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Moscow Institute of Foreign Languages, Languages and Cultures, Linguistics, Linguistics and Intercultural communication
Six Sigma Green Belt/Black Belt, NCR University classroom week course, Green Belt certificate
Lean Green Belt Nomination Course, NCR University Web Based Training, certificate
Continuous Improvement Overview, NCR University Web Based Training, certificate
Lean/Six Sigma Introduction, NCR University Web Based Training, certificate
The Voice of the Customer, NCR University Web Based Training, certificate
Effective Leadership, Mercury Company, certificate
Train the Trainer, Mercury Company, certificate
Improve Your Presentational Skills, Mercury Company, certificate
Introduction In Photo Business, Konica Minolta Photo Imaging, Inc., certificate
Personal Assistant to Top Manager, Ministry for Foreign Affairs, diploma
. present, National Recovery Service, LLC
Head of operations
Supervision and daily management of the Operations Department
Cross functional Operations procedures development and optimization
Operations quality benchmarking and management
Operations risk management
Development of the Operations strategy
Operations project management, participation in and operations support of IT projects that touches operations process data quality verification, data improvement, data upload etc.
Operations motivation system development and implementation
Operations cost monitoring, cost efficiency management and rationalization
Ops MIS reporting and analysis
Operations and process complaints & claims management from internal and external clients including "learning" feedback for process improvement/correction and "zero error" platform creation
. ., NCR A/O
Field Operations Manager
Key Areas of Responsibility:
SERVICE ACCOUNT MANAGEMENT
Responsible for field operations, including:
Field engineers Moscow, SpB, Ufa, Novosibirsk, Chelyabinsk, Pskov, Petrozavodsk, V.Novgorod.
Management and coaching support to Territory Managers and engineers, setting tasks and goals
Manage all territory activities to ensure delivery of world class systems support services by promoting and improving customer and employee satisfaction.
Delivery of Service Level Agreements SLA
Maintain the existing maintenance base and actively pursues additional business opportunities while controlling expenses and assigned assets.
Root Cause analysis, preparation of the corrective Action Plan
Service delivery and assumption fidelity. Delivery of Service Level Agreements SLA
Customer relationship management, Voice Of The Customer VOC
Service operational issues
Account information integrity
Sales support & Contract Management
Ensuring the highest level of service quality to major non Managed Services accounts within the Retail and Financial Business units, as well as NCR strategic accounts.
Establishing and maintaining the key service relationships with the customer
Resolving any issues with the Customer
Analyzing Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer.
Achieving a thorough understanding of customer requirements.
Promoting customer confidence in NCR which will lead to longterm business agreements.
Reviewing quality of customer&;s help desk and coordinate additional training and/or process changes if necessary
Maintaining custom relations and observe customer process changes
. ., NCR A/O
Engineers in Moscow and SpB
Employees Customer Engineers Management
Revenue & Costs
Environmental, Health and Safety
Collaboration with Call Centre
Service Account Management:
Relationship & Perception Mgmt
Customer Profitability / Accts Receivable
. ., Konica Minolta Business Solutions Russia, LLC
Business Operations Manager
Due to the company restructuring I was transferred to the position of the BB Multifunctional peripherals Business Operations Manager. reports in Moscow office, in the regions. Main responsibilities are:
Full control on Sales
Price data management
Sales data managements
Reporting to Japanese Management Team
Handling claims and requests form the partners and clients
Control over the installation of equipment and technical support
Control over the Logistics Team
Marketing data collecting and analysis
. ., KonicaMinolta Photo Imaging, Inc. Moscow Representative office
Head of Service Center deputy
team of field tech in the office plus regional engineers
Assessment of the employees
Reports collecting and analyzing
Solving problems with minilabs in field Russia and CIS
Reporting to Japan
Konica Minilab Service Centre managing
Spare parts flow
Work with Distributors and Key clients
Certification of minilabs and spare parts
. ., European Centre for Business Development
Conference Producer / Sponsors and sales Manager
Producing conferences for Top level Managers
Sponsorship contracts and conferences&; sales searching for the potential clients
. ., British Home Store BHS
Sales reports to HQ
Trainings for staff sales assistants, cashiers
. ., British Home Store BHS
IT support of store day to day operations. Store equipment cashier stations, printers maintenance.
Microsoft Access: Database maintenance to ensure the data integrity, full range of sales analysis reports, pricelists.
Microsoft PowerPoint, Adobe Photoshop: Visual displays, signage production, maintenance
National Recovery Service, LLC
Sudipto Dasgupta, Senior Vicepresident
Alexander Molchanov, Customer Services General Manager
KonicaMinolta Business Solutions Russia LLC
Hideki Murata, President
Native Language Russian
Experienced PC user Windows, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Navision, iPhoto Express, Adobe Photoshop, Internet, Retail Manager III store maintenance program, MS DOS, NC, ERP, etc.
Knowledge of marketing and logistics basics, warehouse operations and management. Experience in sales and work with key clients.
Took part in exhibitions Photo Forum , Spb Photo Fair .
Good managerial skills. People Management, Time Management, Asset Management, etc.
Flexible, easy learning, easy going, hardworking, stress resistant, ability to work under pressure and take nonstandard decisions. Team player, strong team leader. Result oriented, highly motivated, ambitious. Optimist with a healthy sense of humor. Deep knowledge of Corporate Ethics, Corporate Culture, Code of Conduct.