Исполнительный директор (Edtech)( УОМ )

Описание


Nataliia Kriukova
+7 (916)109 06 63 (What's app)\ nkru19@gmail.com
LinkedIn: https://www.linkedin.com/in/natalia-kryukova-a576882a
Experienced Quality Expert with demonstrated history of working in the automotive industry and strong strategic financial vision. Skilled in Crisis management, Negotiation, Business planning and Strategy, Marketing and Management, and deep After Sales area knowledge.
Able to make timely and quality decisions in uncertain situation.
Skilled at providing services that are beyond customer expectations.
Can tap into a range of interpersonal skills and approaches.
Skills:
General management Product Management Team management Sales Management CRM Customer Service Analytical skills Business Analysis Business Planning Product Promotion Team leading Marketing Analysis Operations Management Negotiation skills Business Development Personnel Selection Motivation Cost Management Business Process Management B2B Marketing Digital Marketing Car Fleet Training & Development Marketing Mix Project Expert Crisis Management Audit Leadership Skills Sales Skills

Chief Operating Officer/Service Director/Customer Care Director
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Total Work experience -- 25 years
ARC Europe group - Automotive business (Belgian company, top one in the world, 144,4 M Euro group turnover with outstanding performance) - since 2018 till now
Chief Operating Officer
Operation company management/ P&L performance development and control/ Cost optimization-27% cost-savings YTD.
Contact center in-house + outsourcing (3 Contact Centers) - about 100 employees
Contact Center Quality of operators and supervisors' in terms of effective performance-SLA 98%(Target 90%), Lost rate-0,1%(Target 1%), CSS-96%( Target 90%), Claims ratio -0, 02%
Motivation program/ New KPI approach-90% of employees reached personal targets/Occupancy rate balance
Negotiation with potential clients and providers- slashed administration costs 30% by negotiating pricing, while ensuring the continuation of services. Min transaction level of one contract 200K$.
Personal training (my own unique methodology) - based on Cognitive psychology
Audit process management/ CRM / IT projects/ Process automation/Digital projects- Best practice, cost saving - 35%

Volkswagen Group Rus
www.volkswagen.ru/ru.html
Team Leader Service Marketing - 2011-2017 years
After Sales Strategy and Programs/Digital projects and strategy/Developing programs for increasing customers' loyalty, satisfaction and market capacity- more than 40 projects successfully launched- Add TO 13mln $ and IACS/CSS Top1 during 6 years
IT service project - Tablet PC, Auto Part, web resources, Mobil application, mini sites
Marketing researches-product and price of spare parts, accessories and service programs
Product management/ CRM/Active selling
Department Budget performance control
Fleet program development - 300K$ add
Service contracts- Deep cooperation with Insurance companies at the top level
Accident damage management program/ Body and Paint program
Extended warranty products implementation and control

Road side assistance program implementation and control
Training development and conducting with KPI follow up ( for instance FF staff and service marketing for dealers)
Local ACC negotiation ( products launch)
Department and dealers Event organization( workshops, conferences)
Motivation Programs development different level ( dealers and employee)



Nissan Motor Rus
www.nissan.ru
After Sales Marketing Section manager- 2007-2010 years
Develop after sales strategy for parts and accessories
Follow up and secure achievement of Business Plan targets
Prepare and control annual S&M plan and budget
Set dealer discount structure & incentives/Develop service marketing function/ Develop quarterly campaign & action plan
Supervise Roadside Assistance
Whole sales spare parts business/Tire and CW business
Preparation and Control parts pricing position (price revision)

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Education


Psychea School Deep Dive https://school.psychea.ru
Human understanding technologies- Cognitive psychology and economy, profiling & neuro technology, personality behavioral analysis, communication and personal management, psychographics of the organization, the archetypal system
Presidential Initiative Program of Management Training for Enterprises of National Economy of RF
Management
Moscow International Higher Business School "MIRBIS"
Management and Marketing, Diploma
Moscow State University of Geodesy and Cartographer
En engineer-cartographer, Diploma
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Personal development
Curso de español
B1 (intermediate)
Deutschkurs
Volkswagen - Mittelstufe I
Führungskräfte-Basis-Qualifizierung
Volkswagen AG
PEF FE1 Volkswagen AG, International license for personnel management
Nicht-Technische Trainerqualifizierung (Betriebswirtschaft)
Volkswagen AG, Nicht-Technische Trainerqualifizierung
Management and leadership
Volkswagen AG, Management and leadership
Foreign Language school of Diplomatic Academy (of the RF Foreign Ministry)
Diplomatic Academy, Certificate

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Language skills:
Russian -- Native
English -- Upper- intermediate
German -- Mittelstufe I
Español - B1- intermediate

PC - advanced user (Windows, Excel, Word, Parus,1С, Сorel Draw, Access, PowerPoint, SAP and other specific programs)

Additional education :
Project Management/ Performance management
Presentation Skills
Communication Skills/ Stress- management
Team management
Influence and persuasion in negotiations
Conflict management

Personality characteristics:
Strong hard and soft skills, creativity, self-motivation, proactivity, responsibility, stress nature understanding and tolerance, leadership skills, analytical mentality, systemic thinking, team player, cross-cultural


Driving experience
Driver's license category A, B, C