Operations management - Marketing activities and sales promotion - Networking (3 countries coverage) - Business development - Service team management - Customer care and tech support team management - Key account management

- General and operations management - Networking - Account management - Marketing - Developing Trade-in B2D/B2B channels - Sales Achievements: - Start-Up project deployment - Grading center and service arrangement - E-shop and retail sales point launch - Kazakhstan, 75% of organized retail coverage

- General and operations management - Marketing activities and sales promotion - Networking (4 countries coverage) - Business development - Online Reputation Management - Outsource call center management (VOC, MOT, NPS) - Project team management - Customer care and tech support teams management - Product Liability management - Key account management - Collaborating with sales team to maximize profit by up-selling or cross-selling - CRM management - CJM (Customer Journey Map) planning and fulfillment Achievements: - KZ and None-KZ service network reinforcement Coverage for KZ from 5% up to 100% Range for None-KZ from 1% up to 90% - Customer care and satisfaction level improvement: Kazakhstan from 30% to 95% Uzbekistan from 7% to 80% Tadjikistan from 5% to 50% Mongolia from 3% to 70% Parts operation reinforcement: - Overseas parts supply lead time decreased from 90 days up to 14 days - Local logistics delivery time decreased from 15 days up to 3 days - Forecast improved from 30% up to 90% - Pickup and home delivery services deployed Customer support: - Customer Satisfaction Score (CSAT) improved from 20% to 90% - Customer Effort Score (CES) improved from 5% to 85% - Voice of Customer (VOC) decreased from 90% to 1,5% - First Response Time (FRT) by phone decreased from 10 min to 3 minutes, by email from 1 day to 2 hours - Net Promoter Score (NPS) increased attractors quantity from 20% up to 90%

Business development management: - Identify new business opportunities - Business development - Regular follow-up and communication with customers, partners, and local and overseas vendors for new projects and business opportunities - Product Road Map planning based on market analysis, vendors and suppliers communications - Sales forecast collection and sales planning Achievements: - South Kazakhstan region coverage with exclusive rights - 7 brands in portfolio - Kyrgyzstan area coverage growth up to 50% - Sales growth up to 30% - Services sales growth up to 64%

General and operations management: - Reporting (financial reports, quarter and yearly results reports, HQ/RHQ reports) - HR management (searching, hiring, onboarding, training) - Forecasting and planning (parts supply, budgets, events) - Key account management (Dealing with customers, store managers, and regional managers of major wholesale and retail chains) - Budgeting (finance, refunds, compensation) - Marketing and promotions (SMM, BTL, Direct marketing, PR) - Projects development (Customer Service Plaza, ASC, DSC, ESC) - Planning (Strategy, targets, performance) - Analysis (Competitors, market share, service level, customer satisfaction) - Risk and product Liability management (Analysis, Investigation, and PL issues solving) - VIP care and support (VIP, "unique," government projects) - Networking with business partners and customers - Audit and evaluation (Partners and channels audit, mystery shopping, control of tech requirements, standards follow-up) - KPI Management, Service Cost management - Outsource call center management (VOC, MOT, NPS) - Customer care and Customer Satisfaction Index (CSI) management Achievements: Year 2009 - 2014 - None KZ Service network extension (TJ - 3 partners, TM - 2 partners, KG - 4 partners, AZ - 3 partners, GE - 3 partners, AM - 3 partners) - DTV Premium service launching (KAZ) 24h support - Free loan set program (UZ, KG, TM, TJ). As a result, customer satisfaction increased from 20% to 40% - Customer Service Plaza opening (Almaty/Astana/Baku/Tbilisi) - VIP Service launching (KZ) - flagship model sales increased by 7% - Choice of the year 2011 Kazakhstan (Best customer support) - Parts operations reinforcement (Shipments 2 times per day KZ, one time per day None KZ) - Digital service & Online booking service deployment - customer queue reduction by 50%, waiting time reduction of 70%, Social networks customer support improvement from 3% to 60% - Service academy opening - (Social project to provide additional education) Preparation of highly qualified engineers

- Manage the day-to-day Service department and ensure all processes are efficiently executed - Service department Strategy planning, targets implementation, and introduction of company strategy - MOT Management (CIC department) - Service partner's network coverage optimization - Audit and Evaluation (Performance, terms, conformance, violations) - Training (Tech training, customer care, cyber security, parts operations, reporting) - KPI Management, SVC Cost management, Expectation Failure Rate, and VOC management - SVC warehouse management, Logistics management (Parts supply to export countries, Parts return) - Project Management: Planning, Implementation, Coordination, Monitoring, and Evaluation of activities (commencement of project through phasing over stage). Achievements: - Service W/H process improvement: Same-day spare parts shipment & delivery. (Stock turnover improved, Deadstock decreased, forecast efficiency improved) - New method of VOC monitoring: Division by type, day-to-day monitoring, customer feedback collection, and further follow-up. (Customer satisfaction improved from 30% to 80%.)

- Responsible for achieving growth and accomplishing targets on sales - Generate, qualify and manage leads & opportunities - Coordinates sales forecasting, planning, and budgeting processes used within the sales organization - Initiate the customer integration process with the account management team - Identify market and client needs and create opportunities (development of partnerships, attending professional exhibitions and events, managing incoming inquiries, customer appointments/meetings) - Negotiations with international partners, vendors, supplies - Contract composition and signing Achievements: - Governmental projects participation (House of Ministry security system project development, Astana Shuchinsk highway project development) - Retail channel arrangement, equipment direct delivery, wholesale arrangement

- Actively approach targeted business clients (Search for new client leads, manage relationships with existing customers) - Develop presentations and competitive pricing strategies - Negotiating the terms of an agreement to close sales (Educational programs) - Demonstrate company products and solutions Achievements: - Add to portfolio the following clients: National Bank of Kazakhstan, KazKommerts Bank, DuCAT, Phillip Morris International, Carlsberg

- Customer relationship management - Responsibility for key account-related turnover - Cooperation with the product development area - Presentation of new products and services Achievements: - Deployment of new business direction as PC production - Launched service centers network for PC & NPC maintenance

- Key Account Management (Ensure that customer processes run smoothly for sustainable customer loyalty, drawing up individual sales concepts and negotiating contracts)

- Economist, Business Administration, -Bachelor/Diploma

- International relations, Diplomatic and Consular service, -Bachelor/Diploma

John Tschohl,President of Service Quality Institute, Customer Service Startegy

Huawei Technologies Kazakhstan, After sales customer support

Synergy Business School, Motivation, Negotiations, Efficiency

Huawei, Service and Customer Care

Samsung Human Resources Development Center, Certificate

Samsung Electronics Kazakhstan and Central Asia, Certificate

Samsung Electronics Kazakhstan and Central Asia, Certificate

Samsung Electronics Kazakhstan and Central Asia, Certificate

Pensylvanya State University, Certificate

VantEcole, Moscow, Certificate

Education Center, Certificate

Cental Asian Assosiation for Business Communication, Certificate

Kazakh Tech School, Certificate

Huawei Technologies, After Sales Support and Customer Care

Huawei Technologies, After Sales Support and Customer Care