Руководитель отдела разработки / Руководитель отдела поддержки клиентов

На данный момент Руководитель группы технических экспертов.

Мои компетенции и опыт

Customer Service Manager with 10 years experience in Industrial Engineering and change management. 

Active and engaged member of a few international initiative groups – Claim Management, worldwide integration of SAP CRM, Service Training Platform and Innovation hub.

Excellent ability to convert business goals to people’s tasks, able to translate messages from CEO to normal language and vice versa.

Passionate advocate of changes, able to engage people and manage them through changes.

Current roles:

Startups

September 2018 – until now

Advisor 

Taking a role of advisor in two startups as an expert from the industry. 

Main responsibilities are communication with the partners and BI & analytics. One of the startups already in a late growth phase, second in a launch phase – the MVP was met by the market very enthusiastically. 

GEA Russia

June 2017 – until now

Head of technical service experts (20 people). 

Managing of Engineering department responsible for the designing, quotation, and execution of service projects. 

Responsibilities:

• Department strategy development;
• Communicating of business’s goals to the employees end peers;
• Cross-functional communication between sales managers, project managers and project engineers;
• Business processes optimization and implementation;
• Development and implementation of country competence development in service (hard skills development of entire service department of 120 employees and its correlation with the business needs);
• Expert customer support

Achievements:

• Implementation of an internal ticket system for Project Engineers and Automation Engineers. Decreasing people overloading with tasks, improving task tracking and increasing the transparency of the workflow within Service department.
• People utilization reduced from 140% to 95%.
• Standardized project handover procedure
• Implementation and tracking of new for department Project’s KPIs. Financial goal for 2019 was met in the end of July;
• Reducing of quotation time by 100% in complex cases and by 30% in general thanks to cross-functional communication and agile approach;
• Analyzing the country business needs for competence development, that helped to negotiate and approve with the top management the need to increase of training budget on 300%;