Denis Dyachenko
Business Consultant, Lead Data Analyst
Charlotte
Summary
Versatile Senior Manager specializing in Data Governance and Data Analytics areas and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
4
4
Certificates
Work History
Senior Manager, Business Consulting
EPAM
Almaty, Almaty
5 2023 - Current
- Developing and leading Telecom service offering with emphasis on Big Data and AI products.
- Data Catalog implementation from scratch for a global company from the S&P 500.
- Acted as a consultant and data analyst in large projects (1+M USD budget).
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Increased customer satisfaction with timely project deliveries and seamless communication.
Head of Online Sales
MTS
Moscow, Moscow
05.2021 - 03.2023
- Developing and implementing an efficient strategy for telecom products' sales in own and partner online ecosystem: marketplaces, delivery services, and internet shops.
- Reengineering the processes of selling the company's products and delivering customer service on the Internet based on customer insights and ML prognostic models.
- Digital products' promotion management, including cross-functional partnering with customer service, marketing, finance, and IT, to outperform KPIs.
- Formed from scratch and successfully managed a team of 40+ experienced employees.
- Increased sales conversion by 2.5+ times on analysis of Lifetime Value of the customers' segments by implementation of ML prognostic models in different channels of contact with clients.
- Annual sales growth 30+ %.
Head of Customer Service
MTS
Moscow, Moscow
04.2014 - 04.2021
- Developed and implemented the company's customer service strategy in all points of contact (contact center, retail chain, back-office) for B2B and B2C segments
- Developed customer-centric strategies, established metrics and effectively managed customer service operations in order to achieve high rates of customer satisfaction, loyalty, drive revenue, as well as increase the satisfaction and engagement of employees of customer service departments
- Implemented new channels and technologies for communications with customers, such as chat, messengers, chat-bot, voice-bot
- Organized and managed sales of company's products through inbound and outbound calls and continuously improved customer service of the call-centers
- Operated eight contact centers, two back-office units, and six centers release client correspondence, 3 VIP customer service centers(10 000+ employees)
- Drove customer-centric approach and change management within the company (retail, e-com, CRM, loyalty, order management system, CX, and B2B)
- Reduced contact center load by 2+ times in 3 years due to optimization of business processes and implementation of AI technologies and prognostic models
- Reduced the service load on the retail chain by 27% in 2 years
- Ensured the growth of sales in the telemarketing channel by 62% over 1.5 years
- Increased the NPS of customers at the contact center by 10 percentage points over 3 years
- Achieved level of involvement of subdivisions client service from 80% to 94%.
Head of Operational Management | Head of Project Management in Customer Service Unit
MTS
Moscow, Moscow
12.2011 - 04.2014
- Operational management of all remote customer service processes: contact centers, telemarketing, back office, claims processing departments, customer correspondence printing department, soft-collection, VIP customer service department, and incident management
- General project management and remote Company’s service units and customer service processes
- Optimization of structure and business processes, formalization of business processes
- Updating technical base and information support, implementation of modern methods and means of information processing
- Increased back-office productivity by 20+ %
- Increased sales in the channel 'inbound telemarketing' by 80%, through the implementation of the new employee motivation scheme
- Centralized Customer Service for 50+ companies acquired by MTS in MTS contact centers and back offices (project budget 5+M USD).
Education
Mini MBA - Business Management
Moscow School of Management SKOLKOVO
Moscow 01.2017 - 01.2018
Master of Science - Physics
Lobachevskiy Nizhny Novgorod University
Nizhny Novgorod, Russia 09.2002 - 06.2009
Master of Science - Economics And Management
Lobachevskiy Nizhny Novgorod University
Nizhny Novgorod, Russia 09.2006 - 06.2009
Skills
Strategic and financial planning
Certification
Certified Collibra Solution Architect, www.collibra.com
Languages
English
Timeline
Head of Online Sales
MTS
05.2021 - 03.2023
Mini MBA - Business Management
Moscow School of Management SKOLKOVO
01.2017 - 01.2018
Head of Customer Service
MTS
04.2014 - 04.2021
Head of Operational Management | Head of Project Management in Customer Service Unit
MTS
12.2011 - 04.2014
Master of Science - Economics And Management
Lobachevskiy Nizhny Novgorod University
09.2006 - 06.2009
Master of Science - Physics
Lobachevskiy Nizhny Novgorod University
09.2002 - 06.2009
Senior Manager, Business Consulting
EPAM
5 2023 - Current
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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