Dinara Fazulzhanova

Experience

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  Johnson & Johnson Consumer Health

  Apr 2009 - Dec 2017

  Managed customer service teams in Russia, CIS, and Ukraine, driving daily activities and achieving KPI targets through service level improvements. Led the roll-out of the Claim Portal for CIS markets. Regularly reviewed procedures, work instructions, and processes. Conducted yearly Customer Voice surveys, analyzed results, and developed action plans for continuous service level improvement. Prepared sales, orders, and deliveries reports for management, commercial, and trade marketing. Prioritized team development for continued growth. Show less

  • Customer Service Manager (MASS Distributors & Retail Russia)

    Apr 2015 - Dec 2017

  • Customer Service Supervisor (OTC Russia/MASS CIS/MASS&OTC Ukraine)

    Jun 2012 - Apr 2015

  • Inventory Accountant

    Jun 2011 - Jun 2012

  • Customer Service Specialist (MASS Russia - Retail)

    Apr 2009 - Jun 2011
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  Johnson & Johnson MedTech

  Dec 2017 - Nov 2023

  Customer Service Manager Turkey&MISSA

  Managed cross-sector CS team in Türkiye and UAE, serving markets in Türkiye, Azerbaijan, and MISSA. Streamlined E2E O2I process for faster and more effective customer service. Implemented cost-effective solutions for CIP and SG&A targets, saving over $350K between 2020-2023. Prioritized talent and people leadership development, collaborated with other departments to enhance E2E SC efficiency. Developed customer service strategy/roadmap for 3-5 years and implemented projects such as Customer Connect Portal, RPA, and CRM. Successfully managed transformational processes and conducted customer service surveys. Deployed "cost to serve" models and achieved zero critical findings in audits. Show less

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  Johnson & Johnson Innovative Medicine

  Nov 2023 - Apr 2024

  Distribution & Import Manager

  During my short 6-month assignment in Distribution & Import team, I had the opportunity to gain valuable experience and learn extensively about this field. Although the short duration of the assignment limited the scope of what could be accomplished, I found this experience to be incredibly valuable and a great learning opportunity. It further expanded my skillset and deepened my understanding of distribution, transportation and import operations.

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  Johnson & Johnson MedTech

  Apr 2024 - now

  Project Manager

  Oversee and manage a comprehensive transformation program for the EMEA region, focusing on enhancing key areas such as Processes, Technology, Capabilities, and Performance Management within the Customer Service Organization