Tele Sales Manager ≅ Leading, managing and motivating Telesales team ≅ Providing team Member with the guidelines & sales related materials ≅ Allocating tasks to staff in cooperation with RSM ≅ Directing and assisting Team Members with company policies, product knowledge, operational system (SF) ≅ Discussing and resolving problems ≅ Define and coordinate sales training programs that enable staff to achieve support company objectives ≅ Managing the agreed levels of activities ≅ Develop and coordinate telesales workflow cycle and methodology in cooperation with RSM ≅ Compiling activity reports on a weekly/monthly basis ≅ Evaluating the progress and development of the Team members, oversees the achievement of performance ≅ Providing KPI on a monthly basis ≅ Directing Team Member for development and updating existing clients database ≅ Engaging Tele Sales in any other activities apart from generating the leads (Trade Show data, development of Existing Accounts) ≅ Develops and implements business tactics to support organizational strategies and goals in cooperation with RSM & GM ≅ Adhering to the company external or internal customer care policies and procedures ≅ Creating Job Descriptions for Team Members & Department Members ≅ Performing interviews and selecting candidates for the Team with HR assistance Customer Service ≅ Ensures and provides quality services to existing and potential customers ≅ Providing assistance and advice to customers on company products, services and procedures; ≅ Communicating with customers by telephone, email, letter and face to face; ≅ Investigating and solving customers' problems ≅ Handling customer complaints, resolving the critical issues, escalating and presenting issues to management review ≅ Assigning customer complaint to an appropriate department ≅ Overviewing the progress of resolving customer complaints in related departments ≅ Coordinates with appropriate departments and service centres to maintain progress and ensure the resolution of complaint ≅ Update the clients with the progress of registered complaint ≅ Keeping accurate records of discussions or correspondence with customers ≅ Facilitate customer survey feedback from clients ≅ Conduct follow up calls to survey respondents ≅ Notifying clients regarding forthcoming Exhibitions, Promotions, Special offers etc. ≅ Assisting with inquiries from new and existing clients, assigning them to appropriate Sales Person ≅ Providing reports on Customer Complaints and Customers’ feedback to up management ≅ Arranging distribution of presents among VIP clients Exhibitions ≅ Coordinates the internal organization process during trade shows ≅ Distribution of Invitations to the clients by emails/calls ≅ Providing customers with Exhibition related information, obtaining attendances list ≅ Assisting and advising regardless registration process ≅ Arranging any kind of Invitation Letters upon request ≅ Attending local Trade show ≅ Collecting business cards and Potential Scan data ≅ Filtering received data from Exhibition, uploading to the system ≅ Keeping track of Sales Activity ≅ Maintain contact with new Leads ≅ Overviewing all exhibition progress and evaluating Trade Shows Administration ≅ Maintains customer information files and communicates changes to the appropriate personnel/departments ≅ Initiates required actions for response to customer service requests ≅ Managing the correspondence between Sales Team, related departments and clients ≅ Monitoring & performing Task System ≅ Providing necessary data & reports to the Sales Team & Management ≅ (If it is required – Sales Support related updates and reports) ≅ Daily Sales Activity Report, Sales Performance Summary, Sales Report updates ≅ Salesforce monitoring for Historical Purchasing Statistics, Opportunity Name, Stage and details, Web Leads status, Expired Opportunities, Not Contacted Clients etc. SAP (If it is required) ≅ Generating Sales quotations & contracts in SAP system ≅ Creating new customers ≅ Extending customer codes ≅ Gathering the data for new vehicle specifications entry Sales Force System ≅ Monitoring Customer’s accounts, ensuring and maintaining efficiency of registered information for clients’ data base ≅ Updating registered database with the recent contact details and clients’ related information ≅ Processing new Leads (Web/Sales/Tel. inq.) received through Customer Service ≅ Monitoring the Leads, assigning/re-assigning to appropriate person ≅ Filtering and uploading Exhibition Leads ≅ Creating related reports and keeping track of activities ≅ Launching campaigns and mass emails distribution ≅ Fulfil registration of Customer Complaints ≅ Updating Complaints with the latest information ≅ Closing customers’ complaints ≅ Campaign progress reports ≅ Attaching the Leads and Prospects to related campaign ≅ Customer Complaint reports ≅ Posting updates through the system (announcements, competitive info) ≅ Generating various reports reflecting requested data from Sales Team & Management ≅ Report building + Administration adjustments Management ≅ Coordinating communication between departments and Global offices ≅ Determines customer service requirements by maintaining contact with customers ≅ Providing annual and semi-annual Presentation for Customer Service Department, highlighting the weak points ≅ Contributing to the development and maintenance of standards, policies and procedures regarding customer service ≅ Creating various reports emphasized on problematic areas, analyzing information & presenting for Up Management review ≅ Advises possible solutions for improvements ≅ Participates in ISO departments review (3 times), presenting CS dep., identifying irregularities ≅ Performs other related duties assigned by senior management Customer Service & Telesales Manager Jan 2015 - Dec 2015 Customer Service & Sales Assistant Jan 2014 – Jan 2015 Customer Service Executive March 2013 – Jan 2014 Receptionist/Customer Service Executive Dec 2012 – March 2013

