Nikolay Kendzior

Experience

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  Citibank

  Jan 2006 - Jun 2012

  Successfully collected over 4,000 key retail partners for the program. I have been recognized as the top performer in the Citigroup loyalty program three times in the Citi EMEA region. Developing metrics to measure the efficiency of the program. Setting up the necessary software and IT network between the bank and retail partners. Developing marketing support materials for the POS locations and launching a special website. Coordinating regular customer development activities with partners and customers. Launching and coordinating monthly promotional activities and ensuring their success, as well as presenting results. Acting as a team leader for a team of 8 managers.Please follow http://www.citibank.ru/russia/promo/rus/specialoffers.htm or www.simpleshopping.ru for details. Show less Successfully trained over 1,000 Direct Sales Agents (DSA) for both venue-based and B2B operations in Russia, equipping them with the necessary skills to excel in their roles.Developed and implemented a new modular development program for DSA and supervisors, providing a clear career progression path for them within the organization. This program was recognized as a "Best practice" in the EMEA region. Increased promotion rate from sales out staff to bank staff, from 17% to 30%.Established and successful implementation of new services - a cross and up-sell call centre and a "Mystery shopper" program.Received recognition as the top Training Team twice within the Citi EMEA region.Received special awards from VISA and MasterCard for the successful launch of five new card products, demonstrating expertise in product training and implementation. Received a special award for the 200th anniversary of Citibank, showcasing dedication and commitment to the organization's milestones and celebrations. Established training teams for four new sales regions. Demonstrated exceptional leadership skills as a team leader for 10 trainers, providing guidance and support. Show less

  • Head of Partners program in Russia.

    Nov 2008 - Jun 2012

  • Head of Learning

    Jan 2006 - Dec 2008
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  VSK Insurance

  Jul 2012 - Aug 2016

  Sales Development Project Manager

  Spearheaded the development and implementation of innovative training and sales support processes for third-party partners, catapulting VSK products to achieve an impressive market penetration of 75% within major corporations like Sberbank and Russian Post. Expertly organized and executed high-impact training events with a high satisfaction rate.Concurrently, established a high-potential staff development program, resulting in 70% of middle management vacancies being filled by internal talent, driving organizational growth and talent retention. Show less

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  Sberbank

  Aug 2016 - Jan 2020

  Business Development Manager

  Achieved sales plan targets through effective management and execution. Spearheaded the development, implementation, and upkeep of practical tools for the sales force, ensuring optimal performance. Proactively maintained high customer satisfaction; driving product innovation. Learning and developing a team of 25 coaches.

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  East West (Vostok-Zapad)

  Jan 2020 - Jun 2021

  Head of Learning and Development

  Spearheaded the development of competency and skill standards. Implemented a cutting-edge digital learning management system. Transformed the learning and development process into a highly effective blended learning approach. Delivered impactful training and field coaching to middle management (2 levels below the Board). Led a team of 4 coaches.

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  SOGAZ

  Jun 2021 - Oct 2022

  Business Process Analyst

  Leading projects related to Customer Service. Managing projects from start to finish, including conducting research, communicating with stakeholders and constructing new processes. Designing and launching pilots, presenting results. Writing functional requirements, interface scenarios, settings, and user stories. Managing the project`s teams by Scrum framework. Tested end-to-end new processes and IT fitches. Providing staff training and field coaching sessions about new processes.

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  Freelance

  Oct 2022 - Jan 2023

  Business Process Specialist

  Reviewing the "as is", researching and constructing the "to be" processes in retail, customer service and sales. Deep interviews with customers and stakeholders, designing and launch of pilots, and presenting results.

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  Lavie Labs

  Jan 2023 - May 2023

  Project manager (Europe & Central Asia)

  Creating a network of company representatives, expanding the company's product presence in the European and Central Asian markets, and providing training to dermatologists and cosmetologists.

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  Selver AS

  Aug 2023 - now

  Process Manager

  Improving current processes, creating new processes, and monitoring process performance.