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Резюме 36009504
7 декабря

Development manager, regional manager, sales / aftersales manager, manager of customer service

По договоренности
не имеет значения
не имеет значения
36 лет (19 августа 1980), женский, высшее образование
Москва
Работала
Общий рабочий стаж — 16 лет и 11 месяцев

сентябрь 2015 — н.в.
1 год и 4 месяца

The instructor-trainer

Brand Experience Centre Jaguar Land Rover, Academy of driving skills, г. Москва.

Test site LandRover
(freelance activity)
Presentation of the landfill, the demonstration races and training courses on off-road track for the owners of the brand, target audience and visitors to the site.

август 2013 — август 2015
2 года и 1 месяц

Head of Department marketing and development.Manager

Omega Corporation group.

Main responsibilities:
- Management Department (10 persons)
- To develop strategies for the promotion and sales of objects of companies
- Planning and preparation of advertising campaigns and creative concepts
- Organization of companies ' participation in exhibitions at international and regional level
- Development and implementation of measures to improve the quality of work with clients
- Preparation of documents for participation in auctions and tenders, analysis of financial impact of planned promotions and campaigns.
Achievements:
Develop and execute strategies prodvizheniem elderly Saulkrasti, Latvia
Output commercial momentum six months after the launch, filling hotel up to 70%
Further rebranding of the nursing Home to the hotel
Ensuring long-term lease with the subsequent sale of designer villas on the island of Sardinia in Porto Cervo, Italy
Run Lodge hotel in Severobaikalsk.

январь 2013 — июль 2013
7 месяцев

Management of the holding company: Combined two posts: Head of client services and Head of external

(Полная занятость)

Project work GK LegeArtis (avant-Zelenograd), Nissan, Hyundai, Renault, SsangYong, OpelChevrolet, Mitsubishi, г. Москва.

Optimization of business processes of client direction and the forming direction of after-sales customer support
- Development and implementation of standards, training and mentoring staff, monitoring the execution of established policies; interaction with producers brands
- Transfer of the holding in CRM module
- Development of loyalty programs and special projects to attract new customers and retain existing ones, analysis of the results
- Planning, organization and execution of marketing, branding and corporate events turnkey
- Negotiations with potential partners and concluding agreements of cooperation
- Strengthening the company's position when working with suppliers and contractors; carrying out of tenders for choice contractors
- Reporting: analysis of the activity indicators, validation and control of financial results, reporting to the business owner.

июнь 2004 — декабрь 2012
8 лет и 7 месяцев

Head of client service Volvo Jaguar LandRover, event since 2007

GK Inchcape, the international Automobile Association MusaMotors, г. Москва.

Organization of events for decrease in risks of the return of the car. Preparation of package of documents for redemption/replacement of the cars, use, GoodWill, development of internal procedures for obtaining compensation from the manufacturer
- The development of plans to eliminate the causes of complaints and to prevent their re-occurrence
- Administration of customer loyalty programs manufacturer. Access, analysis, reports, calculation of the bonus system, trainings for the sales Department and service
- Development and implementation of the project of the index of customer loyalty net promoter score (NPS)
- Reporting regional managers, manufacturer, sales and after-sales service, verification for compliance to dealer standards
- Conducting market research, developing and conducting events to attract new customers. Analysis of the effectiveness of promotions and campaigns
- And updating databases, maintaining and expanding base of existing customers
- Organizing and conducting bulk marketing activities (theme days of the brand, the presentation of the new car, open doors, open new DC, Extreme tour, caravans, autoquest)
- Concept development and project format, writing rules and scenario development focused scheme to attract customers, scripting dialogue and briefs, development of invitations, ensuring proper guest flow, coordinating and supervising the work of contractors employed by agencies
- Analysis of the impact of events.
Key achievements:
- Ensure leading position of sales and Service brand of the company according to the customer satisfaction index in Russia and Moscow
- Development and implementation of a Program of encouragement and motivation "Beacons of success" for all businesses Musa MotorsJaguarLandRover
- Compliance with dealer standards, conducting annual and quarterly audits
- Successful experience of implementing a CRM system, the transition to SAP
- The creation of a unique project aimed at preserving the loyalty of customers Travel with Musa Motors". Developing, organizing and conducting expeditions across the Sahara, the Gobi desert, Russia and Europe

январь 2000 — апрель 2004
4 года и 4 месяца

Coach

OOO "Rosinter RESTORANTS", г. Москва.

