Nadya BondarevaAssociate Director
Nadya Bondareva is an Associate Director in KPMG’s Management Consulting practice and has 12 years of experience in the telecommunications industry, specialising in customer and growth. With a background in operations improvement and customer management, she has supported the largest telecom and technology companies with business transformation initiatives. Nadya has experience in customer experience analytics and customer journey design across digital, retail and contact centre channels. She delivered a number of large scale transformations programmes with operations improvement, outsourcing, system implementation and robotic process automation initiatives for leading Australian telcos, supporting from concept development and investment case through to implementation and benefits realisation. Prior to joining KPMG in 2009, Nadya worked in the corporate development area for a leading Russian fixed line operator (Rostelecom) and managed a contact centre for a European mobile retail network with over 5,000 POS.
10:00 AM Contact Center Management for Driving Customer Experience and Effective Change Across the Organisation
- Performance monitoring and well being in contact centers
- Quality variation management strategies and the impact on operations
- The use of call analytics in predicting and improving customer effort