Резюме: Менеджер з успіху клієнтів (Харків)

Досвід роботи

• Market Account Lead Nestle Business Services Centre <ul><li>Drived and promoted Total Service Quality Approach within 3 NBS Centers and 38 Nespresso Markets</li><li>Established joint goals and priorities planning for NBS and 7 Markets, collaborating towards common achievements</li><li>Implemented a Predictive Analytics tool to forecast Net Promoter Score and take required actions in advance </li><li>Delivered regular service performance and continuous improvement overview in terms of customer insights </li><li>Conducted regular meeting governance within Nespresso Markets and operational teams aimed to strategic planning and main performance metrics review</li><li>Organized 11 Market facing activities, workshops, teambuildings</li><li>Drived strategic partnership, onboarded 12 new Market partners and built relationship with 80+ executive and operational ones <br /></li></ul>
• Business Order Administration Team Lead Nestle Business Services Centre <ul><li>Acted as a People Manager for a team of 23 employees </li><li>Recruited 10 new employees to the team</li><li>Extended the scope for existing Markets – 9 new activities transferred, increasing Centre`s penetration rate </li><li>Managed performing activities for 4 Markets in scope (Switzerland, Nordic, Canada, Singapore)</li></ul>
• Business Order Administration Specialist/Senior Specialist Nestle Business Services Centre <ul><li>Delivered transition of 3 new activities Market based (France, Israel)) and remotely (Italy)</li><li>Leaded, participated and supported improvement initiatives in the team</li><li>Processed Web Hold Order Management activities using local CRM software</li><li> Created schedule, arranged shifting and meal allowance for the team of 19 employees</li><li>Supported the team in their daily work and achieving the set goals</li><li>Performed Line Manager`s duties at the time of absence</li></ul>
• Викладач кафедри фінансів Львівський університет банківської справи <ul><li>Delivered workshops and lectures in Finance, Tax system and Investments</li><li>Prepared and published about 15 articles in Finance area</li></ul>