Roman Kovsels

Experience

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  Laneks Ltd.

  Aug 2002 - Apr 2005

  Export department manager

  Export Department managing. Team coordinating. Analytical work and department development duties.B2B sales. Analytical work on results of export, studying and forecasting of supply and demand, the analysis of commodity circulation and the final analytical reporting. Participation in negotiations. Development of the export prices. The organization of export deliveries, warehouses management and payment control. Development of offers on improvement of design and development of the Internet page. Forum administration. Show less

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  Nestle

  Apr 2005 - Mar 2006

  Sales representative

  Responsible for proactive developing of customer relationships by maintaining contacts at an appropriate level, customer support and active sales.Products merchandising in stores and moles. Active sales. Providing customer services, making orders, ensuring timely deliveries. Daily and monthly reporting, price monitoring. Marketing campaigns implementation.

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  SIA "BCM" Sumitomo Group

  Oct 2006 - Apr 2009

  Executive of the department

  Service team coordination and support. Customer support and direct sales via phone and face to face.Warehouse supervising. Stock analysis and planning, parts ordering (hot lines, custom and stock orders). Weekly and monthly reporting. Contacts with suppliers. (Parts claim cases. Stock availability, etc.).Key Achievements:Warehouse turnover growth (almost 10%). Non-moving stock decrease (~5%)Start of the new software for the company (Microsoft Business Solutions - Navision) Show less

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  Betfair

  Apr 2010 - Apr 2013

  Team Manager

  Managing and supervising UK and multilingual teams of up to 13 agents (UK, Ru, Ukr, Spa, Bul, etc.).Creating an empowering high-performance team environment. Identifying and developing team capabilities through effective coaching, training and development plans.Ensuring that work flow is completed on time and KPI's and SLA's are met with continuous development and improvement.Creating and presenting weekly performance reporting based on KPI's, initiatives and projects.Contributing and playing key role in process improvements and department development.Recruitment of new agents and planning of the shifts and rota.Daily performance management and problem-solving.Key Achievements:- Improved by 5% conversion rate- Developed and implemented employee engagement planOther positions held in Betfair :Shift Leader: Managing proactive outbound calling to various customer segments. Supporting the Team Manager with managing the team’s delivery of revenue targets and objectives and to train, coach and mentor team members.Sales executive (Outbound International Russian Agent). Direct work with customers, Promo sales, Phone calls, Assisting customers with their Betfair understanding. Work with Business Objects, Console, Genesys. Live Chat – project. Show less

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  Arvato UK

  Jun 2013 - Oct 2023

  Reporting to the Director of Operations, responsible for service delivery to several private and public accounts (Zara.com, VIVOBAREFOOT, Shielding Support, etc).Key Responsibilities:• Responsible for Service Performance for Customer Services and management of the entire customer lifecycle; including sales support, returns experience, complaints handling etc.• Accountability for scheduling, resourcing, and reporting for over 250 FTE Contact Centre, and line management of 12 Team and Performance managers. • Full operational responsibility for Customer facing and back office operations (over 1m contacts through various channels per year)• Forging client relationships and partnerships across all business functions, sales, marketing, finance, and operationsKey Achievements- Improvement in Contact Centre speed of answer rates from 67% to 97%- Securing 5 contract extensions and onboarding of a few new contracts- Development of new market support ( teams - covering 8 international markets)- Implementation of new digital channel - WhatsApp (replacing e-mail channel improving Customer Support Service Level from 24 hours to 40 sec)- Introduction and development of Social Media support team- Responsible for the design/delivery of CSAT improvement plan (improvement from 4.45 to 4.72 score)- Led a number of key business projects, including 6 SIGMA productivity improvement project Show less Leading and managing department within a fast paced customer contact environment, responsible for driving the highest levels of operational performance through the inspirational leadership and management of the team managers and department's teams in order to meet the client’s service levels and objectives.Proactively developing ways to improve efficiency, quality, and general performance of the account, regularly reviewing all procedures, systems, and technologies to identify any inefficiencies.Key Achievements:- Restructured CSA and Team Manager roles to deliver increased coaching and development for staff, whilst increasing Employee Satisfaction.- Launched physical Store and Social Media support- Supported with a transition to a new CRM system- Business Readiness for new products; Show less

  • Account Delivery Manager

    Aug 2015 - Oct 2023

  • Senior Team Manager

    Jun 2013 - Jul 2015
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  Actively Seeking New Opportunities

  Oct 2023 - Feb 2024

  Account Delivery Manager | Customer Service | Operations Manager

  A dedicated and results-driven Account Delivery Manager with over 20 years of experience in running successful, dynamic Customer Service Contact Centres and projects in demanding and challenging environments is looking for new opportunities in Customer Services.

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  Ventrica

  Feb 2024 - now

  Project Manager