RUSSIAN-SPEAKING OPERATIONS MANAGER LIVING IN MANILA
Excellent working experience that includes over three years of well-commended service delivery experience in Russia.
Outstanding customer support experience which includes more than one year of working as a CSR in the Philippines.
Well-established client management experience spanning over 10 years of engaged and customer-driven work.
BACHELOR OF ARTS
IN FILM AND CINEMA
St.Petersburg State University
of Film and Television.
2005 – 2010
ARTS & ENTERTAINMENT
CUSTOMER SUPPORT REPRESENTATIVE
ONE CONTACT CENTER, Ortigas Center, Philippines 2017-2019
Provided top-tier chat and e-mail support to Russian-speaking clients via Nanotep and Zendesk.
Top-performing resource, and because of her good performance, was assigned to handle Social Media support via Sprout.
Strong leadership skills, and acted as one of the leaders amongst the Russian-speaking agents.
Highly-skilled in the craft and was assigned to train new team-members and ensure that they exceeded the metrics.
Constantly exceeded performance, and regularly received performance bonuses for delivering beyond what was expected.
SERVICE DELIVERY MANAGER
NP SRO STROYREGION, Saint Petersburg, Russia 2012-2017
Maintained a database of 250 companies and played a key role in coaching them, and giving them technical guidance on how to obtain ceritifications needed for Russian building permits.
In-charge of marketing new certification services and selling solutions to meet the customers demands.
Optimized the compliance process and created best practices on how to speed up the certification procedures.
Handled the financial relationship with the customers and was in-charge of discussing and controlling their montly fees.
Created sales plans and providing new solutions such as insurance, new training and new ISO certifications.
Was recognized as one of the top seven service delivery managers among a pool of 150.
DEPUTY OPERATIONS DIRECTOR
IRIS PRINTING HOUSE, Saint Petersburg, Russia 2010-2012
Liaised with superior to make decisions for operational activities and set strategic goals.
Planned and monitored the day-to-day running of business to ensure smooth progress.
Supervised staff from different departments and provide constructive feedback.
Evaluated regularly the efficiency of business procedures according to organizational objectives and apply improvements
Managed procurement processes and coordinate material and resources allocation
Oversaw customer support processes and organize them to enhance customer satisfaction.
Managed relationships/agreements with external partners/vendors
Ensure that the company runs with legality and conformity to established regulations
PROCOLOUR PRINTING HOUSE, Saint Petersburg, Russia 2007-2009
Liaised with other managers to formulate objectives and understand requirements.
Estimated costs and prepare budgets
Organized workflow to meet specifications and deadlines
Monitored production to resolve issues
Supervised and evaluated performance of production personnel (quality inspectors, workers etc.)
Determined amount of necessary resources (workforce, raw materials etc.)
Approved maintenance work, purchasing of equipment etc.
Ensured output meets quality standards
Enforced health and safety precautions
Reported to upper management Ensure that the company runs with legality and conformity to established regulations
NP SRO STROYREGION
IRIS PRINTING HOUSE