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Резюме 23073249
5 октября 2016

Manager

100 000 руб.
полный рабочий день
не имеет значения
35 лет (5 июля 1981), мужской, высшее образование, женат, есть дети
Москва, Chertanovo, м. Чертановская
Готов к командировкам, гражданство: Россия
Работал
Общий рабочий стаж — 14 лет и 3 месяца

август 2013 — н.в.
3 года и 7 месяцев

Service manager

(Полная занятость)

OJSC "VimpelCom" (www.beeline.ru), г. Москва.

Service support, post-sales of telecom services and equipment provisions to partners/clients in sphere of tenement, commercial realty (hotels). Interaction with the technical department and customer service support department to find technical possibility to projects realization. Preparation of commercial offers.

декабрь 2012 — март 2013
4 месяца

National Manager

JSC "Mobile TeleSystems" (MTS) (www.mts.ru), г. Москва.

Management and sales to Key, national clients.
Post-sale of telecommunications services. Issues at the national level.
Client areas: transport and energy, oil and gas, chemical companies, FMCG, Banking and many others.
Preparation of commercial proposals and presentations. Sales forecasting,
Customer profile and status.
Marketing activities.
Reports.

июль 2010 — декабрь 2012
2 года и 6 месяцев

Service Manager

LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), г. Москва.

Service support, post-sales of telecom services and equipment provisions to partners/clients in sphere of tenement, commercial realty (shopping and business centers, hotels, etc.). Interaction with the technical department and customer service support department to find technical possibility to realize projects and provide the best solutions and services to partners/clients. Preparation of commercial offers. Record keeping and the profile of partners / clients in the databases of the company.

ноябрь 2008 — июль 2010
1 год и 9 месяцев

Partner Account Manager Hewlett-Packard (Telesales)

LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), г. Москва.

Served as dedicated sales support manager for the partners (SME re-sellers, large integrators, main IT distributors) and consultant in a wide range of information regarding products, services, solutions, promotions, and partnership programms.
Involving, authorisation and further development of new partners for the promotion and sale of HP products to their clients and end customers. Reporting and sales forecasts on the entrusted partners. Identify opportunities, tracking deals and its support.

август 2006 — ноябрь 2008
2 года и 4 месяца

Head of groups of dedicated commercial projects (Call center)

(Частичная занятость)

LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), г. Москва.

Served as Head of "Hot-line" (Consultations, promotional marketing research and surveys, handling of complaints.) for consumers of the leading tobacco manufacturer.
Coordination of client services, improving query performance;
Development of proposals to change the algorithms of service;
Implementation and monitor of new techniques;
Reporting on quality of operators work;
Monthly assessment of workload of call center;
Daily work organization;
Weekly reporting to the client company responsibles;
Maintain staff in sufficient numbers, hiring and training new ones;
Maintain timesheets and memos for the payment of bonuses.

июнь 2005 — август 2006
1 год и 3 месяца

Quality Manager (Process & Procedure manager on consumer services provided) Hewlett-Packard

LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), г. Москва.

Service center Hewlett-Packard (consumer products), namely the coordination of team "Wellcome desk" on customer services;
Control of the team (8 experts);
Improving the quality of query processing;
Development of proposals to change the algorithms of customer servicing;
Implementation and monitor of new algorithms;
Weekly assessment of call center load;
Weekly reports;
Development, implementation and monitoring of new algorithms work group;
Hiring and training new employees.

август 2004 — июнь 2005
11 месяцев

Multi-operator

LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), г. Москва.

Operator of commercial Call-center;
Operating the inbound and outbound calls;
Email, claims handling;
Customer support services in wide range of areas, such as banks, money transfer, PR, advertising and promoes, internet shopping etc.

июль 2002 — июнь 2004
2 года

Sales Manager

LLC "RosK-Inlingva” (Traveling, Study & Work Abroad)., г. Москва.

Selection, admission and registration for learning and professional courses abroad;
Work with embassies and visa services;
Preparation, execution of materials and proposals for clients;
Communication and presentation of the partners in Moscow;
Participation in exhibitions, seminars, conferences and presentations of educational products;
The writing of articles and advertisements.

Ключевые навыки
Experience in the Customer service, Call-centers, telecommunications and Internet services, as well as in the areas of advertising, sales and marketing.
Experience in leadership positions for more than 3 years. (staff -17 people.)
Experienced in Business, Technical and literary translations.
Creativity, good sense of humor.

