Marina Vecheslova - Резюме Customer Service Manager

Jaguar Land Roverd Head of Customer Support Center We support Customers - owners of Jaguar Land Rover cars- who face the problems with Dealers or technical problems with their cars-, providing the full range of services - from the first call till the case closure when the Customer problem is solved, Under my supervision there are 4 representatives. Up to 500 calls and 400 cases per month. The center is not big and the process has been built before so my main activities are: every-day monitoring of services, quality assurance of calls and cases, team building and monitoring the process compliance. Achievements: : 1) all results are higher KPIs: SL-93% (+3%), AR >3% , QA -av 93% (+3%), 2) operational procedures have been implemented, 3)change in motivation and QA system Electronic Support Center Key Account Manager My main Client was HP. I've launched B2C project with HP-all stages of Client Supporting: from negotiations, contract to operational processs implementation AP Companies, Inc Head of Customer Service Department Medical and full spectrum of service arrangements for Customers – Clients of Russian and Foreign Insurance and Assistance Companies, Foreign corporations and Marine cruise liners. Among the Clients were BUPA, CIGNA, Aetna, RCCL, MCS, Costa, Carnival, Raiffeisen bank. We supported the Customers – policyholders or membership holders - who faced the problems with health while travelling abroad or working - from the first call till the case closure when the Customer problem was solved. Among services to provide were house calls arrangements, consultations at out-patient departments, in-patient treatment, COVID tests referrals, check-ups, medical evacuations, repatriations of mortal remains. Under my supervision there were 4 departments – Call Center, Medical, Network, Quality departments, 6 directions of activities, and up to 60 people on staff. Main results: created strategical plan and Roadmap to follow: 1) launched training programs, incl for new comers and quality assurance of calls and cases -number of complaints has been reduced from 5% to 2% and to 0,5% - VIP projects. 2) Divided international travel project into 2 lines – front and back up that allowed the back-up line to concentrate on service arrangements, that positively affected the speed of service arrangement and increased the Customer Satisfaction Index.3) implementation of budget and staff forecast that allowed to meet the targets and plan activities in a smooth manner. 4) Implementation of staff gradation and KPI system 5) Workflow optimization and automatization of processes 6) Staff turnover descreased from 25% to 6% 7) Network – up to 28 contracts per month that helped to cover main requirements of business Automotive Club Russian Automotive Fellowship - Head of Customer Support Department I acted as 1) Key account manager for Car Manufactures, project - “HOT lines”- marketing and sales lines for cusotmers who would like to buy cars. I supported existing Clients and found new Clients . Among Clients – JLR, Mercedes, Hyundai, Marsh, Leasplan, Brilliance, Geely, Cherry, Castrol, FORD. Achievements- number of Clients has been increased from 4 to 16. I've lead out this project from the secondary to the leading one in the Company, letting the Company to have direct access to Car Manufacures and offer them the roadside assistance services- service the Company was specialised in 2) FORD project – handling calls and complaints of owners of the FORD cars. Up to 20 people on staff. From 150-450 complaints per month and up to 2000 calls per month. Main achievements – FORD HOT line always took the 2d place in GFK rating of HOT lines of Car manufactures. CSI result was increased from 4,3 to 9, that was higher vs planned (8) Mondial Assistance (Allianz) Head of Customer Service Department Medical, technical services arrangements for Customers of Russian and Foreign Insurance Companies and Auto Manufactures. Main Clients - Allians Bulgaria, Zurich, Lamborghini, Bentley, Chrysler, Volvo, KIA, Mitsubishi, Peugeot, Citroen. Under supervision up to 26 people. Created Contact Center in Moscow . All processes were built in accordance to the group standards International SOS Head of Customer Service department Medical, technical, concierge, air ambulance service arrangements for Customers- Clients of Foreign insurance companies, corporations and banks. Main Clients- AIG, JIT, Schlumberger, Halliburton, TOTAL. Under supervision - up to 50 people and 4 directions of activities Body Development Manager International SOS Body Development Manager Key Account manager of existing Clients - Insurance companies and Foreign corporations, VISA International. The direction of activities: supporting Insurance Companies and Corporations under Health Program. VISA International - under Travel Program. New programs development. Major Clients VISA International, AIG, JIT, Schlumberger, Halliburton, TOTAL. TIM Assistance Head of International Customer Service Department I started my professional career from TIM Assistance, that was the assistance and captive company of the biggest Russian Insurance Company - Ingosstrakh. I started as Customer Service Representative and delt with medical services arrangements for different categories of Customers - holders of Voluntary Medical Insurance policies. Quite shortly I was promoted to the Supervisor and later to the Chief of Customer Service International Department . The main Client was Ingosstrakh. But we also served other Insurance Companies, AXA Assistance, Mondial Assistance. Under supervision - up to 15 people and 3 departments - Customer Service, Billing, Network

2006 Engineering University Postgraduate in Economics, Economist 1992 Pedagogical University Postgraduate in Linguistics, Linquist

Contact Center Management June 2023 to June 2023 This course was dedicated to Contact Center Managers - call centers metrics and management Presentation skills June 2014 to June 2014 Emotional intellect November 2013 to November 2013 This course was dedicated to the Emotional Intellect- how to understand people emotions and facila expressions, how to manipulate people emotions Trainings in Marketing October 2003 to October 2003 This course was concentrated on the Clients profile, marketing and negotiation

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My way in Customer Servicing sphere has been very exciting, interesting and productive - from the
Customer representative to the Head of Customer Service Department, from the medical field of
activities to concierge and to the technical assistance , with some experience in computer business, and experience in key accounting management.
I've changing the fields of activities and was not afraid to start my career from the very beginning. My
experience is equal to 20 years and more and I have never regretted my choice – Servicing Customers
and Clients. It is my mission. I feel the Customers’ needs and I understand their expectations. I always
try their shoes to understand what solution they would like to get. At the same time I always follow the
business requirements.
It’s sad that my life situation has forced me to change my place of residence and to start my career from “0”. But everything that is not done is all for the better.
I do believe that my experience and potential could be of interest to a new Employer. I am very
active person, very quick in understanding business and processes, fast leaner and multitasking. I'm not afraid of changes, very flexible and easy-going, keen on results and motivated. I am not ambitious if there are such circumstances. And I am looking for a position of Customer representative. My main goal is to find the job that would be of interest to me and that would help me to build new life in my new Home country- Israel