Customer Service Team Leader (Operations Manager)

Описание

Safina Alina
Head of Customer Service
Type of employment: Permanent job
Work format: At the employer's location, Hybrid
Citizenship: Russia
+7 (917) 457 -666 -8
a.safina @ list .ru
Moscow





WORK EXPERIENCE
Reckitt Benckiser (www.reckittbenckiser.com )
Medicine, pharmaceuticals, pharmacies
• Pharmaceutical products (manufacturing, marketing, wholesale trading)
• Household chemicals, cosmetics (manufacturing, marketing, wholesale trading)

Working period : August 2021 — November 2025
Position : Head of Customer Service
Main achievements :
• Customer service department was built from scratch ;
• Implemented continuous improvement initiatives: cost savings > 11 M RUB .;
• Improved service quality: FCR from 25% to 89%, CSAT from 82% to 98%, defect rate 1.3%
(goal 3%) ;
• Increased team engagement and motivation: 35 initiatives/projects were initiated and
implemented by employees. ;
• Recognized by the company among customers: 1st place in SCM Pharm Survey 2024, 1st place
in Advantage 2023 (All -Russian supplier surveys).
Functional duties:
1. Managing and coordinating the customer service team in Russia & CIS (distributed team of
15+ employees, including in Kazakhstan).
2. Driving operational processes of customer support in Russia & CIS (the full order lifecycle
from order receipts to fin al delivery ). Defining and monitoring KPIs to guarantee execution and
business performance.
3. Managing the process of resolving customer complaints and critical issues (root cause analysis,
cross -functional involvement to eliminate root causes, decisive action to mitigate risks) .
4. Leading cross -functional initiatives to focus on a best -in-class service model and SLA
fulfillment. Redesigning order schedules and driving process automation (CRM system, EDI,
electronic document management). Collaborating with customers and external partners to ensure
customer satisfaction and loyalty (meetings, cross -business projects, surveys) .
5. Developing and approving the logistical part of supply contracts with customers. Collaborating
with cross -functional teams to ensure seamless integration of new customers .
6. Leading monthly cross -functional meetings on KPIs, gaps, and recommendations to
management. Planning and fulfilling the annual budget, passing the annual global audit,
implementing local procedures, and reporting to government agencies upon request.

Reckitt Benckiser (www.reckittbenckiser.com )
Medicine, pharmaceuticals, pharmacies
• Pharmaceutical products (manufacturing, marketing, wholesale trading)
• Household chemicals, cosmetics (manufacturing, marketing, wholesale trading)

Working period: April 2020 — August 2021
Position: Customer service coordinator
Functional duties: Coordination and organization pf product deliveries to customers.

Pepsico Russia (www.pepsico.ru )
FMCG (Food Products) (Production, Promotion, Wholesale)

Working period: September 2014 — November 2018
Position: Manager of process optimiza tion
Main achievements:
• implemented productivity to logistic business - process : achieved cost savings 14% ( target was
10%);
• led 5 nationality cross -functional sessions with >40 participations, and organized more than 15
trainings ;
• launched the front -line employee motivation system by engaging them in the productivity process
(gathering optimization ideas from employees across all Russian sites) .
Functional duties :
Project management. Productivity management and cost optimization in Supply Chain.
Implementation of optimization tools such as Lean, Kaizen, Zero Losses.
EDUCATION

Academy of Public Administration and Management, Ufa
2011, Higher
Strategic management

Financial university under the Government of the Russian Federation , Moscow
201 0, Higher
Marketing & Management

ADDITIONAL COURSES

Mediation
2024, Kutafin Moscow State Law University (MSAL)
Kaizen и Lean
2016, Pepsico Russia

SKILLS
Languages : English — B2 — Upper Intermediate
Skills : Team management through a period of change , Analytical skills , Budget management ,
Optimization processes , Kanban , Mediator .

Software skills : 1C: Trade Management , SQ L, Opencart, JDE , Salesforce .


For over 6 years I was responsible for the company's relations with customers. I am proud of the path I took
with my team. In the beginning we had one KPI – Service level, a small team, our processes were not under
control and we spen t much time on manual operations. As a result, we could track our KPI s online, we became
an international team, the processes were automated, the employees ha d time for self -development, leading t he
projects and mak ing the company’s result s better.