Business Process Optimization, Intern
• Business expansion project in the countries of Armenia and Uzbekistan
• Configure the routing of written appeals to Customer Care Center
• Configure the routing of oral appeals to Customer Care Center

• Project to transfer part of calls to an outsourcing call center
• Configure the routing type to transfer part of calls
• Creating creating instruction for this process
• Training of outsourcing call center agents handlining calls

• Participation in the project of change of organizational structure of Russian Customer Care Center
• Configure the routing of written appeals to Customer Care Center
• Configure the routing of oral appeals to Customer Care Center
• Creating Instruction and routing type documents

• Realization of "data quality" project
• Decrease number of duplicates
• Root cause analyzes of duplicates creation
• Deploy new algorithm to prevent further improperly system fulfilment
• Reduce unreliable data in CRM
• Clean data in related to CRM systems (ex. MySE, PRM)
• Optimization of Home page in MySE to simplify Customer Journey
• Define user-friendly layouts for different customer's type
• Communicate with different BU to collect news to update content
• Clean incorrections in content
• Implementing CHAT in Customer Care Center
• project management for work with outsourcing call center