MIGHTYCALL

Software platform for call centers
02.2014-03.2015 VP of Business Development
Managed to expand the partner network in CIS and APAC countries, we signed up 10 new partners and increased revenue for 20%.

12.2008-01.2014 – General Manager of Infratel (Mightycall) Russia
I managed three teams - sales, finance, customer support, 25 people in total. The company achieved strong results under my leadership - acquired 130 new customers, was able to sustain revenue growth by 25% YoY 3 years in a row. Infratel became a key player in the E-Com, Finance, Logistics, Transportation, and Healthcare segments. I implemented the SalesForce CRM, and automation for sales and accounting process - that increased up-sale by 15% and shortened sales-cycle by 2 months on average.


05.2005-11.2008 – Head of IT and Customer Support Department
I held a key role in customer engagement, support, and product management. Me and my team of five was responsible for managing internal IT, call centers's deployment, and customer support activities.
We did nearly of 80 deployments, including our biggest callcenter deployment (300 seats) for Sequia Credit Consolidation, one of the first and largest collectors services in Russia at that time. Managed to maintain service level for critical and high-impact incidents at 99% of target.
As head of IT I was in charge for the intranet inlcuding mail and file services, security, threat protection and so on. Successfully planned and accomplished office relocation 2 times in 3 years.

01.2003-04.2005 – Lead Technical Support Engineer
The company changed its name from Infra TeleSystems to Infratel and entered the Call Center market. The support team successfully installed 7 Call Centers for LG corporation in Korea, Russia, Spain, Taiwan, Philippines, Mexico, and Thailand. I was responsible for implementations in Spain and Russia. I implemented Service Desk system for the customer support in order to provide the necessary SLAs for 24/7 call centers.


06.2000-12.2002 – Technical Support Engineer
I participated in the 80% of all deployments we accomplished. I had a broad scope of duties and responsibilities - from planning to implementation - preparation of SOWs – IVR schemes, call routing and distribution schemes, operation system installation and configuration, Active Directory setup, InfraServer installation and configuration, TelCo connectivity configuration analog and ISDN PRI lines, etc.

Acknowledgement


It was an incredible journey, over the course of 15 years, from 2000 to 2015, I started as a support engineer and worked my way up to become General Manager and VP of Business Development. I learned a lot in various fields such as IT, communications, sales, business management and business development. Throughout my journey, I had the pleasure of meeting many talented and brilliant individuals. Some of them became my friends, some of them worked with me on other projects. I am grateful to the team for the amazingly friendly atmosphere, mutual respect, support and professionalism.