Alma Mozgovaja

Driving efficiency, strategy, and innovation to optimize business performance, streamline processes, and lead high-performing teams. Passionate about delivering measurable results and operational excellence.

Manage a solution-led approach which facilitates quality of service and account profitability while also monitoring and controlling the service provided leading to Client, Customer and Employee satisfaction.

Operational management now for one of Fortune 500 companies in airline industry. Previously another Fortune 500 company - multinational cigarette and tobacco manufacturing company, with products sold in over 180 countries. A multilingual account in Care, Sales and Retention area for various CEMEA markets in local languages offering support via multiple channels (email, chat, self care, web care, mobile care, social media, video‑calling). -Business Relationship management with multiple stakeholders on local and CEMEA region -Sustained operations wellness and delivered outstanding results to our partners, that is rewarded with continuously high KSAT score -Selected, developed and led a team of over 60 professionals and analysts that exceeded client KPIs -Successful remote work implementation for ~350 employees in less than 3 weeks in 2020 -Eminent team management in remote environments within Greece and CEMEA region -Achieved growth by +50 FTEs (+50%) for client cluster in 2020 -Accomplish complex technical solutions and project plans from implementations until go‑live -Management and collaboration of cross‑functional teams, including IT, Finance, Legal, Customer Operations, Marketing, Security & Risk management, both in‑house and partners -High achievement in account profitability securing and overdelivering agreed margins of the P&L by 7,4% in 2021, 8,1% in 2022 -Maintain high results in employee’s satisfaction surveys and engagement index

Managing two different accounts: first supporting one of Swiss telecommunication provider focusing on mobile telephony and fiber-optic land-line services operations and sales in 3 official languages, then a Finnish mobile game development company for global English customers. -Drive department productivity and quality goals achievements -Coordinate department activities and projects to ensure quality and meet timetables -Direct staff in development, analysis, planning and reporting -Weekly meetings to plan, strategize, and review department performance -Complete interview and hiring process by cooperating with HR on appropriate staffing levels

Supporting one of Fortune 500 companies - multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services. -Change management by introducing Solution Sales in Technical Support with over 400 associates for CEMEA region -Sales performance management and coaching -Monitor and analyze operational trends and support the team members to improve their performance -Meet with management on a daily basis to plan, prioritize and review department performance -Motivate & inspire team through leading by example, offering incentive opportunities and developing confidence -Communication and being a focal point of dissemination of information from management to team and vice versa

Supporting one of Fortune 500 companies - multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services. -Provide outstanding customer service at all times -Educate customers effectively on features and benefits -Have sound knowledge of all products, services and functionality -Work as a part of a team, developing effective and supportive relationships with colleagues -Able to deal with any queries or objections in a professional manner

-Provision of marketing and sales services for cosmetic and perfume brands like John Frieda, Kamill, Custo Barcelona, Jesus Del Pozo, Roberto Verino, Zippo, Women’s Secret -Planning, preparation and control of marketing activities for the brands -Development of plans for brands -Introduction of new product to the market -Market sales analysis -Communication and cooperation with media and creative agencies -Cooperation with mass media and journalists -Cooperation with key clients

-Provision of marketing services for hair coloration brands like Palette, Schwarzkopf and Syoss in Baltic countries -Planning, preparation and control of marketing activities for the brands -Brands’ plans development for the future -Execution of projects and initiatives that support short and long-term marketing strategy -Introduction of new product to the market -Market sales analysis -Communication and cooperation with media and creative agencies -Cooperation with mass media and journalists -Adaptation of TV clips

-Provision of marketing services for saloon hair care and styling products (brand “L’Oreal Professionnel”) -Planning, preparation and control of marketing activities for the brand -Introduction of new products to the market -Sales forecasting and analysis -Marketing strategy building -Marketing budget planning and control -Communication and cooperation with media and creative agencies -Cooperation with mass media and journalists

-Process market research data -Data coding -Operation with statistical data -Preparation of presentations of the results -Preparation of the focus groups and deep interviews -Quality control

with specialization in Journalism