Sergei Nikiforov

I contributed to the development of internal web applications that facilitate business processes and improve KPIs; refactored parts of the legacy codebase; collaborated closely with the analytics team and PM to plan new features' design and implementation during scrum activities; performed basic sysadmin & DevOps tasks (Ubuntu, NGINX, uWSGI, Jenkins); invited to take on more responsibility to coordinate work of the dev team.

I ensured timely provision of pre-ordered Rate Card services and goods worth $3.5M to more than 200 customers: accredited press agencies, broadcasters, National Olympic Committees, and partners; ensured accurate execution of games-time orders worth $300K; achieved >90% customer satisfaction rate among leading press agencies (AP, EPA/DPA, Thomson Reuters, Getty Images, etc.) during the games under stress and tough deadlines; managed a team of 5.

I recruited, developed and mentored a team of 25 specialists to become effective in customer service, problem-solving and cross-selling skills which resulted in their further promotion within the company; backed up contact center head’s functions (planning, controlling, operational management, statistics handling) safely whenever required; created and implemented training program for new employees which improved overall performance and reduced the period needed for new staff to be put on the hotline by 30%.

I successfully solved customer issues related to company’s services (brokerage on Moscow Exchange and mutual funds) via phone, e-mail and Skype constantly exceeding company’s customer service standards; I was named “Best employee of the month” several times; promoted to senior specialist after one year.

I sold Citibank banking products and services (personal loans, credit cards, insurance plans) being among top-performers; exceeded personal sales quota by 50%.