TELUS International Europe

Digital Marketing Manager

МЕГАТОП

MEGATOP - one of the biggest footwear and accessories chain stores in the country
Responsibilities:
- Managed business processes and delivered IT projects for the e-commerce department.
- Communicated with cross-functional teams (40+ employees, marketing, BA, Dev team, UX/UI  and sales).
- Supervised a team of 4 members (feedback and KPI management, mentoring and onboarding).
- Prepared regular reports on the team's progress, capacity and quality.

Achievements: 
1) Built e-commerce communication department from scratch for 6 months (deployed continuous business processes, learning and onboarding systems)
2) Implemented and maintained a chatbot for customers' feedback (2 e-commerce marketplaces with 300K+ users). Gathered and prioritized requirements, created tasks and documentation for the Dev team, managed internal communication, held workshops and meetings and reported to top managers. The project continuously stayed in the "green zone" and met all stakeholders' expectations.
3) Developed a digital knowledge database for the team for business process improvement (performance increased by 30% in the first month).

Lead Project Manager (Head of E-comm communications)

Холдинг Атлант-М

ATLANT-M - multinational automobile company
Responsibilities:
- Performance evaluation of 200+ employees in the company delivered a digital analytical report system for monitoring and maintaining the quality communication level with customers.
- Internal and external 30+ stakeholders management (weekly and monthly reports and presentations, holding review meetings). 
- Conduction of in-depth interviewing sessions with customers and internal clients. 
- Managed requirements for ongoing projects and for future projects’ initiation phases. 
- Developed project documentation (process roadmaps, technical tasks, analytical reports by managers’ requests). 
- Directly supervised 6 quality analysts (hiring, coaching and motivation, KPIs, feedback and quality management).

Achievements:
1) Developed the internal analytical report for monitoring the service quality for the company’s customers, presented it to stakeholders and got approval. By 30% the level of KPI implementation was increased. The product allowed increasing the revenue by 2%.
2) Implemented an online registration system for car test-drive and auto repair service (200+ internal users, integration SAP ERP and Bitrix24, the project goal was achieved in scope and within the timeline).
3) Delivered the Cloud platform for service quality controlling and development (integration CRM system and IP-Tel, performance increased by 50% for 3 months after landing and the level of KPI compliance required by clients were continuously maintained).

Some achievements were awarded by The Board of Directors with diplomas:
1) For maintaining constructive relationships with internal customers.
2) For the development and implementation of an in-depth system for monitoring the quality of customer service by employees.
3) For effective management of available resources, exceeding planned targets

Quality Management Lead

Quality Analyst

Customer Service Specialist

I am a results-oriented and motivated professional with a strong background in:
✅️ project management 
✅️ quality development 
✅️ e-commerce 

Due to my experience I learnt how:
✔️manage cross-functional teams efficiently 
✔️build departments from scratch until 100% established processes 
✔️deliver innovative solutions in customer service, according to stakeholders' demands 
✔️deeply analyze, improve existing and deploy new business processes 

Educational background:
✳️ Environmental management and audit in the industry, Engineer, Master's degree, 2016
✳️ Professional Certification: Google Project Management, 2022 
✳️ Business Analysis in the Software Development, 2022

А unique blend of my skills allows me to deliver value to any team and project.

Taplio

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