Filip Gusev

Experience

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  St John & St Elizabeth Hospital

  Apr 2007 - Jun 2008

  Facilities / Domestic Manager

  - Managed a team of 50 housekeepers- Communication and collaboration with hospital wards to identify and meet their requirements- Monitored and maintained the standards of cleanliness and hygiene in the hospital- Trained and coached domestic staff- Interviewed new hires for roles within the departmentACHIEVEMENTS:✔️ Improved overall department's performance✔️ Met the standards of hygiene, sanitary regulations and cleanliness in the hospital

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  Lewisham College and Southwark College

  Jun 2008 - Feb 2014

  Assessor / Trainer / Lecturer

  RESPONSIBILITIES:- Delivered training/lectures based on the standards of Qualification Credit Framework (QCF) and Chartered Institute of Environmental Health (CIEH);- Inspected work practices/standards and assessed students to the national standards of health & safety, customer service, facilities management, waste management, COSHH and team leading- Designed learning plans and prepared materials- Delivered courses for public and private sector- Retained existing and obtained new contracts- Followed equality, diveristy and inclusion practices- Participated in meetings with stakeholders, councils and hospitality businessesACHIEVEMENTS:✔️ Retention of existing and acquisition of new contracts✔️ 85% of completion of all courses Show less

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  Teleperformance

  Oct 2017 - May 2022

  RESPONSIBILITIES:- Managed a team of 100 agents + 40 contractors (90 FTE)- Co-operated with internal departments (T & D, QA, HR, IT, Facilities)- Prepared and led regular business reviews with a client and stakeholders- Developed the unit to maximize profitability- Trained, coached and set relevant tasks to team leads/mentors- Business analysis, calculation of financial risks and GM forecasting/reporting (proficiency in CCMS, Kibana, PowerPoint, Spreadsheets, SharePoint)- Calculated employees' bonuses and invoices- Implemented basic DMAIC processes to work practices- Strategic analysis and planning of workforce- Participation and facilitation of hiring processes- Stock control and allocation of resourcesACHIEVEMENTS:✔️ Boosted department's sales and GM✔️ Achieved consistent KPI results✔️ Exceeded staffing targets set by a client✔️ Improved CSAT scores✔️ Passed TOPS audit for our platform Show less RESPONSIBILITIES- Managed and coached a team of 40 interpreters- Monitored agents' calls, provided feedback and reviewed progress- Monitored and reviewed attendance, attrition and KPI- Trained and set tasks to mentors- Led meetings and briefings with a team- Worked as a member of Work CouncilACHIEVEMENTS✔️ Contribution to successful negotiation of benefits for staff (bonus schemes, indexation) via regular focus groups with top management while being a former member of Work Council✔️ Improvement of KPI and QA scores within a team Show less

  • Operations Manager / Customer Support Manager

    Oct 2021 - May 2022

  • Team Lead / Backup Operations Manager

    Feb 2021 - Oct 2021

  • Mentor / Backup Team Lead

    Aug 2020 - Feb 2021

  • Customer Service Specialist

    Oct 2017 - Aug 2020
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  Cencora

  Apr 2024 - now

  Data Intake Specialist

  - Maintain effective systems to support the timely release of accurate information to diverse clients.- Intake of all program-specific correspondence, including mail and electronically received documents.- Log information into appropriate databases (Salesforce, Fusion).- Communicate program-specific information to the appropriate internal party as it relates to core Data Intake functions. - Patient records classification, analysis and reports. - Data Intake (DI) feedback ('Feedback Loop') and KPI analysis, trends identification and reporting. - DI cancellations analysis and reporting. - Knowledge and understanding of US Healthcare system. Show less