Maryia Dylets

Experience

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  Kamena, internet cafe SoyuzONline

  May 2002 - Feb 2005

  Marketer, Administrator

  Responsibilities: - Cash operations, preparation of revenue to the bank; - Promotion of Internet cafe. Achievements: - Carrying out a major PR campaign on the day of the city, with the removal of the site cafe in the city center, - Performance popular Belarusian bands and DJs. - Dissemination of information about internet cafe in Austrian Airlines aircraft, and wagons high-speed trains from Moscow to Minsk. - Project remained unfinished outdoor advertising on the subway, has been ready to design and obtain all approvals (similar project implemented only in 2012) incomplete because of the transition to AtlantTelekom. Show less

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  ISP Atlant Telecom

  Mar 2005 - May 2010

  Head of Contact Center and Тechnical support

  Industry: Telecommunications, access technology network Dial-up, xDSL, Ethernet, information and technical support for customers. Responsibilities: - Create telephony platform based on Asterisk; - Development of regulatory documents and standards of service, the development of business processes of customer service within the company; - Creation of TK to configure CRM Terasoft; - Budget management, protection, control of execution; - Selection, adaptation, motivation of staff; Achievements: - Create a contact center from scratch; - Building the "economical" contact center based on "freeware" telephony; - Personnel Development (part of today's executives began to work in a young contact center). - Technical Support Engineer (first year of the company). - Provide technical assistance to customers on the phone; - Monitoring of the equipment provider; - Testing of new equipment provider and customers. Show less

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  Yota Bel

  May 2010 - Feb 2011

  Head of Contact Center

  Responsibilities: - Create more than 15 projects in the contact center, depending on the company's development strategy for Belarusian market; - Drafting of regulations and guidelines for the technical support team; - Scheduling and work schedules for customer service and Russian regions different time zones; - Tenders for the purchase of VoIP hardware systems; - Participation in the selection of Vender billing. Achievements: - Create a unique technical scheme for customer service. organization international direct channel of communication to serve Belarusian customers in the contact center Yota company in St. Petersburg. Note:Company with a license to provide telecommunications services can not connect direct international channel. What would you like to get permission required non-standard technical solutions that will not break regislation. I did it. Show less

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  MTBank

  Mar 2011 - Mar 2014

  Head of Customer Service

  Industry:Customer service full cycle, Telemarketing, Help Desk.Responsibilities: - Personnel management; - Development and introduction of new services for customer service; - Development of a system of grades and motivation of staff; - The creation of training and certification of personnel; - Creation of the staff appraisal system; - Management of technical projects for installing VoIP, CRM, IVR, CSI-based products SAP; - Budgeting, protection, monitoring performance, cost optimization; - Crisis management in response to the rapid growth of the company and the unstable market.Achievements: - Create from scratch a complete banking contact center on premises and technical equipment to system selection and rotation of staff; - Establish a technical platform, that does not require investments and upgrades from 5 to 10 years; - Recruitment and training of a full staff from 0 to 150, building 3-tier;management system, the organization of continuous operation; - Highlight the contact center into a separate bank management; - Establishment of a customer relationship management; - Run the banking page in social networks Facebook, which brought the Bank Award "The Brand of the Year in social networks. " Show less

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  Aim LTD

  Mar 2014 - Aug 2015

  Chief business development officer

  Responsibilities: - Search for foreign manufacturers of clothing and accessories for openingmulti-brand stores in the Republic of Belarus;- An economic analysis of the proposals for cooperation;- The negotiation of commercial terms of the pending transactions;- Search for partners franchisees to open stores of clothing;- Maintenance work on the conclusion of international agreements on the supply;- Negotiation of the lease of retail space;- The creation of multi-brand clothing store business plan, floor plan, brand mix.- Price competitor analysis (Minsk, Vilnius, Moscow)- Participation in the preparation of documents for the shipment of goods EXW, and its certification EAC.Achievements:- The opening of multi-brand stores in Minsk;- Preparation of 2 transactions under contracts franchaynga the opening 10 clothing stores. Show less

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  Альфа-Банк (Беларусь)

  Aug 2015 - now

  • Chief Experience Officer

    Jul 2021 - now

  • Director of customer service department

    Oct 2017 - Jul 2021

  • Project Manager

    Aug 2015 - Oct 2017