• Build and maintain close working relationships between BEGOC Accreditation and external agencies (Ministries of National Security, Internal and External Affairs, State Migration and Border Service) • Establish and develop work process among agencies and results return back to the Operating Committee • Coordinate the accurate and timely fulfilment of the processes for all accreditation clients (90000 applicants) (workforce contractors, high ranked dignitaries, head of states, press representatives, volunteers) • Coordinate and supervise the fulfilment of the processes in real time in the lead up to and during Games Time • Train and supervise the staff required to run the Accreditation operation • Support Committee in the planning and delivery of the test event programme • Take immediate and appropriate action to resolve any questions raised by Government Agencies on candidate information or status

• Recruitment of employees, building up of the team of 34 coordinators and instructing of functional responsibilities. • Managing Team in accreditation team for correct data revision and collaborating with responsible organizations, which provide their employees to handle the situation. • Creating Manuals, policies and procedures for both international and local organizations. • Supporting operational accreditation in process of communication and delivery to clients. • Analysing information obtained from different responsible organizations

• Led a department of 21 individuals. • Creating new functional areas aiming to sales and efficiency increase. Instead of forecasted wage spends increase, gained cost efficiency up to 36.4% through application of new policies and procedures. (Lean and Six Sigma approach) • New created operational units increased income rate up to 8.5%. • Editing and adjustment of procedures resulted level of 92% of inquiries immediate solution. • Implementation of Online Monitoring and Performance Appraisal System reduced clients complaints ration to 4% from 20%. • Doubling of customer list, by attracting new customers to join company services resulting 34 K yearly income. • Systemized tracking and registration systems. • Ensure constant skills development of employees by providing trainings.

• Being a part of Teliasonera group led recruitment system integration to the one portal with its reporting, gaps testing and offers on behalf of Azercell. Approach has been finalized in the most qualified in comparison with other Teliasonera business units and 70% earlier than established deadline. • Preparation of yearly structure of new units and department and/or restructuring it from business and clients` expectations. • From given total recruitment budget 80 K and on my part 25 K was able to save 20 K budget. • Was able to recruit employees on time for Marketing, Sales, General Management, Value Added Services, Finance departments. • Led the project of corporate web page outlook for career interested.

• In addition to the previous job led a team out of 7 members serving VIP clients and as well as corporate clients. • Providing correct planning of unit functioning dealing with organizational issues. • Through optimization of inquiries receiving system was able to save talking time on the line and increase customer satisfaction and decreased estimated costs from approximated 140 K (yearly) to 120 K. (Lean and Six Sigma approach) • Measuring performance of employees and their personal development strategy development. • Work coordination with sections such as Finance, Marketing, Sales. • Prepared reports related to working areas.

• Led a team out of 120 members selling and support clients with products offered to their use. • Implemented Red & Green Calls project for determination of calls reasons and improvement of marketing communication. Because of the implemented project better products have been advertised, decrease of unnecessary spends was reached. Project implementation succeeded in average about 10-12 K Euros monthly. (Lean and Six Sigma approach) • Implementation of Personal Authorization code overall in customer care, both in front offices and call centres decreased average talking time and gave a result of customer satisfaction improvement and saves up to 54 K Euros yearly. (Lean and Six Sigma approach) • Implementation of First Call Resolution project resulted up to 40 K Euros Savings yearly. • Personal responsibility for monthly performance of each employee and their development on positions currently. (Lean and Six Sigma approach) • During leading time average turnover rate in promotion succeeded as 25 % both in section and transfers to other sections. • Direct responsibility for employees shifts, attendance, on time information and team building.

• Responsible for 130 employees product and services awareness and readiness to provide required information to clients. • Testing new products from customer perspective approach developed by marketing and value added services. As soon as gaps found report and propose own vision of product design. • Preparation of relevant presentations and information tool kits to employees, organize trainings and provide proper information on products. • Afterwards testing employees` knowledge and preparation of specific reports. • Business trips to teach different soft skills and product information to teams.

• Support and provide superior service via phones as a receiver • Use questioning and listening skills that support effective telephone communication • Use an effective approach to handle special telephone tasks like call transfers, taking messages, holds, interruptions, and unintentional disconnects. • Understand the impact of attitude in handling calls professionally • Effectively deal with job stress, angry callers, and upset customers • Use the most appropriate way to communicate with different behavior types on the telephone. • Apply the proper telephone etiquette to satisfy various customer situations. • Apply appropriate actions to effectively control a telephone call.

• Support and provide superior service via phones as a receiver • Use questioning and listening skills that support effective telephone communication • Use an effective approach to handle special telephone tasks like call transfers, taking messages, holds, interruptions, and unintentional disconnects. • Understand the impact of attitude in handling calls professionally • Effectively deal with job stress, angry callers, and upset customers • Use the most appropriate way to communicate with different behavior types on the telephone. • Apply the proper telephone etiquette to satisfy various customer situations. • Apply appropriate actions to effectively control a telephone call.

Основные функции: - Поддерживать президента ассоциации с организационными и административными вопросами; - Обсуждение проектов и встреч с другими организациями и институтами; - Создание пресс релизов после еженедельных собраний; - Мотивация к членству в ассоциации, а так же принятие активного участия в ежедневной жизни ассоциации. Примечание: в 2010 году выдан благодарственный сертификат за активное участие в создании организаци.