Svetlana IvanovaE17 8LN London

Email: greben75@gmail.com, mobile: +44 7763336202European Citizen, Full working rights in UK.

Being dynamic and extremely adaptable I have built my career around working with people in a variety of customer focused roles; covering interactions from retail through to account management and customer support roles. A native Russian speaker, in addition to fluency in Italian and English, I find that I am able to utilize my language skills to work with people through a variety of mediums; written and oral.

I have a sharp mind and a bright and energetic personality that enables me to work closely within a team, providing support and encouragement to my colleagues, as well as being able to take on a task and work through it independently. I am very goal focused and have proven to offer high value to my employers and their customers.As a professional sales person I see rejection as a challenge which stimulates my tenacity and persistence.

CAREER HISTORYBusiness Development Manager February 2015 - July 2015T.E.L.S. Trans European Logistics ServicesLondon

TELS is International Logistics Company with the Head office in Minsk, Belarus which opened the office in London to sell logistics from Great Britain to Russia and Ukraine for British clients. Having in my disposal only the small date base of possible British clients I developed business plans and strategies to expand the customer base to maximize income for my company through internet research, visiting trade shows and organizing presentations. Starting from the first cold call, installing trustful relationships and leading the clients to sign the contract, maintaining and increasing sales of my company's products;

Reached the targets and goals set for my area, increased the sales by 20%, finding more about my clients from their profiles on different social networks and arriving to the decision markers;

Established, and expanded my customer base¸ undertaking research on internet, visiting the trade shows and making the presentation for my clients;

Serviced the needs of my existing customers better through knowing more about their supply chain and their customers;

Developing sales strategies and setting targets for myself working independently and doing the team job;

Compiling and analysing sales figures, to understand better the level of my achievements; Collected customer feedback and market research, providing the information about the

global logistics market for marketing department; Weekly reported to senior managers; Kept up to date with products and competitors, constantly improving my knowledge of

logistics market.

Business Development Manager 2001 - 2014

GIMETAL Professional kitchen equipment, Prato, ItalyThis is an ongoing and part-time role that is coming to an end as market forces change the business model of Gimetal. My role as Business Development Manager has enabled me to establish Gimetal

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as a prominent supplier of goods in a market that is foreign to them (Russian and CIS). As the market has matured, this has enabled Gimetal to create partnerships that will enable the continued success in this market.

Researching and Contacting potential new clients by phone and e-mail; Identify potential clients, and the decision makers within the client organization. Meeting potential clients, giving presentations of products, participating in trade fairs; Research and build relationships with new clients. Set up meetings between client decision makers and company’s product experts; Working closely with our team to develop proposals that match to the client’s needs; Dealing with objections by clarifying, emphasizing agreements leading to positive conclusion,

by using different styles to persuade or negotiate appropriately; Interacting with guests regularly to gain feedback on quality & service effectiveness; Managing staff levels to ensure that key target marketing areas are always covered. Advancing the company's strategic positioning with key accounts and strategically important

geographies Maintaining strong and cordial relationships with corporate level sales and marketing

managers; Identifying and monitoring the performance of competitors in the market place I worked with Advertising Network Yandex (Yandax is Russias version of Google) to assist in

creating the effective campaigns to bring potential customers to the website. This tool allowed me to monitor my campaign effectiveness by tracking visitors, expenditure and goals. The specific tool-sets I used were Keywordselection, Budget forecast, Yandex.Metrica and Direct Commander

Providing excellent customer service to designated accounts in the field generating sales on a daily basis

Customer Support Executive August 2014 -October 2014 Quipper LtdLondon

I was employed on a contractual basis to work with a developing market within Russia to provide support to existing users and to increase the user numbers of an Education Portal that was developed by Quipper. My day to day work involved direct interaction with clients (teachers) on both a reactive (support) and pro-active (sales) basis through the use of phone, social media and email.

