Denis Ksenofontov
Azerbaijan
Summary
15 years’ Telco experience in different areas. Constant pursuit for administering business practices to implement the highest level of efficiency and provide it directly to the customers. Skilled in root cause analysis, services optimization and reaction in operational issues.
Experienced in leading traditional and digital marketing campaigns
Customer oriented with strong history of leading high performance teams
Leadership philosophy - Servant Leader
Overview
6
6
years of professional experience
1
1
Certification
Work History
Director of Customer Operations
AZERCONNECT LLC
01.2024 - Current
- Contributed to revenue generation through upselling tactics, cross-selling opportunities, and other innovative sales strategies
- Developed and managed high-performing teams for enhanced customer service delivery and increased productivity.
- Drove continuous improvement and innovation in collaboration with management team.
Marketing director
AZERFON LLC
08.2022 - Current
- Crafting strategies for all Marketing teams, including Digital, Advertising, Communications and Creative
- Tracking and analyzing performance of advertising campaigns and managing marketing budget
- Achievements:
- Brought leading NPS results in the market
- First fully Digital number sales in the country
Head of Customer and Digital Care
Azerconnect
01.2021 - 08.2022
- Responsible for Customer Care, Social Network and back office operations, including customer complaints, channel support from fulfillment until deactivation for both mobile and fixed customers
- Managing 300+ team
- Achievements:
- Delivered targeted service level considering 12% personal cost reduction
- 3 successful M&A ; MNO and FIX operations consolidation
Head of Customer Operations Department
Azerconnect
11.2018 - 01.2021
- Customer advocacy focusing on meeting customer expectations, represent customers’ interests in company meetings and CX improvements
- Implementing strategies and set objectives for day-to-day operations in front line and back office
- Leading 'Voice of the customer' program within group of companies
Education
Bachelor of Science - Environmental Protection | Ecology
Azerbaijan State Oil Academy
2010
Skills
- Cross-functional team leadership
- Product lifecycle management
- Change management
- Process improvement strategies
Certification
- Professional Scrum Master (PSM I)
- Harvard Manage Mentor certificate
Languages
Azerbaijani
First Language
English
Advanced
C1
Turkish
Upper Intermediate
B2
Russian
Proficient
C2
Timeline
Director of Customer Operations
AZERCONNECT LLC
01.2024 - Current
Marketing director
AZERFON LLC
08.2022 - Current
Head of Customer and Digital Care
Azerconnect
01.2021 - 08.2022
Head of Customer Operations Department
Azerconnect
11.2018 - 01.2021
Bachelor of Science - Environmental Protection | Ecology
Azerbaijan State Oil Academy
- Professional Scrum Master (PSM I)
- Harvard Manage Mentor certificate
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