Responsibilities: - Led company-wide CEM strategy, aligning initiatives with business objectives and customer expectations. - Translated KPI insights (NPS, tNPS, CSAT) into actionable service improvements. - Mapped and optimized customer journeys to eliminate pain points and boost engagement. - Collaborated with analytics, data engineering, and product teams to deliver real-time CX dashboards and reports. Key Achievements: - Designed a diagnostic method for detecting network issues affecting inbound roamers, resulting in 5 new roaming partnerships. - Developed and launched 24/7 CX dashboards for Voice, VoLTE, and Internet sessions, enabling high management and technical levels service quality monitoring.

Responsibilities: - Directed a support team ensuring 99.9% uptime across corporate, B2C, and internal systems. - Provided technical expertise for company-wide projects, ensuring seamless implementation. - Maintained SOX compliance and strengthened business continuity processes. - Led recruitment, onboarding, and capability development of team members. Key Achievements: - Stopped staff turnover by conducting one-on-one sessions, building trust and addressing concerns. - Boosted motivation and skills — 8 employees achieved higher-grade certifications. - Restored team capacity from 16 to 22 FTEs by securing approval for new hires. - Increased operational capacity by reorganizing sub-teams, adding 6 more systems under technical support. - Enhanced certification process by introducing key improvements for greater accuracy. - Led 40 assessment sessions for BSS engineers, DBAs, and client systems specialists in English and Python, earning recognition from senior management and a promotion to Department Head.

Responsibilities: - Led and mentored a team of 7 Service Solution Managers, creating individual development plans. - Designed and delivered service/product solutions addressing customer pain points. - Consistently achieved and exceeded monthly, quarterly, and annual sales targets. - Guided customers through RFP and feasibility stages, leading bidding processes for equipment and services. - Developed sales leads, promoted innovative service solutions, and built long-term strategic customer relationships. Key Achievements: - Generated $15M+ in annual service sales. - Secured Huawei’s first-ever contract in Kazakhstan to supply batteries for base stations. - Closed the first service optimization contract for an IP network in Kazakhstan. - Won the tender leading to Huawei’s first-ever data center construction contract in Kazakhstan.

- Integrated 8 Core Network elements (UMGs and MSOFTX3000. - Upgraded 40 Core network elemetns (MSOFTX3000, SPS, SingleSDB, UMGs) - More than 1000 Customer requests resolved

- Developed Mission and Strategy for the RNO&RNP Department. - Successfully coached 3 engineers for OSS-RC knowledge. - First successful testing of PICO RBS Kazakhstan.

The team leader of the Fault Management Competence Domain. Tier2 Innovation Leader. Main Achievements - One of the best performer in trouble tickets resolving - Successfully coached 4 people for getting certified as experienced and senior engineers. - Resolved my first emergency ticket after 2 weeks of probation.

Main Achievements - Resolved more than 1000 Customer Requests. - Successfully installed and integrated: 4 HLRs, 10 MSCs, 2 UMGs, 20 BSCs and 1 RNC. - Implemented first HLR redundancy in CIS countries and 2nd in the Ericsson’s world. - Helped to MVNO Customer to save 150K EURO by implementing know-how solution. - Identified several Leads that brought about 200K USD to the Company. - Integrated the first 3G in Mongolia. - Successful launch of “O2” Network in Kyrgyzstan. - Integration of the first MVNO in Kazakhstan - Implemented the first LTE Demo in CIS countries. - Implemented the first LTE Demo in Turkey and Cyprus. Awards/Recognition 2009 – Best Performer.