WAS: ≅ Dealing with inward/outward calls as well as its distribution to appropriate person/department, international calls, incoming/outgoing documentation and mails, business correspondence maintenance, guests’ reception, file keeping and organization, documents typing; various documents facilitation: faxing, photocopying, scanning and printing. ≅ Fixing schedule for director, arranging and confirming appointments with director, organizing meetings, preparing meeting reports. ≅ Responsible for office expenses: petty cash documents executing, office needs checking, lunches organization. ≅ Business trip arranging. Searching hotels by internet, booking tickets and hotels. Assisting in a trip, caring passports, documents, taking tickets. Trip to India: file organization during working day, assistance in office, documents typing.

Cashier Sep 2010 – Jan 2012 ≅ Was responsible for administering the shop including handling cash, conducted client assessment, attended to incoming/outgoing calls, documents printing, faxing and photocopying. ≅ Organized transfer between shops, confirmed shipments, acknowledged transfers in the system, updated equipments for shop pricing and arranging files. ≅ Managed shop opening/closing, addressed clients’ complaints and directed staff works; coordinated with Head Office & Spain Office including providing assistance to management. Sales Associate Sep 2010 – March 2011 ≅ Acknowledged, assisted and served clients including attending to customer complains. ≅ Identified and supervised security concerns, organized & displayed merchandise and handled stock inventory. Maintained shop floor well stocked and clean.

≅ Worked with clients; participated in exhibitions, handled sales processing, finalized contracts with clients, accomplished invoices and negotiated with clients through phone. Secretary of Director Apr 2010 – Jun 2010 ≅ Documented incoming/outgoing documents and mails as well as attended inward/outward calls, forwarded calls to appropriate person/department at the enterprise. ≅ Facilitated various documents’ faxing, photocopying and printing; organized different documents such as acts, orders, applications and business correspondences. ≅ Managed director’s assignments; prepared coffee and guided guests at the reception.

Worked as freelancer-translator (volunteer). Subject areas are business correspondence, charity, donations, children’s hereditary and incurable diseases, disabled children information. Translator Feb 2009 – Jun 2009 ≅ Translated correspondence and e-mails ≅ Translated brochures, articles and letters connected with work of the Organization and close themes. ≅ Accompanied sponsors from Great Britain with charity missions in health-improving camp “Zelyonji bor” during one week, sequential translation). Accomplished sponsors from Great Britain with charity missions in a trip to Vitebsk (3 days, sequential translation).

≅ Directed recording of incoming/outgoing documents, mails, calls, faxes, documents printing and various documents like acts, orders, applications and business correspondence. ≅ Organized director’s assignments; administered translation of contracts, agreements and lease agreements. ≅ Guided guests at the receptions and filed workers’ personal cards. Receptionist Jul 2009 – Nov 2009 ≅ Answered incoming/outgoing calls, mails; attended to guest assessment and consultation, administered hotel rooms booking.

Economics, Linguist and Translator (English & German)

on the basis of Belorussian National Technical University, Secretary/Office Manager