Customer-oriented staff: improving the quality of customer service. Advanced training - course RUB 19,900. from Moscow Business School, training 18 academic hours, Date: December 1, 2023.

Professional experience

2007 - present V. — Independent business coach
2009–2013 — Training center “Fifth Element”, head of sales department
2006–2009 — Training center “Fifth Element”, corporate training consultant
2005–2006 — ROOSSA, head of sales department

Professional competencies

Development and implementation of corporate training programs
Development and implementation of a personnel motivation system
Design and implementation of modern methods of personnel assessment
Business Process Optimization
Development of scripts and service standards
Building a sales concept and policy

Clients

GC "Integra", Neftemarket, Management Company "R7 Group", CenterAtom, Credit Europe Bank, Nomos Bank, VTB Insurance, Ingosstrakh, furniture factory "Maria", Bazelini, Furniture Symphony, Relotti, Forward-Furniture, MetroMet, Ardis, TD TsvetKompleksMetal, Regionznak, I.S.P.A. Engineering, A.V.E., Massage Paradise, Pegas Touristik, Tourtrans-Voyage, Trinity Charter, Major, Komsomolskaya Pravda, VGTRK, MC MC, FD Media

Education

Center for Social Technologies, social technologist
Moscow Psychological and Social University, social psychologist

Professional experience

2008 - present V. — Private practice: business trainer, coach, business consultant
2005–2008 — Energokaskad Group of Companies, Deputy Director for Personnel and Development Issues
2000–2005 — Business development consulting company, CEO
2000–2005 — Branch of the International Institute of Management, director
1998–2000 — Group of Companies “International Institute of Management”, project manager for working with key clients
1996–1998 — Group of Companies “International Institute of Management”, sales manager, trainer-consultant

Professional competencies

Project management
Development of measures to change and optimize business processes
Formation of corporate standards, assessment and training of personnel
Development of training products and training formats to meet the needs of the customer company
Development of the company's mission and strategy
Formation of corporate culture
Corporate and personal coaching
Formation of client-oriented approaches in the company's work
Audit of commercial structures to determine the quality of personnel
Assessing the effectiveness of performing tasks within the occupied position
Formation of personnel reserve
Making changes to the structure of departments in order to increase operational efficiency
Formation of strategic objectives of the company
Building a system of interaction between departments
Development and implementation of an employee motivation system
Conducting assessment and selection of employees for the branch and partner companies
Selling complex consulting products
Telephone sales, service and technical customer support
Conducting negotiations with company executives to identify and formulate training needs
Drawing up technical specifications and commercial proposals, tender proposals
Management of training and consulting projects
Development of activities for the development of the sales department and the company
Search for strategically interesting partners
Organizing the company’s participation in seminars and meetings of representatives of industrial and government structures

Clients

Rosatom State Corporation, PJSC Inter RAO UES, VChNG, Bashneftekhimtorg, PJSC Lukoil, OJSC NK Yukos, Alfa-Bank, Pricewaterhouse Coopers, Bashekonombank, Impexbank, Business Information Center of Finland, Vneshtorgbank, Gazprombank, MECHEL concern, Bosch and Siemens, BMW, SKODA, Leroy Merlin, ECCO, Pyaterochka chain of stores, Kimberly Land, Cosmic chain of entertainment centers, "Invitro", IBS

Speeches and publications

Presenter and consultant of a series of training seminars “Secrets of Success” on the First Educational TV channel
Co-author of the book “Project Management. Practical guide"
Speaker at conferences “Store Management”, “Sales”, “Consumer Rights and Quality of Service” and other specialized events

Achievements and completed projects

Winner of the “Consumer Rights and Quality of Service” award in the category “For contribution to building an effective service culture” (2018)
Two-time winner of the “Effective Education” award in the categories “Trainer-practitioner, expert in the development of training products” (2017) and “Best trainer-practitioner” (2019)
Developed a program and prepared a team for the 1st Youth Congress of Mosenergosbyt and Inter RAO UES
Developed a unique system for selecting and evaluating “stars” of waiters and bartenders for the Kosmik company
Formed a personnel reserve system for the Corporation Center group of companies
Winner of the competitions “The most sought-after and business trainer-consultant of MIM Group of Companies”, “Trainer of the Year according to reviews of clients of MIM Group of Companies”
Participated in an assessment assistant for top and middle management of branches and the central office of Alfa-Bank

Education

2015 — Facilitation Point Company, facilitation tools in the work of a trainer
2013 — Management practices, team building
2012 — Grape People Russia, training in facilitation formats for organizing and coordinating group work as part of the educational program of the youth innovation forum “Fast and Furious 2012”
2008 — Mercuri International together with the International Institute for Manager Development, active forms of training and personnel assessment
1999 — International Institute of Management together with the International Institute for Manager Development, trainings: “Management of logistics processes: cost reduction and business optimization", "Marketing Fundamentals: Sales System Optimization", "Human Resources Management: Strategies and Tactics for Working with Personnel, preventing and resolving conflicts”, “Targeted sales: awakening the need for your product, selling complex non-standard goods”, “Guide employees. Block 2", "Strategic Management", "Advertising Psychology", "Targeted Sales: Working with Difficult Clients, Achieving Difficult Goals, Conflict-Free Dealing with Non-Payments"
1998 — International Institute of Management together with the International Institute for Manager Development, trainings: “Psychological types of customers”, “Targeted sales: awakening the need for your product”, “Manual employees. Block 1", "Telephone Marketing"
1997 — International Institute of Management together with the International Institute for Manager Development, sales (basic level)
1995–1998 — Bashkir State Pedagogical University, psychology and pedagogy

Duration and format of training: 16 academic hours in person or online. Attention! You can attend the full Purchasing and Supply Director course. The most important tasks in any enterprise are purchasing and working with suppliers. These are very complex and difficult to control processes, but the efficiency of the enterprise depends on how smooth they are. The seminar is aimed at studying the organization of procurement activities of an enterprise, searching and selecting suppliers for the purchase and supply of necessary products. You will be able to master the basic tools for integration, automation and information support of procurement activities.

Duration and format of training: 16 academic hours in person or online. In the current turbulent situation in the country and in the world, many entrepreneurs are seriously considering entering exports and new markets as an additional factor in stability and even business preservation. This is undoubtedly true - exports help to successfully diversify cash flows. But, like any project, export requires careful preparation and planning. The seminar will tell you how to optimally plan the export cycle for your organization and product (the so-called export cycle), without making costly mistakes leading to loss of money and time, and also to minimize possible costs.