Summary

Work experience

• Senior Client Service Manager (Telecom)

  MTS PJSC retail network (telecommunications)

  2024.08-Current

  (2 years)

  Responsibilities: · Manage day-to-day operations of the customer service unit, including tNPS monitoring, performance tracking. · Analyze customer feedback and complaint trends to propose improvements in products and services. · Analyze and manage of metrics (FRA/reviews/tNPS); · Management of business processes related to customer interaction, including legal aspects; · Audit of customer service of 20 retail shops and compliance with the obligations of the Seller/Contractor towards consumers in accordance with the current legislation of the Russian Federation; · Implementation of customer management tools; · Consulting on customer management issues. Achievements: · Streamlined the complaint triage process, cutting average handling time by 25% and improving customer satisfaction scores. · Introduced a standardized response template for common complaints, ensuring compliance and consistency across teams.
• Head of Client Service

  Interline LLC

  2016.12-2024.08

  (8 years)

  Responsibilities: · Led a team of 5 specialists in handling inbound/outbound customer inquiries, escalations, and complaints; ensured compliance with internal policies and consumer rights regulations. · Handled complex customer cases involving contractual disputes, warranty claims, and service quality issues. · Designed and implemented end-to-end processes for complaint handling and contract compliance, reducing repeat complaints and legal exposure. · Developed and applied a risk-based checklist for warranty obligations, preventing about 65% potential disputes and saving more than 50 million rubles in potential claims. · Built reporting dashboards (CSI/NPS, resolution time, Mystery, backlog) to drive data-informed decisions; implemented Voice of Customer (VOC) analysis. · Coordinated with legal and sales teams to align service policies with regulatory requirements and customer expectations. · Development and implementation of a customer experience management strategy; · Contractual work (purchase and sale, technical maintenance, leasing), claim management, pretrial dispute resolution; · Transaction support; · Monitoring compliance with corporate standards and compliance audit; \ · Organization of work and management of the call center; · Interaction with government bodies, judicial instances, and the brand’s importer. Achievements: · Reduced average time to resolve high-severity complaints by 30% through process redesign and training. · Implemented a knowledge base and a risk-based checklist for warranty obligations, decreasing call volume by 20% while increasing customer satisfaction. · Trained and mentored team members; improved team performance metrics consistently above target.

Educational experience

• Irkutsk State University

  Law

  2022.09-2024.12

  (2 years)

  compliance, consumer protection, civil law
• Irkutsk State University

  Management

  2015.09-2017.06

  (2 years)

  Management Science
• The University of Maryland University College

  Management science

  2011.09-2015.06

  (4 years)

  Management science

Languages

Skills