- Organization of work and effective interaction of all structural subdivisions of the restaurant, the focus for development and improvement work, guest services
- Staff training, carrying out of trainings and lectures aimed at improving service levels to visitors, conducting presentations and trainings for wine production, carrying out appraisals of staff, assist with the opening of new restaurants.

Ключевые навыки
ADDITIONAL EDUCATION
2015-2016 Courses for in-depth study of the brand (ExcellenceJaguarLandRover)
2010 – 2014 Workshops on marketing
2006 – 2012 Technique of the work with clients. Academy of brand representation, the holding company "Musa Motors"
2009 – 2012 School of effective Manager. Business Etiquette
2010 – 2012 in-Depth study of the brand, procedures, service and warranty maintenance, quality procedures
2008 – 2012 Courses in the thematic areas of sales and service, the Academy Offices, international курсыExcellence
1997 – 2001 Courses at MEI, the study of technical German language
2002-2003 School of wines and high gastronomy "Nostalgie", the diploma of sommelier
2001 training of trainers, OOO "Rosinter RESTORANTS"
1996 – 1999 professional education Center Astropolis, learning English

SKILLS
The skills of conducting effective negotiations at different levels, skills of work with objections
Skills preparation and planning exciting presentations
The ability to work in multi-tasking, ability to systematize and organize processes
The ability to organize a team to perform tasks
The alignment of internal and external communications
High personal effectiveness, constructive approach to solving problems
The ability to assess a situation and make decisions independently, creative approach to assessment

PERSONAL QUALITIES
Easily and with interest study a new subject area and technology
Great potential and broad-minded, striving for continuous professional growth and professional development
The ability to search and notice new opportunities
The ability to easily establish new contacts with people to effectively address business issues
Do not miss the opportunity for self-education
Without harmful habits
Common feature: activity, commitment, responsibility, customer orientation, honesty, integrity, hard work, discipline
Advanced PC user, knowledge of CRM programs, SAP, auto repair, 1C, DDW
English, German (intermediate)
Driver's license category "B" experience since 1999
Училась

по 2003

Moscow Energy University Уровень образования: Высшее. Факультет: Faculty of electric power generation (non-conventional and renewable energy) degree. Специальность: Engineer hydroelectrolitic. Форма обучения: Дневная/Очная.
Знает и умеет
Английский язык базовый, немецкий язык базовый
О себе

A professional in the field of loyalty in the automotive industry, with international experience and high qualifications, who organized a large number of marketing activities and research, created customer service group of companies MusaMotors, to develop and implement quality standards for sales and service of all group companies time and number of projects with high efficiency. Long experience of conducting a large-scale event projects in the automotive holding company and further diversified the structure of omega

Some projects:
Project Volvo "Customer for life"
Project Jaguar Land Rover Customer Loyalty programme
The expedition project "Travel with Musa Motors", 4 expeditions per year (from a large-scale Norway, Italy, Cyprus, Sochi, Karelia, Morocco, Mongolia). Integration in the program TV2 transmission Radziszewski "My fishing"- 3.5 years
The project "Adventure and extreme sport tour to Lege Artis
Affiliate programm Castrol "AfterServiceContact. Customer Follow up"
Programmology "Club Musa Motors Jaguar Land Rover" and"Priority Club"Volvo Jaguar Land Rover
Project Mystery Shopping for Sales and Aftersales
The Project"ValueforMoney"
Program promotion and motivation "Beacons of success"
Implementation of CRM modules in the program Service and Client, SAP
customer service