Компьютерные навыки:
Microsoft office, Lotus notes.
Учился

по 2005

"Moscow Private University of N. Nesterova," Уровень образования: Высшее. Факультет: Foreign Languages.. Специальность: Linguist - translator. Форма обучения: Дневная/Очная.
Курсы и тренинги

2013

"Typology of personality in large sales". EXECT business training, г. Москва

2010

“Sales through service”. “RT Group”, г. Москва

2007

"Call Center Personnel management". "Apex Berg", г. Москва

2007

"Call Center Operational management". "Apex Berg", г. Москва

2007

"Customer base management".. "Apex Berg", г. Москва

1998

General education. "NewLands Manor School" Private college. Seford, United Kingdom, г. Город за рубежом

Знает и умеет
Английский язык свободно владею, французский язык базовый
Водительские права категории B
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№ 23073249 обновлено 5 октября 2016, 08:29
Manager
100 000 Р, готов к командировкам, полный рабочий день
Мужчина, 35 лет (5 июля 1981)
Женат, есть дети, гражданство Россия
Москва, Chertanovo (м. Чертановская)
Опыт работы 14 лет и 3 месяца
Service manager
3 года 7 месяцев
август 2013  — н.в.
OJSC "VimpelCom" (www.beeline.ru), Москва, полная занятость
Service support, post-sales of telecom services and equipment provisions to partners/clients in sphere of tenement, commercial realty (hotels). Interaction with the technical department and customer service support department to find technical possibility to projects realization. Preparation of commercial offers.
National Manager
4 месяца
декабрь 2012  — март 2013
JSC "Mobile TeleSystems" (MTS) (www.mts.ru), Москва
Management and sales to Key, national clients.
Post-sale of telecommunications services. Issues at the national level.
Client areas: transport and energy, oil and gas, chemical companies, FMCG, Banking and many others.
Preparation of commercial proposals and presentations. Sales forecasting,
Customer profile and status.
Marketing activities.
Reports.
Service Manager
2 года 6 месяцев
июль 2010  — декабрь 2012
LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), Москва
Service support, post-sales of telecom services and equipment provisions to partners/clients in sphere of tenement, commercial realty (shopping and business centers, hotels, etc.). Interaction with the technical department and customer service support department to find technical possibility to realize projects and provide the best solutions and services to partners/clients. Preparation of commercial offers. Record keeping and the profile of partners / clients in the databases of the company.
Partner Account Manager Hewlett-Packard (Telesales)
1 год 9 месяцев
ноябрь 2008  — июль 2010
LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), Москва
Served as dedicated sales support manager for the partners (SME re-sellers, large integrators, main IT distributors) and consultant in a wide range of information regarding products, services, solutions, promotions, and partnership programms.
Involving, authorisation and further development of new partners for the promotion and sale of HP products to their clients and end customers. Reporting and sales forecasts on the entrusted partners. Identify opportunities, tracking deals and its support.
Head of groups of dedicated commercial projects (Call center)
2 года 4 месяца
август 2006  — ноябрь 2008
LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), Москва, частичная занятость
Served as Head of "Hot-line" (Consultations, promotional marketing research and surveys, handling of complaints.) for consumers of the leading tobacco manufacturer.
Coordination of client services, improving query performance;
Development of proposals to change the algorithms of service;
Implementation and monitor of new techniques;
Reporting on quality of operators work;
Monthly assessment of workload of call center;
Daily work organization;
Weekly reporting to the client company responsibles;
Maintain staff in sufficient numbers, hiring and training new ones;
Maintain timesheets and memos for the payment of bonuses.
Quality Manager (Process & Procedure manager on consumer services provided) Hewlett-Packard
1 год 3 месяца
июнь 2005  — август 2006
LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), Москва
Service center Hewlett-Packard (consumer products), namely the coordination of team "Wellcome desk" on customer services;
Control of the team (8 experts);
Improving the quality of query processing;
Development of proposals to change the algorithms of customer servicing;
Implementation and monitor of new algorithms;
Weekly assessment of call center load;
Weekly reports;
Development, implementation and monitoring of new algorithms work group;
Hiring and training new employees.
Multi-operator
11 месяцев
август 2004  — июнь 2005
LLC "Sovintel" (Group of companies "VimpelKom") (www.beeline.ru), Москва
Operator of commercial Call-center;
Operating the inbound and outbound calls;
Email, claims handling;
Customer support services in wide range of areas, such as banks, money transfer, PR, advertising and promoes, internet shopping etc.
Sales Manager
2 года
июль 2002  — июнь 2004
LLC "RosK-Inlingva” (Traveling, Study & Work Abroad)., Москва
Selection, admission and registration for learning and professional courses abroad;
Work with embassies and visa services;
Preparation, execution of materials and proposals for clients;
Communication and presentation of the partners in Moscow;
Participation in exhibitions, seminars, conferences and presentations of educational products;
The writing of articles and advertisements.
Высшее образование
2005
"Moscow Private University of N. Nesterova,"
Foreign Languages.
Дневная/Очная форма обучения
Linguist - translator
Курсы
2013
EXECT business training
"Typology of personality in large sales"
Москва
2010
“RT Group”
“Sales through service”
Москва
2007
"Apex Berg"
"Call Center Personnel management"
Москва
2007
"Apex Berg"
"Call Center Operational management"
Москва
2007
"Apex Berg"
"Customer base management".
Москва
1998
"NewLands Manor School" Private college. Seford, United Kingdom
General education
Город за рубежом
Навыки и умения
Иностранные языки
Английский (свободно владею), французский (базовый).
Водительское удостоверение
Категория B
Профессиональные навыки
Experience in the Customer service, Call-centers, telecommunications and Internet services, as well as in the areas of advertising, sales and marketing.
Experience in leadership positions for more than 3 years. (staff -17 people.)
Experienced in Business, Technical and literary translations.
Creativity, good sense of humor.

Компьютерные навыки:
Microsoft office, Lotus notes.