Eugen Parfentyev

Logistics & Customer Service Lead | Candy Brand @ Haier

About

15 years of experience in customer service with expertise in various dimensions analytics, strategy, supply chain management, planning . Skilled in developing long-term strategies, analyzing business needs based on constantly changing environment and designing clear visualizations of insights for stakeholders with storytelling . Personal ambition – to create valuable and convenient service for every customer

Country

Russia

City

Moscow

Industry

Electrical & Electronic Manufacturing

Skill

Status Tracking, Operations Process Improvement, Customer Service Operations, Delay Claims, Manufacturing Process Improvement, Continuous Improvement, Russian to English, Service Optimization, Lead Time Reduction, Capital Forecasting, Supply Chain Operations, Capacity Planning, KPI Dashboards, Maintenance and Repair, Brand Tracking, Real-Time Transport Protocol (RTP), Business Process Improvement, Organizational Psychology, English, KPI Reporting

Experience

Logistics & Customer Service Lead | Candy Brand

Haier

2026-1 - Present · 9 mos

Moscow, Moscow City, Russia

Responsible for logistics coordination and customer service operations for the Candy brand in Russia

Head of Logistics and Customer service

Haier

2026-1 - Present · 9 mos

Lead logistics and customer service operations for Candy brand, including supply planning, service performance, customer loyalty metrics, and profitability control.

Head of Customer Support

TBANK

2025-9 - 2025-12 · 4 mos

Moscow, Moscow City, Russia

Head of Customer Service

T-Bank

2025-9 - 2025-12 · 4 mos

Led a 25-person support team handling the bank's most complex customer cases (non-performing debt portfolio).

Head of Customer Service

Samsung Electronics

2022-11 - 2025-8 · 2 yrs 10 mos

Ташкент, Ташкент, Узбекистан

Senior Service Manager

Samsung Electronics

2019-3 - 2022-11 · 3 yrs 9 mos

Moscow, Russia

● Improved customer’s satisfaction through developing service excellence strategy : +4p YoY for CMI. ● Pandemic period: Implemented tracing of COVID in service network for effective capacity management and proper re-direction of customer flow ● Implemented Supply Chain approach for service operation: designed automated system with over 40 factors of analysis for prevention of delays

Head of regional support management

Samsung Electronics

2015-5 - 2019-3 · 3 yrs 11 mos

- In charge of regional operation (5 countries in CIS) – evaluation of each region; implementation of new projects with adjustment for regional specific. - Implemented out of warranty service policy – pricing, reporting, KPIs (2018) - Successfully led of 1 hour repair project in CIS market - over 80% repairs within 1 hour (2017) - Developed service network coverage policy: optimization of network: over 500 → 400 (2015) - Conducted annual strategic conferences for partners to ensure best in class service performance - Managed a team of 8 people in CIS regions

Service tracking management

Samsung Electronics

2012-5 - 2015-5 · 3 yrs 1 mo

- In charge of service tracking processes and prevention of repair delays - Implemented the analytical system for tracking the spare parts - ‘Best leader’ and ‘Best team’ awards for the 20% decrease of long repairs

Data analysis

Samsung Electronics

2010-12 - 2012-4 · 1 yr 5 mos

- Regular analysis of customer needs and build solutions to prevent the future complains - In charge of Evaluation system for partners (combination of 8 KPIs) with simulation of potential changes and impact for the cost - Analysis and feedback of results of service KPIs (speed, performance, satisfaction), over 500 partners

Regional Support Manager

Samsung Electronics CIS

2015-3 - 2019-9 · 4 yrs 7 mos

Managed service operations across 13 CIS regions; improved average repair speed by 20% within 4 days.

Service Analyst

Samsung Electronics CIS

2010-12 - 2015-3 · 4 yrs 4 mos

Built a spare parts tracking analytics system: reduced long-repair incidents by 40%.

logistics analyst

Relogix

2010-9 - 2010-12 · 4 mos

Москва, Россия

Responsibilities: 1. Calculation of the new clients’ budget 2. Calculation of the demanded personnel of current clients 3. The analytical information on existing clients 4. Formation of new analytical reports on the basis of tasks in view 5. Working out new and modernization of operating financial models, including calculation of budgets of clients and the analysis of clients. Achievements: modernizing the financial model for tariff calculation