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№ 36009504 обновлено 7 декабря, 11:54
Development manager, regional manager, sales / aftersales manager, manager of customer service
По договоренности
Женщина, 36 лет (19 августа 1980)
Москва
Опыт работы 16 лет и 11 месяцев
The instructor-trainer
1 год 4 месяца
сентябрь 2015  — н.в.
Brand Experience Centre Jaguar Land Rover, Academy of driving skills, Москва
Test site LandRover
(freelance activity)
Presentation of the landfill, the demonstration races and training courses on off-road track for the owners of the brand, target audience and visitors to the site.
Head of Department marketing and development.Manager
2 года 1 месяц
август 2013  — август 2015
Omega Corporation group
Main responsibilities:
- Management Department (10 persons)
- To develop strategies for the promotion and sales of objects of companies
- Planning and preparation of advertising campaigns and creative concepts
- Organization of companies ' participation in exhibitions at international and regional level
- Development and implementation of measures to improve the quality of work with clients
- Preparation of documents for participation in auctions and tenders, analysis of financial impact of planned promotions and campaigns.
Achievements:
Develop and execute strategies prodvizheniem elderly Saulkrasti, Latvia
Output commercial momentum six months after the launch, filling hotel up to 70%
Further rebranding of the nursing Home to the hotel
Ensuring long-term lease with the subsequent sale of designer villas on the island of Sardinia in Porto Cervo, Italy
Run Lodge hotel in Severobaikalsk.
Management of the holding company: Combined two posts: Head of client services and Head of external
7 месяцев
январь   — июль 2013
Project work GK LegeArtis (avant-Zelenograd), Nissan, Hyundai, Renault, SsangYong, OpelChevrolet, Mitsubishi, Москва, полная занятость
Optimization of business processes of client direction and the forming direction of after-sales customer support
- Development and implementation of standards, training and mentoring staff, monitoring the execution of established policies; interaction with producers brands
- Transfer of the holding in CRM module
- Development of loyalty programs and special projects to attract new customers and retain existing ones, analysis of the results
- Planning, organization and execution of marketing, branding and corporate events turnkey
- Negotiations with potential partners and concluding agreements of cooperation
- Strengthening the company's position when working with suppliers and contractors; carrying out of tenders for choice contractors
- Reporting: analysis of the activity indicators, validation and control of financial results, reporting to the business owner.
Head of client service Volvo Jaguar LandRover, event since 2007
8 лет 7 месяцев
июнь 2004  — декабрь 2012
GK Inchcape, the international Automobile Association MusaMotors, Москва
Organization of events for decrease in risks of the return of the car. Preparation of package of documents for redemption/replacement of the cars, use, GoodWill, development of internal procedures for obtaining compensation from the manufacturer
- The development of plans to eliminate the causes of complaints and to prevent their re-occurrence
- Administration of customer loyalty programs manufacturer. Access, analysis, reports, calculation of the bonus system, trainings for the sales Department and service
- Development and implementation of the project of the index of customer loyalty net promoter score (NPS)
- Reporting regional managers, manufacturer, sales and after-sales service, verification for compliance to dealer standards
- Conducting market research, developing and conducting events to attract new customers. Analysis of the effectiveness of promotions and campaigns
- And updating databases, maintaining and expanding base of existing customers
- Organizing and conducting bulk marketing activities (theme days of the brand, the presentation of the new car, open doors, open new DC, Extreme tour, caravans, autoquest)
- Concept development and project format, writing rules and scenario development focused scheme to attract customers, scripting dialogue and briefs, development of invitations, ensuring proper guest flow, coordinating and supervising the work of contractors employed by agencies
- Analysis of the impact of events.
Key achievements:
- Ensure leading position of sales and Service brand of the company according to the customer satisfaction index in Russia and Moscow
- Development and implementation of a Program of encouragement and motivation "Beacons of success" for all businesses Musa MotorsJaguarLandRover
- Compliance with dealer standards, conducting annual and quarterly audits
- Successful experience of implementing a CRM system, the transition to SAP
- The creation of a unique project aimed at preserving the loyalty of customers Travel with Musa Motors". Developing, organizing and conducting expeditions across the Sahara, the Gobi desert, Russia and Europe
Coach
4 года 4 месяца
январь 2000  — апрель 2004
OOO "Rosinter RESTORANTS", Москва
- Organization of work and effective interaction of all structural subdivisions of the restaurant, the focus for development and improvement work, guest services
- Staff training, carrying out of trainings and lectures aimed at improving service levels to visitors, conducting presentations and trainings for wine production, carrying out appraisals of staff, assist with the opening of new restaurants.
Высшее образование
2003
Moscow Energy University
Faculty of electric power generation (non-conventional and renewable energy) degree
Дневная/Очная форма обучения
Engineer hydroelectrolitic
Навыки и умения
Иностранные языки
Английский (базовый), немецкий (базовый).
Профессиональные навыки
ADDITIONAL EDUCATION
2015-2016 Courses for in-depth study of the brand (ExcellenceJaguarLandRover)
2010 – 2014 Workshops on marketing
2006 – 2012 Technique of the work with clients. Academy of brand representation, the holding company "Musa Motors"
2009 – 2012 School of effective Manager. Business Etiquette
2010 – 2012 in-Depth study of the brand, procedures, service and warranty maintenance, quality procedures
2008 – 2012 Courses in the thematic areas of sales and service, the Academy Offices, international курсыExcellence
1997 – 2001 Courses at MEI, the study of technical German language
2002-2003 School of wines and high gastronomy "Nostalgie", the diploma of sommelier
2001 training of trainers, OOO "Rosinter RESTORANTS"
1996 – 1999 professional education Center Astropolis, learning English

