Руководитель отдела клиентского сервиса

Описание

Svetlana
Chubova
Moscow
svetlana . chubova@yandex . ru
+7 (985) 99 7- 11 - 14
Highly motivated, accountable and resourceful manager with a progressive career development in the largest international
corporation . Main areas of expertise are sales channels, customer support, key accounts management and projects
coordination .
I have successfully managed a number of key roles and projects in the company and acquired valuable skills centered around sales
management, sales partner financial health & incentives, customer satisfaction, team management, international trade, order to
cash process, complaint and problem resolutions, problem solving .
I am currently looking for new opportunities as the compony ceased its activities in Russia . This is a chance for me to re-boot myself,
expand my horizons and change industry . This is a chance for YOU to attract a mature self-propelled leader .
I am sure I can quickly fill the knowledge and network gap in the new position as I did it before - more important is self-confidence,
energy and learning skills . My strong personal qualities are communication skills, multitasking, diplomacy and high level of
ownership and commitment . By recruiting me - the employer wins a responsible partner who will not only meet expectations, but
also bring new experience and ideas, and undoubtedly high-quality service .
E XPERIENCE
01/2022 – 07/2022
HEAD OF DISTRI BUTORS DEPARTMENT / R USSI A CLUST ER (R USSIA, UKRAINE, KAZAKHSTAN, BELARUS,
GEORGIA) / EXXONMOBIL (LUBRICANTS ), MOSCOW (SUBORDING TO CLUSTER MANAGER)
FUNCTIONAL RESPONSIBILITIES:
· Managing a team of Distributor Business Consultants (9) , setting up individual tasks and team plans
· Monitoring distributor financial stability , efficient use of credit lines, participati ng in pricing strategy
development and implementing motivation schemes
· Stewarding Distributor business KPIs ( volumes, product mix, revenue and profit)
· Develop ing and executing the Distributor Network long-term and short-term strategies in close
coo peration with commercial and consumer sales departments
· Managing and improving the Distributors activities in the area s of their best efforts
· Monitoring the Distributor Network compliance with the Company policies and guidance, participating in
annual Distributor Sales and Marketing business reviews
· Support ing Distributors operational activities (products supply, logistics, customer support, etc . )
06/2019 – 01/2022
DISTRIBUTOR BUSINESS DEVELOPMENT ADVISOR / EAME ( EUROPE , AFRICA, MIDDLE EAST ) /
EXXONMOBIL (LUBRICANTS ), MOSCOW (SUBORDING TO EUROPE DISTRIBUTOR BUSINESS DEVELOPMENT
MANAGER)
FUNCTIONAL RESPONSIBILITIES:
· Coordinati ng and leading development and implementation of the zo ne (EAME) projects:

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o Distributor motivation schemes,
o Distribut or Business planning and stewardship
o Distributor financial health assessment
o Distributor Learning programs ( Leadership programs, Financial trainings, Workforce management)
o Distributor Network optim izat ion
o Contract s standardization work
· Coordinati ng and leading local cluster projects:
o Credit and commercial risk mitigation project (Russia Cluster)
o Optimization of the distribution network / training plan development (WEU n Cluster)
04/2017 – 06/2019
CUSTOMER SERVICE MANAGER / RUSSIA CLUSTER ( RUSSIA , UKRAINE , KAZAKHSTAN , BELARUS , GEORGIA )
/ EXXONMOBIL ( LUBRICANTS ) , MOSCOW ( SUBORDING TO EUROPEAN CUSTOMER SERVICE MANAGER )
FUNCTIONAL RESPONSIBILITIES:
· Managing c ustomer service team (10) , setting individual goals and teams plans
· Ensuring compliance with company policies and controls
· Implement ing global processes and relat ed sub-processes, adapting to local standards and policies,
developing local work instructions and guidelines
· Manag ing full customer support cycle: order placement, document flow, contractual support, receivables,
complaints, etc .
· Ensuring effective team interaction with L ocal sales, marketing, logistics, finance, accounting teams and
European production, process and project departments
· Ensuring and monitoring positive customer experience, improving customer satisfacti on and positive
collaboration experience
· Le d a project of customer service consolidation into a single European support business center, successfully
transferred the Russian function to Europe
PREVIOUS E XPERIENCE
· 11/2014 - 04/2017 - Strategic Global Alliances Key Accounts Manager
· 12/2011 – 06/2013 – Retail Marketing Advisor EAME (Europe, Africa, Middle East)
· 08/2010 – 12/2011 – Retail Key Account Manager
· 11/2006 – 08/2010 – Field Marketing coordinator
· 02/2004 – 11/2006 – Prici ng Advisor
· 05/2003 - 02/2004 - Customer Service Specialist

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EDUCATION
09/1999 – 04/2002
ECONOMIST
Economics and M anagement at the E nterprise, Technical University MAI, Moscow
09/1993 – 06/1998
TEACHER OF ENGLISH AND GERMAN
Linguistics , Faculty of Foreign Languages , Tula State University , Tula ( Diploma with
honors)
ADDITIONAL EDUCATIONAL COURSES
Foreign Trade and Customs Clearance (additional professional education); Finance for Non-Financial Managers;
Financial Health for Distributors; Managing Channels of Distribution; Enterprise Leadership Program; Supervisor
Program; Strengthen Your Sales Pipeline; Professional Sales Process Seminar (PSPS)
Interacting with the Media; Process Orientation; D ECIDE - The Science of Better Decisions; Constructive Conflict;
Excellence in Teamwork; Masterful Presentations; Collaboration and Positive Influence
PROFESSIONAL SKILLS
· Focused on results and solutions, high level of responsibility and accountability
· Diplomatic, with positive attitude, strong communication skills, team-player
· Strong coordination skills, ability to bring large teams together for joint projects, a wide network of
contacts within the company both at the European and local levels
· Strong leadership qualities: focus on people development, willingness to share own experience, skills and
knowledge
· Energetic, hardworking, adaptable , resourceful
· Experience in living and working as an expat in Brussels, Belgium
· MS Office, Salesforce, CRM Siebel, SAP modules
· English language - fluent
OTHER
· Married
· One kid
· Driving license category B