть (drogerie, товары повседневного спроса)
Обязанности и достижения:
«Х5 Retail Group», online store Е5.RU Number of staff is 37 people.
- Май 2005 – июнь 2013
- 8 лет и 2 месяца
Team Leader
TELECONTACT
Обязанности и достижения:
"Telecontact", one of the first outsourcing contact centers in Russia, market leader. Key clients: Alfa Bank, Ozon, Lamoda, X5 Retail, Absalut Bank, Russian Post, Citibank, Domodedovo. Number of staff is 2067 people

Образование

- Высшее образование
- 2009
Tver State Technical University
Факультет: Humanitarian
Специальность: Psychology, Psychology of Management

Обо мне

Дополнительные сведения:

Business English, Customer Service Strategy, Team Leadership & Motivation, Financial Efficiency & P&L Management, Business Process Automation, Negotiations & Partnerships, Crisis Management, HR Strategy & Recruitment, Market Analysis, IT Product Development, Customer Experience, Customer Support