Efim Shchekochikhin

Experience

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  BIOCARD

  Jul 2017 - Apr 2018

  Customer Service Support Manager

  Responsibilities:Establishing communication with customers, handling inquiries and complaints, improving the quality of service;Providing information about the processes and requirements in clinical trials, assistance in choosing the right services (selection of thermal containers, based on the timing and method of delivery);Planning and organization of clinical trials, project control, budget management.Achievements:Establishment of long-term relationships with key customers (Bayer, ALMAC, Pfizer);Implementation of projects on time and within budget by 95%;Improving work processes and increasing team efficiency, resulting in a 30% reduction in time to resolve customer issues;Participation in the certification process and obtaining certificates for the company. Show less

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  Bridgestone CIS

  Aug 2018 - Jun 2023

  Customer Service Specialist

  Responsibilities:Optimization of order processing, improvement of service quality;Managing the customer database, processing inquiries, resolving problems and complaints, establishing and maintaining communication with customers;Carrying out activities for customers (training dealers on how to work with the platform for placing orders), improving the level of service.Achievements:20% increase in customer satisfaction per year, according to SurveyMonkey surveys;Increase in shipment volumes by 30% per year;Implementation of new systems for processing orders and communicating with customers, resulting in a 25% reduction in response time to inquiries;Organizing and hosting customer events that resulted in a 35% increase in engagement rates;Improving the quality of service and reducing the waiting time on the support line by 40%. Show less