Pavel Elikov - Wznawianie Chief Operating Officer

UK «Opeka» / June 2023 – till now Elderly care facilities that meet all European standards. https://sgc-opeca.ru/ Chief Operating Officer (COO) 34 people in direct reporting, managing a budget of approximately 100 million rubles. Key Responsibilities: Develop and implement revenue growth strategies through market analysis, competitor assessment, and understanding customer needs. Optimize operational processes to enhance service efficiency and reduce costs. Establish work standards for staff and monitor compliance to improve customer satisfaction. Increase customer retention rates. Train and motivate employees while enhancing team skills to boost overall productivity. Set and track KPIs for operational, financial, and quality metrics. Manage the budget and control expenditures: optimize cost categories and ensure financial goals are met. Collaborate with external contractors and partners to improve service quality and expand offerings. Work on enhancing the company’s image among clients and within the professional community. Utilize digital solutions for process automation and improved service quality. Ensure compliance with regulatory requirements. Achievements: Increased monthly revenue by 10% through the development and implementation of a new sales strategy based on market analysis and customer needs. Improved customer satisfaction index (NPS) by 20% by conducting effective staff training and implementing new service standards (personalized care approach, enhanced communication, improved medical service quality, better living conditions, etc.). Increased customer LTV by 2,5 times through the development and implementation of a loyalty program. Ensured effective management of a team of 34 employees, including sales, service, and medical care departments, ensuring coordinated work and achievement of set goals. Reduced operational costs by 15% by optimizing procurement processes, improving logistics, and more efficient resource management. Increased the rate of repeat requests by 25% by implementing a system of personalized offers and enhancing customer experience. Implemented a quality control system for services and process standardization, resulting in a 30% reduction in complaints. Developed and implemented a comprehensive program to improve the quality of medical care, leading to a 25% reduction in emergency hospitalizations and improved overall health status of residents. Optimized the nutrition system in nursing homes through the introduction of personalized dietary plans, which increased customer satisfaction by 30% and reduced food costs by 10%. Initiated and successfully implemented a project to integrate digital technologies into the work of nursing homes, including electronic medical records and health monitoring systems, which improved staff efficiency by 20%. Developed and implemented a social adaptation program for new residents, reducing their adjustment period to life in the nursing home by 40% and enhancing overall living comfort. Organized a series of partnerships with local medical institutions and specialists, expanding the range of medical services provided by 35% without significant cost increases. Implemented a system of regular training and professional development for staff, resulting in a 25% reduction in employee turnover and improved service quality. Optimized the process of interaction with residents' relatives by introducing regular health reports and online consultations, which increased trust in the nursing homes and led to a 40% growth in recommendations.

2021 Ryazan State Pedagogical University named after S. A. Yesenin, Faculty of Physics and Mathematics, Bachelor’s Degree in Informatics

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More than 5 years of managerial experience in sales, education, and social projects. Managed teams of over 30 people. Oversaw budgets and ensured significant revenue growth, including a monthly revenue increase of 700000 rubles in the current position. Successfully collaborated with both private companies and educational institutions, including working with individuals with special needs. Developed and implemented strategies for increasing sales and optimizing business processes. Organized and conducted marketing events based on market analysis. Key Achievements: Improved service quality, leading to a 20% increase in the NPS index. Raised over 3.5 million rubles through the organization of a new project within a quarter. Increased customer LTV by 2.5 times through the implementation of new customer engagement strategies. My goal is to apply the accumulated experience and innovative approach to achieve effective results, contributing not only to business growth but also to positive changes in the field in which I operate.