Director of Client Service. Organization of service at the enterprise. Advanced training - course 47,900 rub. from Moscow Business School, training 24 ac. hours, Date: February 5, 2024.

Professional experience

2017–2022 — PSN Group, director of the department of service, services and marketing
2012–2017 — Ritz Carlton Hotel, Head of Guest Relations and Quality Department
2010–2012 — Hotel “La Meridien Limassol Spa & Resort”, Spa manager
2007–2010 — Ritz Carlton Hotel, Guest Relations Supervisor

Professional competencies

Customer service, quality of service
Personnel training, implementation of work standards
Call center management
Organizing a call center from scratch
Operational optimization
Planning and Budgeting
Maximizing financial performance
Formation of effective teams
Staff motivation and coaching
Organization of events: entertainment, business, professional
Hotel technologies
Administrative and economic activities
Service and marketing in housing and communal services

Clients

LLC "Dasang" (restaurant Hibiki), LLC "Anterra" (hotel Green Flow), Moscow Financial and Industrial Synergy University, Vasga LLC, Metallostroy XXI, the network of veterinary clinics "Chance Bio", Krins LLC and other

Teaching experience

2021 - present V. — Peoples' Friendship University of Russia, teacher of specialized disciplines
2018–2022 — Ritz Carlton Hotel, corporate trainer

Education

2022 — Moscow International Higher Business School MIRBIS, MBA “Human Resource Management”
2021 — Peoples' Friendship University of Russia, advanced training in the direction of “Systematic business consulting and professional coaching”
2008 - Peoples' Friendship University of Russia, specialist in service and tourism
2007 - Peoples' Friendship University of Russia, translator from English

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

2015–2019 — Research agency “Smart Metrics”, founder, managing partner
2016–2018 — PJSC JSCB Svyaz-Bank, director of the small business development department
2014–2015 — JSC CB Modulbank, Director of the Marketing and Advertising Department
2008–2014 — Sberbank of Russia OJSC, central office of the small business department, head of the department for working with business associations and monitoring business development conditions
2006–2008 — Moscow City Electric Grid Company OJSC, head of department
2006–2007 — Russian Law Academy of the Ministry of Justice of Russia, Deputy Dean
2003–2006 — All-Russian public organization of small and medium-sized businesses “OPORA RUSSIA”, head of legal service

Professional competencies

Customer centricity and service leadership
Construction and management of a customer service system
Construction of remote service channels
Development of a customer-centric business strategy
Customer research (customer development)
Construction of a metrics service system (NPS, CSI, etc.)
Business Process Optimization
Development and implementation of digital transformation
Development of brand strategy, creative concept and communication strategy for a digital product
Interaction with federal government authorities
Development and implementation of a quality management system
Clients

PJSC Rostelecom, Federal Agency ROSSTANDART, PJSC Sberbank, KB Modulbank, State Corporation VEB.RF, MTS, X-FIT, Ak Bars Bank and others

Teaching activities

Teaching activities in leading universities and training centers since 2001: EMBA Consortium from MIRBIS (training program for foreign students), Russian Law Academy of the Ministry of Justice of Russia, Moscow State Open University and others

Speeches and publications

Regular speaker at professional business forums and conferences: Rostelecom “Business Drive”, International Banking forum, forum on the development of social entrepreneurship, National Advertising Forum, conference “Financial Institutions and SME. Trends and cases 2018", master class for participants of the PSI Russia 2018 Exhibition and Festival and others
Author of the publication “The customer is always at the center of the product for us”
Invited guest on Radio “MediaMetrics” on the topic “Customer service as a way to build customer loyalty”

Education

2015 — Russian Academy of National Economy and Public Administration under the President of the Russian Federation, Faculty of Finance and Banking
2003 - Moscow State Open University, graduate school
2000 — Moscow State Open University, Faculty of Law, Civil Law