Responsibilities: - Conducting business and carrying out professional duties in English language both oral and written - Customer Service in Russia (here and after referred to as "CS") ground process foundation laying, organizing & coordinating operations of CS Team, Spare-Parts Warehouse & Courier companies - CS team day-to-day activities organizing, leading & issue solving - Software engineering & optimization to manage stock of spare-parts stored in local outsourced warehouse with automated monthly stock matching routine to check its relevancy & keep it gaps free; manage Cargo Release Order issuing & sending to the warehouse, plus integrating with Courier website ordering system (powered by MS Access) - Suppliers searching, qualifying based on criteria developed & approved with Top Management, and finally concluding partnership agreements with further mutual business conducting such as outsourced Warehouse, Call-Center, HR Agency plus Courier companies - New employees for CS team searching criteria development with further provision to HR Agency & following CVs considering & candidates interviewing - New CS team personnel training & adapting - Training materials, tests & scripts development for Call-Center's Phone Agents under the Bestway project and their following educating during the working process - Supplier management (monitoring, reporting & solving current issues) - Making payment to suppliers and ensuring to proceed with in due time - Contacting QA by email or phone call in Shanghai if their expertise are required to understand the best way of working with issue or in case we're lacking some Spare-Parts in our stock and have a claim from a Customer for it - Monthly reporting to Top Management - Annual reporting by visiting Shanghai on a business trip & sharing with Top Management & CS teams from around the world Russian CS results for the past season, achieved goals, next season plans & discovered issues

Responsibilities: - Conducting business and carrying out professional duties in English language both oral and written - KPI setting for staff of HUAWEI Exclusive Customer Service Center - Ethics Code (behavioral model & requirements) development & monitoring staff to follow it - KPI calculation & data storage system development & administration (powered by MS Access) - All HUAWEI Exclusive Customer Service Center relevant operations organization & management - Supplier management (monitoring, reporting & schedule adjustment of HUAWEI Exclusive Customer Service Center's location premises (site) interior decoration project, inspection of decoration and after sales service & retail operations) - Making payment to suppliers and ensuring to proceed with in due time

(4 years & 1 month) (Full time) Company: LG Electronics RUS, CJSC (LG service office in Russia, Moscow) Responsibilities: - Leadership of 6 members of Return (refund) team in Service office of the company - Conducting business and carrying out professional duties in English language both oral and written - Direct reporting to Korean top management in Russian office, the manufacturer and HQ in Korea - Software engineering to manage stock of returned sets stored in local warehouse & control further handing over to recycling company; automate wholesale Customers' claims by serial number matching & price verification, plus internal documents immediate output that resulted in several systems development & their successful implementation in working process (powered by MS Access) - Consulting and issue solving with key Customers of the company in field of refunding for Returned (from Customers) products - Monitoring of due time payments of refunds to End Consumers and Whole-sale companies in Russia, Belarus and Moldova - Development and implementation of Service policy, introducing comprehensive solutions on overall service process improvements and cost reduction - Monitoring and development of Return warehouse procedures where the Returned products received from Russian area have been decommissioned and then handed over to recycle company - Preparation of monthly reports in English in the form of Power Point presentation for Monthly Business Reviews held by Korean top management - Management and monitoring of due time payments of Service fees to contractors - Monitoring and editing of return and refund conditions in service agreements with authorized service centers - Consulting and issue solving with authorized service centers in all matters related to Return operations, etc. Decision to leave the company I made after office moving to a different address which had a negative impact on the time I needed to reach the office (it began to take 4 hours in total per day)

(2 years) (Full time) Company: United Electronics, CJSC Responsibilites: - Leadership of Customer Service unit of a Wholesale Dealer - Building from a scratch and further development of Authorized Service Centers Net throughout Russian area in order to start Warranty and Out-Of-Warranty services of Consumer Electronics - Drawing up and signing of agreements with Service Centers to authorize them for services and further Contractors leading, Service Fees due time payments, issue solving, etc. - Development and implementation of Service Policy, Spare-Parts orders management and shipment - Conducting service productivity research in the area coverage and making optimization decisions - Direct reporting to German HQ and contacts with manufacturer in China through use of English langaguage both oral and written - Collection of Returned from Customers (wholesale companies) products and further due time claiming and receiving checking (AR management) of reimbursement from Vendors, and then paying back to Customers

(3 years & 5 months) (Full time) Company: InterRadioPribor, LLC Responsibilities: - Leadership of Service Center unit of a Service Center Net that provided Warranty and Out-Of-Warranty services for various Vendors of Consumer Electronics of most kinds (mobile phones, notebooks, household and kitchen appliances) across Russian area - This Service Center unit was a cooperation project with Samsung Electronics and has been represented to public as an Exclusive Samsung Service Plaza - Providing guidance to 5 subordinates on how they should perform their duties and keeping them updated and checked about standard of Service quality they should maintain on daily basis - Negotiating with Customers (End-Consumers and Wholsesale companies) to solve their issues and complains about Service quality provided as in person and official way (drawing up a response letters signed on behalf of the company) - Negotiating with government monitoring organizations to check whether the working environment does fit the law's mandatory requirements - Contacting with Samsung representative office regarding Service Policy changes and their desires on how we should conduct business - Spare-Parts stock supply and order management - Preparation of Spare-Parts related accountant reports, collection and organizing of relevant documentation - Cash management, running unit supplies (buying engineering equipment, consumables, etc.) - Meeting and accompanying delegations from various Vendor resentatives

Факультет: Управление территориями, Менеджмент организации