Responsibilities Contact Handling *Ensure healthcare contacts are handled appropriately and escalated to Medical Affairs/Regulatory/GVG as required *Ensure all Pharmacoviglance and Cosmeticlvigilance requirements are fully met at all times by the consumer contact centres and/or consumer relations designees *Ensure consumer contact data is captured accurately *Ensure all serious consumer issues are managed appropriately and resolved in an effective manner *Work with local businesses to ensure consumer issues are communicated quickly to minimize business risk and ensure the company’s response is quick, consistent and satisfies the consumer Data Analysis & Reporting *Analyze product complaints to identify the issues with greatest impact on the consumer experience and drive product improvement to resolve these issues *Quickly identify emerging trends and notify the business accordingly *Responsible for accurate, timely and appropriate feedback on issues to the business *Interface with Consumer Relations groups in countries within the Region to ensure consumer data is recorded and reported accurately and is represents the issues experienced by consumers *Provide monthly executive summary for the Region and local report to the business that communicates quality issues and consumer insights to appropriate functions including Category Marketing, R&D and Supply. Call Centre Management *Conduct appraisals of the consumer contact centre’s activities, within the region, to ensure that KPI’s are achieved and the program is managed to Reckitt Benckiser’s expectations *Ensure product training is conducted prior to new product launches *Ensure call centre has FAQ’s for all of brands to handle consumer contacts accurately and effectively

Responsibilities: • a regulations on recruiting for Communication Centers drafting (volunteers, deputy managers and managers); • a training materials preparation for different categories of staff (volunteers, Venue team, contractors, partners); • a procedures for interaction with other functions creating; • an activities planning; • a working process organizing and coordination; • monitoring an activities; • a results analysis; • the team motivation; • a contractors interaction; • a staff recruitment and training; • a cross-functional projects management. Achievements: 1. The promotion on results for the period from October 2012 to June 2013 from the position of head of the Communication Center to the Cluster Manager. 2. Positive feedback from Venue General Managers about Communication Center working results in the competitions in 2012-2013. 3. Thanks from the President of the Org. Committee for a high efficiency in the Test Events in season 2012-2013.

Responsibilities: • an activities planning; • organizing and coordination working process; • an activities control (KPI's setting and monitoring); • the results of work analysis (preparation, conduct consumer research); • the team training, development and motivation; • a budget planning and management; • a contractors interaction; • a cross-functional projects management. Achievements: The main achievement - 0% staff personnel turnover during 3 years and achieving annual goals. In addition: 1. A Call - center consumers survey in 2009, 2010, 2011 showed hight rates: • the Service satisfaction of - 9.7 points (max 10 points); • the intention to recommend the service - 9.2 points (max 10 points); • the intention to recommend the product - 9.0 points (max 10 points). 2. Thanks from CEO of Company for greate Call - center results in 2008 and 2009. 3. Call - center survey among colleagues from other departments and management of the company as part of the project "Hot - line days" in 2009 and 2010 received the highest rating for excellence in communications with consumers. Major projects: 1. The Call center moving in head office PR-campaignat . Objectives: • to familiarize Call - Center team with office staff, • to promote Company staff with main customer service. 2. The Breastfeeding film creating. Milestones: • a planning and budget management, • a script writing, • the agency briefing, • a casting conducting, • the set preparation, • the film shooting, • the film post-production.

Responsibilities: • the action plan to ensure and improve the quality of service organizing; • the trainings preparetion and conduction; • the internal regulations development and implementation; • the consumers records conversations listening; • the reports for management department preparation; • the regulations in terms of quality of service building; • the corporate culture development and implementation

Responsibilities: • a staff advising; • administrative work; • the discipline control; • new employees adaptation; • a training sessions conduct; • an incentive programs for employees development. Achievements: My team achieved the best results for the year in customer service. The thanks from CEO was wrote in my workbook and a I have received the diploma "Customer Gratitude ."

Cybernetics of Chemical Technology Processes, engineer

Danone Baby food

Danone Baby food

Danone Baby food

Danone Baby food

Megafon-Moscow, certificate

Megafon-Moscow, certificate

Megafon-Moscow, certificate

Effective Systems Technology Agency, certificate