Enrise HVAC Solutions Ltd.

Enrise HVAC Solutions: an innovative start-up in the HVAC and Clean Technology Industry. My role encompasses:

- Crafting business and technological strategies
- Agile project management
- Proficient data analysis and database management
- Developing software and reaching the best prediction with machine learning algorithms 
- Elevating user experience (UX) and user interface (UI) across all client communication channels (website, app, online shop, distribution channels,...

Chief Technology Officer

X5 Group

●	Designed and developed the turnkey project Х5 Bank – new solution for all clients of X5 Retail Group (retail chain: Pyaterochka, Perekrestok)  - launched MVP (unique debit card (X5 Card) where financial and payment services are combined with loyalty programme of Pyaterochka and Perekrestok) over a six-month period.  
●	Developed the strategy, defined the product line and loyalty programme
●	Built the brand, registered new trademarks  - Х5Bank, X5Card and X5Pay
●	Organized UX-UI Design - Clients have an opportunity to get X5 Card in apps of Pyaterochka and Perekrestok and in supermarkets (physical channel, QR in shelf-banners). 
●	Developed and implemented customer support for Х5 Bank clients in various communication channels - launched new channels such as: call centre, social media support, web-site and mob version of this.
●	Developed customer relationship management (CRM) programme. Launched first campaigning in digital and phygital channels: on-boarding, cross-sell, up-sell, retention campaigning
●	Designed of the communication-focused and creative development strategy
ACHIEVEMENTS:
●	MVP launched in time, agreed by shareholders

Director of Customer Care and Marketing Department

Sberbank

●	Built an effective management model in a distributed Call Centre to provide Sberbank customer care via various communication channels (voice, chat, video, social media, bots)  -  11,500 subordinates (10 sites).
●	Implemented new AI-based technologies to improve the quality of forecasting of Call Centre operating load, as well as staff loss, error forecasting, and quality control automation  -  over 25% of contacts underwent ML-based analysis. 
●	Developed and implemented a strategy for the operation of a distributed Call Centre within a single seamless customer journey in the Ecosystem (partners, subsidiaries, core banking business)
●	Built a model for financial analysis and resource planning for the project implementation on service support in the Sberbank Call Centre for subsidiaries and partners of Sberbank - Creation of a unified support model within the Ecosystem
●	Started new Call Centre placement (physical and remote ones) -  gained expertise in organising remote working.
●	Used Route Causes Analysis for customer service improvement - FCR increased up to 87%, a share of RTDM scenarios about 15% from all requests in Call Centre.

ACHIEVEMENTS:
●	In 2020, began to maintain 50+ new products of Sber Ecosystem. 
●	Developed a unified knowledge base for employees and bots based on the graph model (MVP launch)
●	Facilitated the worldwide recognition of CC – participation and victory in international competitions (ECCCSA in London 2019 and 2020, ICXA in Amsterdam in 2020, Stevia Awards 2020)

Managing Director

Mobile TeleSystems OJSC

●	Accounted for the team formation and operational activity of the В2В channel (123 subordinates) 
●	Organised effective operation with all segments of the В2В market -  growth in all areas
●	Effectively launched a telemarketing channel in the SMB segment
●	In 2017, launched project sales, resulting in positive revenue growth on a year-to-year basis, and hit the highest at the end of 2018 + 8% year-to-year - Over the last 3 years, the market share has regularly grown by 1-2% per year.
●	In terms of the Company’s entry into new markets -  System integration (purchase of NVG), Cloud MTS, МТS Banking, E-Health, Big Data, E-learning, IOT facilitated effective launch of sales in the regions 
●	Annually organised major client conferences for 300 clients to increase awareness of new products and sales - Such events were requited within half a year.
ACHIEVEMENTS:
●	Over the last 3 years, the В2В channel has been in the TOP 5 best regions for convergent business in Russia

Director of Corporate Client Relations Department

●	Accounted for the allocation of the revenue budget and executed control over the implementation of the key marketing indicators of the segment for the Russian regions.
●	Elaborated the marketing development strategy (insights, product, case study, USP, creation, promotion) 
●	Analysed campaign effectiveness (commerciality, effect, subsequent tests) 
●	Accounted for the formation of the customer base management strategy (preservation, development, loyalty, service)
●	Managed to effectively organise the process of product and service promotion in regional markets: sponsoring, BTL, ATL, digital 
Achievements:
●	Career progress within the Company from Head of Marketing Unit for B2C Market to Marketing Department Director (B2C and B2B markets).
●	Developed and implemented the marketing department structure in Saint Petersburg branch It was recognized as effective and introduced in all Russian regions in 2012
●	Over a 5-year period of service, managed to achieve leading positions in terms of the active customer base within the territory of the North-West Macro-region

Head Of Marketing Department

●	Effectively managed operational activities and resources in the Call Centre to ensure the appropriate level of servicing (392 subordinate employees); 
●	Coordinated customer service provision in 9 regions of the North-West in accordance with the procedures and regulations approved by the Company; 
●	Participated in the development of programmes aimed at improving the quality of service provided to increase customer satisfaction;
ACHIEVEMENTS:
●	Developed and implemented new self-services for customer convenience, which were implemented at the Russia-wide level later on;
●	Improved Customer satisfaction index in Call Centre by 30%.
●	Reduced employee churn rate by 50% (reached 36% per year)
●	Participated in the International competition Crystal Headset as part of the Call Center World 2009 forum, and won the category Team Leader of the Year.

Head of Call Center

●	Provided reference and information services to customers;
●	Managed the operational activities of the Division and coordinated employees’ performance;
●	Executed control over the quality of reference and information services provided by employees;
ACHIEVEMENTS:
●	Career progress within the Company from Specialist to Division Head   
●	Managed to achieve effective interaction under the Incident Management

Head Of Division

With over 15 years of experience in marketing and customer experience, I am a passionate enthusiast of digital technology. I have led innovative and impactful projects in Russia's leading retail, telecommunication, and financial companies as well as with Canadian HVAC startup. I have a master's degree in business administration and a diploma in data science, which enable me to leverage data and analytics to improve business results and customer satisfaction.

Most recently, I was the Director of Customer Care and Marketing Department at X5 Group, where I designed and developed the turnkey Х5 Bank project, a unique debit card that combines financial and payment services with the loyalty program of Pyaterochka and Perekrestok. I managed the strategy, product line, brand, trademarks, and UX design of the project, and launched the MVP in six months, integrating the X5 card into the X5 app successfully. Previously, I was the Managing Director at Sber, where I built an effective management model for a distributed call center with 11,500 subordinates, implemented AI-based technologies to optimize forecasting, quality control, and staff retention, and created the first cross-platform video service product for B2C clients during the Covid-19 pandemic. I also contributed to the digitalization of the Sberbank customer journey in the ecosystem of partners, subsidiaries, and core banking business. Before that, I worked for MTS, Russia's largest telecommunications provider, for over 14 years, advancing to the position of Director of Corporate Client Relations Department. There, I launched project sales, increased revenue and market share, and introduced IoT products for B2B clients.

My mission is to facilitate automation and introduce cutting-edge digital solutions for the enhancement of user experience and the company's internal operations. I have a strong and decisive willingness to take on new challenges and learn new skills. I am looking for opportunities to apply my marketing and customer experience expertise, data science knowledge, and leadership skills in a dynamic and innovative environment.

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