I've been an effective broker and analyst, PMO manager, event planner and coordinator, team leader and trainer, head of customer service, organized planner and facilitator of charge. My newfound passion is psychotherapy, So now, I can do even more to improve the psychological climate within a team and a company.
I'm looking for my next challenge. How can I help you thrive?
[email protected] +79265940559 Moscow, Russia
Analysis, structuring and systematization of business processes, change management.
Optimization and implementation of changes.
Development of work standards, interaction schemes, policies and procedures.
Creating schemes of interaction between process participants.
Sochi 2014, Team workshop for 2018 FIFA World Cup, Moscow Domodedovo international airport, Birk, Metrium, Phoenix group and others
8 years of experience in team leadership. Successful management of different teams, staff recruitment, training, creation of team spirit, distribution of roles and functions, delegation, support, training, mentoring, support of change management, motivation, creation of atmosphere for efficient work.
Sochi 2014, Moscow Domodedovo international airport, Birk int., Metrium
Planning, coordination, control, communication with customer, partners and guests.
I am a proactive problem solver, able to provide instruction to staff and lead by example.
Sochi 2014 and Test events (2013-2014), Team workshop for 2018 FIFA World Cup, NTV+ Celebration 20years(2016 Moscow), MIFF (2014-2020), Business simulation "Carries" for Central Bank, the Model program for Moscow Exchange, the Model program "From expert to coach" for Rusagro and others
Friendly, easy, pleasant and sincere in communication. Easy to maintain contacts, friendly and trusting relations. I also receive training from a psychologist and a therapist. I give individual and group consultations.
Customer service, organizing the work of call centers. Consistently improved customer satisfaction through adept resolution of conflicts, issues, and concerns.
Sochi 2014, Team workshop for 2018 FIFA World Cup, Moscow Domodedovo international airport, Birk, Metrium
Creative Problem-Solving skills
Excellent Interpersonal skills
Solid Organizational skills
Positive & Friendly demeanor Versatility to work in a team or independently.
Head of Client Unit • October 2018 - March 2020
Client Service Division Management
Optimized and implemented business processes to improve service quality and cross-functional interaction
Developed and implemented motivational program, developed a system of key performance indicators for the Division
Improved the psychological climate of the company, reducing staff turnover by 30%
Head of Сoordination Unit • February 2017 - September 2018
Manage coordination unit (planning, organization, motivation, control, development, selection of new employees)
Organization and operational management of training activities: business simulations, business games, conferences, business lunches
Optimized and streamlined business processes, developed and implemented standards for the organization and conduct of events, inter-unit communication patterns, motivational design
Implemented a project management system
Established communications within the division, between the units in the company, with business partners
Hotline manager • October 2015 - August 2016
Management of the hotline department: call center to provide information and operational assistance to airport clients, staff and partners, provide documentation to airlines
Staff Learning and Development
Handling objections and claims, conducting quality surveys on counterparty services
Formed a departmental team, consolidated the divisions of related units
Optimized and implemented Primary Information Gathering Standards, Challenge Management Standards
Increased favorable working climate, discipline, quality of work and reduced staff turnover from 40% to 10%
Head of the contact center • January 2013 - May 2014
Management of the contact center team for operational work during the preparation and holding of sports events
Development, testing and implementation of operational schemes, response plan, standards, policies and procedures for cross-functional interaction and service provision
Hiring, training and adaptation of personnel
PMO Project manager • January 2011 - December 2012
Took part in the schedule of plans project management office development and monitoring, was in charge of competitive and non-competitive venues managing
Definition an efficient schedule, monitoring the resources allocation and control the costs.
Analyst • January 2007 - December 2010
Analyzed the effectiveness of projects for investment attractiveness of assets (over 100 companies) and new business
Calculated the value of shares of the company, formed a commercial offer to buy the company's assets
Broker • August 2003 - December 2006
Conducted support of buying shares transactions on buying shares, held negotiations with the shareholders, organized offsite offices to work with minority shareholders
1997 - 2003
2020 - 2023
2017 - 2023