Ensure customer satisfaction by meeting customer needs in courteous and timely manner. Track, follow-up and resolve customer’s outstanding issues in a timely fashion. Work with internal Databases ZOXO CRM and Spreadsheets to maintain and share current

client data. Develop customer service workflow in order to provide outstanding service. Prepare documentation and reports on routine customer correspondence for future

reference purpose. Assist in training peers on improving customer support service, making presentations,

attending information sessions Develop and maintain in-depth product knowledge. Conduct customer surveys about the company’s service so as to obtain feedback. Communicate customer feedback to technical and marketing teams in order to develop

processes for better serving customers. Maintain weekly reports on customer inquiries, responses and feedback so as to develop

customer service analytics and trends

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Design and using qualitative and quantitative research tools such as questionnaires, focus groups, interview schedules

Analyzed campaign performance and research results using a variety of numerical and IT tools

Summarized and finalized data at the end of projects

Multilingual Speaking Market Research Interviewer May 2014 - August 2014 CBC Interactive, London

Using my multi-language skills I worked in a cold-call sales environment to contact businesses and secure leads for CBC clients. This was a short contract that ended when the campaign did.

Business to Business market research for Russian and English Clients Translation of English scripts to Russian and vice versa Place outbound follow–up calls to potential clients; generating firm sales leads and applications. Answer all questions about the product details.

General Manager 2009- July 2013Restaurant La Fiamma Macerata, ItalyAlthough I had a variety of roles as the business owner my primary focus was with the customer facing part of the business and ensuring that my customers always received the best products and service; ensuring customer satisfaction and therefore loyalty and a successful business.

Taking responsibility for the business performance of the restaurant. Analysing and planning restaurant sales levels and profitability. Organising marketing activities, such as promotional events and discount schemes. Preparing reports at the end of the shift/week, including staff control, food control and sales Creating and executing plans for department sales, profit and staff development. Setting budgets and/or agreeing them with senior management. Planning and coordinating Coordinating the entire operation of the restaurant during scheduled shifts. Managing staff and providing them with feedback. Responding to customer complaints. Ensuring that all employees adhere to the company's uniform standards. Meeting and greeting customers and organising table reservations. Advising customers on menu and wine choice. Recruiting, training and motivating staff. Organising and supervising the shifts of kitchen, waiting and cleaning staff. Maintaining high standards of quality control, hygiene, and health and safety. Checking stock levels and ordering supplies. Preparing cash drawers and providing petty cash as required. Helping in any area of the restaurant when circumstances dictate.

General Manager PAPizza Makers Association, Macerata, Italy 2001-2009

Act as the manager's first point of contact with people from inside and outside the organization.

Screen telephone calls, inquiries and requests, and handle them when appropriate. Greet and guide visitors, organize and maintain diaries and make appointments. Review incoming email, faxes and letters.

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Produce documents, briefing papers, reports and presentations, carry out background research and present findings into subjects the manager is dealing with.

Organize and attend meetings and ensure the manager is well prepared. Regularly stand in for the manager, making decisions and delegating work to others in his

absence.

Personal Assistant1998-2001

Window and Doors, Advertising Agency Saint Petersburg, Russia Screening telephone calls and handling enquiries that do not need to be passed on to the

manager Organizing the manager's diary and making appointments Dealing with correspondence Using a computer to produce letters, reports and presentations Organising and attending meetings Devising and maintaining office systems Making travel arrangements Looking after visitors

Assistant translator May-September 2001Stella Polare, Helsinki, Finland

Devising and maintaining office systems to deal efficiently with work flow Organizing and storing paperwork, documents and computer-based information Arranging travel and accommodation Travelling with the general manager to take notes or dictation at meetings and provide

general assistance during presentations. Provided wide range of administrative and clerical duties Managed all administrative deals including electronic coordination and scheduling of travel,

conference/meeting scheduling, special projects, report creation, calendar management.

EDUCATIONSpecialist Diploma in Library Studies and Bibliography (Company Assistant): Librarian-Bibliography (Humanities profile), considered comparable to British Bachelor (Honours) Degree Standard, St. Petersburg State University of Culture and Arts, Russian Federation. Year of completion: 1998. Achieved Upper Intermediate English Certification, Wall Street School, Italy – 2013Certificate of participation of International House in Business Communication, London-2015

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