Ensure fulfilment of contractual and operational SLAs, including but not limited to Service Level, Abandonment Rate, AHT, Quality (all interaction channels) and customer satisfaction. Ensure high level of quality of service by observing and analyzing quality monitoring results, coordinating calibration meetings, monitoring live and recorded calls, placing mystery test calls and providing adequate and timely feedback and coaching to the call center staff. Oversee and coordinate new hire and ongoing training and coaching efforts in the call centers Organize and conduct review meetings with stakeholders to communicate results, challenges and issues. Travel periodically or as required to the different call center sites for coaching, training and/or general follow-up. Ensures that scripts and procedures are compliant, up to date and followed adequately by call center staff. Proactively improves operations by conducting operational analysis; recommending changes in policies and procedures. Ensure that existing escalation procedures are utilized correctly in the event of service outages and/or customer/end user complaints. Analyze service issues to identify causes and implement effective solutions in a timely manner. Maintain call center costs within the budget

Contribute to grow our business in an emerging market by developing and implement service solutions for multichannel retail format Services Category management (product portfolio development, creation of new services, pricing, roll out of new services, panel market research) Responsible for Service Vendor Management & monitoring the performance, payouts, meetings with the biggest vendors to negotiate on commercial aspects and service conditions improvement . Managing business partners to ensure Media Markt customers receive exceptional level of service. Assessment of IT innovations in the market and drive implementation of value added initiatives Business Planning for Services &Solutions. Revising operational procedures on a regular basis to guarantee best market approach in customer service processes. Service Controlling-Power Service costs and their reduction, control of advertising campaigns, including budget preparation Analyse individual store performance, customer feedback and database information to steer sales and improve customer experience. Provide management to customer service & solutions operations to ensure all KPIs are met. Handling all escalated issues to ensure satisfactory resolution Manage and lead stores and the team to meet company’s targets Achievements:  Initiatives in co-financing with the key suppliers that led to benefits and high revenues (10-15% on top of the sales price for Major domestic appliances);  Improved customer service satisfaction 3% annually through home installation management initiatives;  Implemented NPS program, which filled a need in substantial customer feedback;  Extended service range portfolio by implementing value added products (extended guarantee, insurances) which led to constant positive margin on services sales and sales performance improvements in general, (2.5% share to turnover, average margin 75%). Subordinates: Direct subordinates – 4 functional managers Matrix Service manager for all the stores in Russia

to cooperate and negotiate with the suppliers representatives and stores on after sale service provided; to follow up on appliances returns, exchanges due to service providers mistakes and poor quality; to issue appliances' returns and exchange reports to suppliers and secure reimbursement amounts for returns&exchanges process; to prepare working routines and secure its implementation in the organization.

Country Responsible for Appliances After Sale Service and Environmental, Quality issues, Moscow LLC "IKEA DOM Retail industry January 2007 – January 2009 (2 years 1 month) to liaise with the international network in order to receive the Company Global guidelines and goals on Appliances After Sale service; to cooperate and negotiate with the suppliers representatives and stores on after sale service provided; to follow up on appliances returns, exchanges due to service providers mistakes; to issue appliances' returns and exchange reports to suppliers and secure reimbursement amounts for returns&exchanges process; to prepare working routines and secure its implementation in the organization. Country Contact (Call) Centre Department Head for IKEA Retail, St.Petersburg 2006 – 2007 (1 year) The primary responsibility is to see that all the calls coming from the customers or going to the customers are attended with the utmost efficiency. Managing and directing all the aspects of the call center operations. Implementing and reviewing various call center policies and procedures that have been drafted by the organization. One major responsibility is to deal with effectively to develop and monitor the quotas for both the timeliness constraints and service volumes. Customer Service Department Head of IKEA store, St.Petersburg 2003 – 2006 (3 years) Manage and lead the employees in the department according to the Company Corporate culture, the guidelines stated in the manuals and local legislation. Train and develop the employees to be able to deliver excellent customer service Customer Service/Operations managerial roles 1999 – 2003 (4 years) Moscow Khimki store project (first Russian store); IKEA StP store project (first region store). Setting up, start up, development. Department Head Trainee in IKEA stores in Sweden and UK; Inter IKEA Systems Delft December 1998 – June 1999 (7 months) • Trainings in Sales&Marketing and Finance in international Retail Industry; • Trainings in Leadership, Change management,HR&Recruitment

Economy, diploma in Economics and Management

n/a, Accountant