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Родилась:
08.06.1967 (57 лет)
Пол: Женский
Место жительства: Москва
Директор по работе с клиентами
Профессиональный опыт и навыки
Date: February 2004 till nowCompany: VimpelCom /Beeline
The Position: Outsourcing Call Center Sales Director
General responsibilities:
•Develop and set up Outsourcing Call Center sales strategy
•Market share retention and increase
•New products and value added services creation with marketing department
•Responsible for Customer relationship, loyalty and satisfaction programme
•Track and monitor all projects according to agreed timing, budget, process and procedures
•Participates and speaks on different Marketing events, Forums
Team Management
•Provide very strong ongoing working relationship with internal Beeline support departments: Operation, HR, project managers, IT, marketing, PR
•Provide leadership, inspirational direction to sales team in order to achieve ambitious performance and growth business targets
•Staff assessment based on personal targets fulfillment
•Interview for a job with new candidates applying for sales and account management positions
Account Management
•To assist Customers in linking and developing business strategy and implement the tactics required to achieve their business and technology objectives
•Developing relationship with client senior level decision makers and stakeholders
•Support and manage complex sales and tenders
•Maintain all issues related to effective operation/commercial aspects of the existing KEY customer’s business and existing revenue retention
•Responsible for achieving business results such as client satisfaction and profit.
Financial Management
•Business effectiveness analysis based on regular key drivers (cost of revenue, GM, revenue per position) tracking, customer’s discount approval
•Responsible for providing all relevant information to Company management to assist accurate budget planning
•Quarterly department target planning
•Business Cases data preparation and presentation on the Company Investment Committee
Основное образование
Education: Dates 1984 - 1989 College State Technical University, Samara Qualification Diploma (Red) of the Engineer of Chemistry and Technology Dates 1989 -1992 College Russian Academy of Science, Institute of Organic Chemistry, Moscow Course Post-graduate course
Дополнительное образование. Повышение квалификации, курсы
Trainings: Dates Training center Course February 2008 COPC Registered Coordinator Center Barcelona, Spain Contact Center Excellence 13-14 September, 2007 «Business Training Russia» «How to Influence Efficiency» 25-26 October, 2007 «Business Training Russia» «Influence skills» (DISK) 06-07 July, 2006 «Business Training Russia» «Efficiency Management Skills» May 2006 Ernst &Young professional Education Center «Finance for Non-financial Managers1» December, 2006 «Apexberg» «Commercial Call Center management» 27-29 April, 2006 «Golden Telecom BCS Academy» «Efficiency Negotiations» 13-14 December, 2005 «Business Training Russia» «Decision Base Course» 20-22 October, 2005 «Golden Telecom BCS Academy» «Efficiency Sales on Corporate market» June 1998 «Nortel» «Distributor Sales Training Programme»
Знания и навыки
Personal statement and accomplishments:
• Strong verbal and written communication skills
• Strong negotiation and presentation skills
• Excelled as a presenter at public conferences, forums, special periodical papers interviews
• Multi-tasks oriented. Able to work in busy, demanding environment and having job that require responsibility and good time management
• Results-oriented with a bias for action and sense of urgency
• Able to cope well under pressure and to provide sound judgment and leadership in tough conditions
• Strong customer focused and attention to details. Long term customer’s relationship oriented. Accountability
• Hands-on leadership style
• Able to work with minimal direction and reviewed by senior management
• Dynamic, creative problem solver
• Positive attitude & positive energy, sociable
• Highest level of integrity
Total Experience:
• Telecom experience – 15 years
• Specific responsibilities in Outsourcings Call Center area – 6 years
• Sales and Customer relationship experience - 13 years
• Management experience – 7 years
• Strong verbal and written communication skills
• Strong negotiation and presentation skills
• Excelled as a presenter at public conferences, forums, special periodical papers interviews
• Multi-tasks oriented. Able to work in busy, demanding environment and having job that require responsibility and good time management
• Results-oriented with a bias for action and sense of urgency
• Able to cope well under pressure and to provide sound judgment and leadership in tough conditions
• Strong customer focused and attention to details. Long term customer’s relationship oriented. Accountability
• Hands-on leadership style
• Able to work with minimal direction and reviewed by senior management
• Dynamic, creative problem solver
• Positive attitude & positive energy, sociable
• Highest level of integrity
Total Experience:
• Telecom experience – 15 years
• Specific responsibilities in Outsourcings Call Center area – 6 years
• Sales and Customer relationship experience - 13 years
• Management experience – 7 years
Languages:
Strong verbal and written Business English, upper intermediate level, able to do presentation and interview in English
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