SKILLS
The skills of conducting effective negotiations at different levels, skills of work with objections
Skills preparation and planning exciting presentations
The ability to work in multi-tasking, ability to systematize and organize processes
The ability to organize a team to perform tasks
The alignment of internal and external communications
High personal effectiveness, constructive approach to solving problems
The ability to assess a situation and make decisions independently, creative approach to assessment

PERSONAL QUALITIES
Easily and with interest study a new subject area and technology
Great potential and broad-minded, striving for continuous professional growth and professional development
The ability to search and notice new opportunities
The ability to easily establish new contacts with people to effectively address business issues
Do not miss the opportunity for self-education
Without harmful habits
Common feature: activity, commitment, responsibility, customer orientation, honesty, integrity, hard work, discipline
Advanced PC user, knowledge of CRM programs, SAP, auto repair, 1C, DDW
English, German (intermediate)
Driver's license category "B" experience since 1999
Дополнительные сведения
A professional in the field of loyalty in the automotive industry, with international experience and high qualifications, who organized a large number of marketing activities and research, created customer service group of companies MusaMotors, to develop and implement quality standards for sales and service of all group companies time and number of projects with high efficiency. Long experience of conducting a large-scale event projects in the automotive holding company and further diversified the structure of omega

Some projects:
Project Volvo "Customer for life"
Project Jaguar Land Rover Customer Loyalty programme
The expedition project "Travel with Musa Motors", 4 expeditions per year (from a large-scale Norway, Italy, Cyprus, Sochi, Karelia, Morocco, Mongolia). Integration in the program TV2 transmission Radziszewski "My fishing"- 3.5 years
The project "Adventure and extreme sport tour to Lege Artis
Affiliate programm Castrol "AfterServiceContact. Customer Follow up"
Programmology "Club Musa Motors Jaguar Land Rover" and"Priority Club"Volvo Jaguar Land Rover
Project Mystery Shopping for Sales and Aftersales
The Project"ValueforMoney"
Program promotion and motivation "Beacons of success"
Implementation of CRM modules in the program Service and Client, SAP
customer service