Manager Customer Service, IT support, Project Manager

Был больше месяца назад

110 000 ₽

40 лет (родился 07 января 1985)

Москва

Занятость

не указано

Гражданство

не указано

Контакты

Телефон

Почта

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Опыт работы 10 лет и 6 месяцев

- Декабрь 2012 – февраль 2015
- 2 года и 3 месяца
IT Service Desk Manager
Mars Inc., Ступино
Обязанности и достижения:
Full KPI responsibility including leading 30 employees to support 70,000 customers. The main responsibility is to contribute to Mars Inc. success by providing leadership, direction and supervision within the Mars Service Desk analysts in a continuous support environment while acting in accordance with Mars 5 principles. Key responsibilities: • Lead incident and knowledge management and establish Service Level Agreements. • Lead a number of global transformation projects within Mars Service Desk • Establish training, provide feedback and coaching to the analysts. • Supervise the analysts through managing performance, addressing relationship issues, and making sound hiring decisions. • Provide data and reporting of KPI’s to Global Service desk management team in ad-hoc, weekly, monthly. • Identify problem root causes and implement changes which will lead to increased levels of service to the customers. • Serve as communication conduit across support teams. Key achievements: • led EU project of the creation Mars Service Desk internal portal (servicedesk.mars) for all IT and many other request and issues from >70,000 employees managing outsourced team of developers from China and Brazil • led knowledge management improvement and successfully persuaded senior manager to implement new induction plan that resulted in 1 week less of initial training period and 30% less training hours • led Mars Service Desk customer Satisfaction Survey and improved UK Satisfaction score by 11% year on year in 2014 • successfully completed project “MS Windows migration” in EU with 40,000 users within 8 months with decrease in system errors issues by 32% • coached and mentored 3 analysts for assessment, interview and successful promotion within 1 year • initiated and successfully implemented IT Disaster Recovery Plan for Service Desk which resulted in 99,99% call centre availability during 2014 Key projects: • Windows 7 take-on • Symantec Endpoint Protection migration Take on support of Mars Service Desk, migrating all Mars Inc. computer users to SEP12 version. • Tier 1 support Dashboard improvement The purpose of the project was to improve Dashboard Management for Mars Service Desk: recreate ways of working and KPI focus • Policy Manager take on support of Mars Service Desk Purpose of the project is to take on support of Mars Service Desk tool for Policies Management for Mars Inc. • New Mars office in Prague take on support of Mars Service Desk The purpose of project: take on support of Mars Service Desk new Mars office in Prague.
- Июль 2010 – октябрь 2012
- 2 года и 4 месяца
Department Manager
IKEA, Уфа
Обязанности и достижения:
Responsible for retail KPI’s for Department; line management accountability for 15 store associates during a period of store opening and 2 years of operation. Ensure that in partnership with, and coached by, the IKEA Food Manager IKEA store’s... • Food Service operations run effectively and profitably. • Home furnishing sales are supported by providing customers with visually appealing, great tasting, and nutritious food and beverages with a Swedish profile at low prices in accordance with the IKEA Concept. Key Responsibilities: • Help lead the recruitment, selection, coaching, supervision and development of all Food Service co-workers. • Optimise the financial development and performance of IKEA Food’s own P&L via goal setting, budgeting, follow-up and forecasting. • Contribute to the development of annual action plans to execute Business Plans and Commercial goals. • Contribute to, and ensure the participation of, Food Services in all marketing and in-store promotional activities. • Develop collaborative relationships within IKEA at store, national and international levels and also externally with local authorities and suppliers. • Undertake Duty Manager and other storewide managerial responsibilities. Key achievements: • in collaboration with Marketing department accomplished new marketing strategy resulting in 30% customer visits growth and 15% sales growth • in partnership with Operations and Logistics Managers planned, ordered and led the installation of Department layout with 1 month ahead of the plan and used time for associates development hired and trained team of 15 associates within 1,5 month of store opening preparation
- Август 2004 – июль 2010
- 6 лет
Restaurant Manager
Макдоналдс, Уфа
Обязанности и достижения:
Led restaurant operations, supervised, engaged and developed 40 associates during a period of restaurant opening and 5 years of operation. Running the restaurant, starting from competition research, business development, and identifying target customers to an active supervision of every part of the restaurant operations including service level, menu quality, staffing and financial aspects. Key Responsibilities: • Supervised all aspects of the restaurant, from in-house interior to hiring process. • Managed different areas of restaurant operations such as customer relations, vendors’ relations and inventory control. • Specialised in training and motivating new associates regarding their work and responsibilities. • Controlled the shift sales on a daily basis to meet the weekly expenditures. • Helped in promoting business through social interaction in community events. • Estimated the daily food consumption and placed orders with suppliers accordingly. • Ordered utensils, equipment and contacted merchants regarding their supplies on a regular interval. Key achievements: • implemented night shift improvement project. It helped to save 224 night working hours/month and improved monthly Food Safety audit results by 25% • through drive and personal development achieved position of restaurant manager within 2,5 years

Образование

- Магистр
- Дневная/Очная
- 2008
Башкирский государственный университет
Факультет: Биологический
Специальность: Биохимия и биотехнология

Обо мне

Дополнительные сведения:

— опытный пользователь Microsoft Project — Отличные навыки управления отношениями с клиентами; — умение работать как в команде, так и самостоятельно; — английский — IELTS Academic 8.0; — опытный пользователь ПК