Denis Dyachenko

Experience

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  OSAOIngosinsurance, JSC / JSC Insurance Company "Consent" /JSC VimpelCom

  Feb 2007 - May 2008

  Financial Adviser / Contact Center Specialist

  ACHIEVEMENTS:• Signed 4 long-term life insurance contracts and 10+ accident insurance contracts.• Reached an agreement with major car dealerships and bank offices in Nizhny Novgorod on the sale of insurance policies of the Company when applying for a loan.• Increased the volume of sales of policies of the Nizhny Novgorod branch of SK Consent by 120 000 rubles/month.

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  MTS Group

  Jun 2008 - Apr 2023

  ► KEY ROLE:• Developing and implementating efficient strategy for telecom products’ sales in own and partner online channels: marketplaces, delivery services, internet shops.• Reengineering the processes of selling the company's products on the Internet based on the customer insights and customer experience analytics• Digital product promotion management including cross-functional partnering with customer service, marketing, finance, IT to outperform KPIs► PROJECTS:• Increased sales conversion by 2.5+ times on analysis of Lifetime Value of the customers’ segments• Annual sales growth 30+ %• Formed from scratch and successfully managed a team of 40+ experienced employees Show less ► KEY ROLE:• Developed and implementated the company's customer service strategy in all points of contact (contact center, retail chain, back-office) for B2B and B2C segments• Set up and improved main customer metrics: NPS and Satisfaction Index. Successfully developed projects to fulfill customers’ expectations• Organized and managed sales of company's products through inbound and outbound calls and continuously improved customer service of the call-centers• Operated eight contact centers, two back-office units, and six centers release client correspondence, 3 VIP customer service centers(10 000+ employees)► PROJECTS:• Reduced contact center load by 2+ times in 3 years due to optimization of business processes and using prognostic ML-models• Reduced the service load on the retail network by 27% in 2 years• Ensured the growth of sales in the telemarketing channel by 62% over 1.5 years• Increased the NPS of customers at the contact center by 10 percentage points over 3 years• Achieved level of involvement of subdivisions client service up to 94% Show less ►KEY ROLE:• Operational management of all remote customer service processes: contact centers, telemarketing, back office, claims processing departments, customer correspondence printing department, soft-collection, VIP customer service department, and incident management• General project management and remote Company’s service units and customer service processes • Optimization of structure and business processes, formalization of business processes • Updating technical base and information support, implementation of modern methods and means of information processing ►ACHIEVEMENTS AND COMPLETED PROJECTS:• Increased back-office productivity by 20+ %• Increased sales in the channel "incoming telemarketing" by 80%, through the implementation of the new employee motivation scheme Organized the training process of 1500+ employees per year as part of the active recruitment process at the opening of the MTS contact center • Centralized Customer Service for 50+ companies acquired by MTS in MTS contact centers and back offices(project budget 5+M USD)►CAREER WITH THE COMPANY:01.2013–04.2014, Head of Operations DepartmentDecember 2011-December 2012, Head of Project Management11.2010–12.2012, Project Manager11.2009–11.2010, Head of the Contact Center Analysis and Planning Team06.2008–11.2009, Senior Specialist of the “Key Customers” department Show less

  • Head of online sales

    Apr 2021 - Apr 2023

  • Head of Customer Service

    Apr 2014 - Mar 2021

  • Head of operational management | Head of project management in customer service unit

    Jun 2008 - Apr 2014
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  EPAM Systems

  May 2023 - now

  Senior Manager Business Consulting

  ► KEY ROLE:• Developing and promoting Data & AI service offering for Telecom Industry.• Implementing and leading data governance projects► PROJECTS:• Data Catalog implementation from the scratch for global company from S&P 500• Create 20+ potential AI enabled use cases for Telecom Industry • Data Governance consulting projects