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November 2012 — present
Business trainer
The only business coach at ATF Bank (directions soft skills, sales trainings) within a year. Training of 17 employees of branches and employees of the Head Office. Distributing and accompanying guidelines development, presentations creation and training delivery for all branches (17) of bank retail sector.
720 trained people. 1,300 academic training hours.

Developed training programs:
"Effective bank customer service" - 16 academic hours for SMEs and RB consultants - in all 17 branches of the bank
"The customer service of the bank. The work in conflict situation" 16 academic hours - for cashiers in 17 bank branches
"Emotional intelligence and the development of personal effectiveness" for employees of the Head Office () -16 academic hours
"Management skills" 16 academic hours - with leaders of all bank branches. (Director of departments, offices, heads of departments)
"Efficient client service. Presentation Skills" for consultants of SMEs and the corps.
"Client follow-up" (20 hours) for employees of the «Private Banking» Department - to work with VIP clients.

April 2012 - November 2012
Eurasian Bank JSC
Business trainer
Training, online courses, webinars, seminars on various topics development and conduction. Pre-training work and post-training support.
(About 600 academic hours - 550 employees)
Training development and conduction
- For sales professionals and customer service:
"Phone conversations and effective sales"
"Banking products sales technology"
- For employees of the Head Office:
"Presentation Skills"
"Conflictology and behavior in a stressful situation”.
- For contact centers:
"Debt collection on the phone"
"Phone conversations and bank products sales"
- For regional business coaches and bank product trainers.
"Emotional intelligence and development of the personal effectiveness."
And also for the employees of the Head Office team building - “Prevention of burnout", "Stress Management" trainings, etc.
Manuals and presentations of the Bank?s current products for students (learners), depending on demand.

June 2010 - March 2012
Alliance Bank JSC
Business trainer.
One of the two business coaches (directions-soft skills, sales trainings) within two year in the Alliance Bank. Head Office staff and employees training (at all 19 branches). About 1,200 employees of the Bank, 1,500 academic hours.
Training programs, distance learning courses, seminars on various topics development.
Pre-training and post-training work and support.

Following programs:
- For Professionals Sales and customer service:
The "Client follow-up"
"Phone conversations and effective sales"
"Work with accounts receivable"
"Technology of bank products sales"
Training-championship "Quality service of the bank clients" (for experienced staff)
"Conflictology and Stress Management"
"Credit Committee" business video game.

- For cross-sales department specialist:
"Effective Presentation"
"Effective Negotiations"
"Tariff Committee" business video game.

- For heads of structural units:
"Management skills (time management, delegation, motivation, art criticism, conflict)"
"Stress Management for Executives."

- For members of the "Contact Center" department
"Debt collection on the phone"
"Phone conversations and bank products sales"
"Emotional intelligence and development of personal effectiveness."

Also for the bank employees “Team building”, “Prevention of burnout", "Stress Management", etc trainings.
Manuals and presentations on the Bank?s current products for students, depending on demand.

August 2009 - August 2011
Global Education Provider, LLP
Business trainer
Public trainings on "Features of effective sales. Client getting and keeping", "Work with debtors", "Effective Negotiation Techniques", "Conflictology", "Stress Management" development and conduction for employees of following companies:
Ekibastuz GRES-1 LLP,
Aktobe Oil Equipment Plant JSC,
Business Courier (magazine),
Temirtau electrometallurgical combine JSC
CSOs Interoil LLP
Zhilstroysberbank JSC and many others.

August 2006 — August 2009
Trade Jewelry Company
Business trainer
“Sales techniques” an authorial program for employees. Trainings and mini trainings development and conduction (Conflictology, teambuilding) etc. Development of authorial study guide. Conducts training in the training mode and mode of mentorship.
Trained interns as well as experienced sellers, cashiers administrators and store managers.

September 2004 - August 2009
Academy of Civil Aviation
Senior Lecturer
Lectures and trainings for students of engineering specialties in the following areas: "General Psychology", "Organizational Behavior", "Business Ethics", "Engineering Psychology". Training on students’ team building and more.

Key Skills
Training and distance learning courses development and delivery (on various topics: "Work on the collection of accounts receivable", "The quality of the bank customer service", "Hard and soft negotiations", "Conflictology", "Sales techniques (including banking products sale)", "Oratory", "Presentation Skills", Teambuilding", "Stress management", "Management skills: time management, delegation, motivation, art of constructive criticism, managerial masks: a variety of pros and cons", "Prevention of emotional burnout", etc.
Development of study books for students, depending on the needs of the employer. Conduction of public and corporate trainings and mini-training (up to one academic hour).
Preparing and conducting of lectures. Work experience with a large audience.
Psychological support of staff, help in adaptation and conflict resolution.
Training in the form of mentoring.
Development of study books for students, depending on the needs of the employer.
Pre-training and post-training work and support.
Experienced PC user.

2001 Kainar University (Almaty)
Psychology department, Diploma

1996 Ural Pedagogical Institute
Department of History, Diploma

Further training courses
2013 "Leadership and effective leadership skills" seminar
KIMEP Certificate
2013 "Professional sales"
Encourage Company. Tartyshnaya Galina, Certificate
2012 "Sale of bank products. Client getting" training
Business trainer A. Galunin, "Koleso balansa" Certificate
2011 "Presentation Skills" Training
"Orator" training center, Certificate
2010 "Business trainer Profession" Training of trainers
Center "TrainerPROFI" Moscow, Certificate
2010 "Phone conversations. Sales" Training
Center "TrainerPROFI" Moscow, Certificate
2010 "Work with accounts receivable" Training
Center "TrainerPROFI" Moscow, Certificate
2003 Human Resources Manager
"Insight" Psychological Center, Certificate
1992 The organization of production and services
German private financial Academy (Munich), Certificate.

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