Vladimir Puzanov
Naxxar
Summary
The diversity of my escapades isn't just for show. It's a treasure trove of experiences, ready to sprinkle some magic dust on future projects and partnerships. So, if you're looking for someone who's as comfortable navigating the iGaming jungle as they are revolutionizing urban mobility or optimizing fleet efficiencies, then voila! Your search might just be over.
Overview
10
10
years of professional experience
Work History
Head of Operations
Recruitgiant
12.2022 - 10.2023
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Oversaw supply chain management, ensuring timely delivery of products and services to customers.
Project Manager
Recruitgiant
09.2021 - 11.2022
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
City Manager
Bolt
07.2020 - 08.2021
- Managed financial resources responsibly, resulting in balanced budgets and cost savings for the city.
- Coordinated Bolt's scooter operations in Malta
- Created and optimized processes – efficiency was my priority.
- Analyzed data – monitored engagement, quality and utilization metrics to ensure that scooters are deployed to high-demand areas.
- Managed the scooter fleet – to be on top of the vehicle inventory and ensure high ride quality for riders.
- Developed and executed strategies to increase our efficiency and solve all kinds of operational challenges.
- Managed a team of drivers - trained, monitored, supported and encouraged them to get the best performance.
Senior Corporate Account Manager
Bolt
04.2018 - 08.2020
- Boosted client satisfaction by streamlining account management processes and improving communication channels.
- Achieved high client retention rates through consistent delivery of exceptional service and timely resolution of issues.
- Expanded corporate client base by developing targeted marketing strategies and fostering strong business relationships.
- Enhanced team productivity by implementing efficient workflows, setting clear objectives, and providing regular performance evaluations.
Customer Relations Manager
Bolt
04.2017 - 03.2018
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Streamlined internal processes to improve overall efficiency in handling customer inquiries and complaints.
- Created and delivered customized training programs for staff, enhancing their skills in customer service and problemsolving.
- Monitored team performance and provided regular coaching, contributing to improvement in service quality standards.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
Shift Operations Manager
Evolution Gaming
12.2015 - 01.2017
- Optimized shift scheduling by implementing efficient resource allocation, reducing overtime costs.
- Enhanced team productivity by providing regular coaching and constructive feedback to employees.
- Streamlined daily operations with the introduction of standardized procedures, improving overall efficiency.
- Spearheaded cross-functional collaboration for better communication between departments, resulting in increased operational effectiveness.
- Facilitated employee training programs, leading to a more skilled and knowledgeable workforce.
- Reduced downtime during equipment maintenance by implementing a proactive preventive maintenance schedule.
- Led safety initiatives, resulting in improved workplace conditions and reduced incidents of work-related injuries.
- Collaborated with other operations managers to share best practices and drive continuous improvement across the organization.
- Coordinated emergency response plans, ensuring swift action during crisis situations and minimizing potential impact on operations.
- Promoted a culture of open communication within the team, fostering trust and collaboration among team members committed to achieving common goals together.
- Directly supervised multiple teams simultaneously while maintaining a high level of quality and productivity.
Live Casino Host
William Hill Online
02.2014 - 12.2015
- Increased player loyalty by developing personalized relationships and providing exceptional guest service.
- Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
- Implemented tailored rewards programs for VIP players, resulting in increased visit frequency and casino spend.
- Coordinated exclusive events and promotions for loyal patrons, ensuring a memorable and enjoyable experience.
- Collaborated with cross-functional teams to enhance the overall guest experience at the casino property.
- Managed casino reservations for VIP customers, streamlining their visit experience from arrival to departure.
- Conducted regular follow-up with guests, addressing concerns or feedback to maintain high satisfaction levels.
- Maintained accurate records of player information, enabling targeted marketing efforts for relevant promotions and offers.
- Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
- Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.
- Developed strong working relationships with other departments within the casino, fostering a seamless guest experience across all touchpoints.
- Analyzed player trends and preferences to better tailor offers and incentives that catered to individual tastes.
- Enhanced communication between shift changes by providing thorough updates on important player activity or issues requiring attention during handoff periods.
- Played an integral role in driving repeat business by promoting upcoming events or attractions specific to each guest''s interests.
Education
High School Diploma -
Riga Secondary School Nr. 13
Riga, Latvia05.2012
Skills
- Quality Assurance
- Training and Development
- Customer Service Management
- Product Promotion
- Client Account Management
- Customer Relations
- Relationship Building
Accomplishments
- Collaborated with Transport Malta and other Maltese authorities in the development of e-scooter launch back in 2020.
- Launched my own GPS Tracking & Fleet Management software helping fleet owners optimize operations.
Languages
Russian
Native language
English
Advanced
C1
Latvian
Upper intermediate
B2
Timeline
Head of Operations
Recruitgiant
12.2022 - 10.2023
Project Manager
Recruitgiant
09.2021 - 11.2022
City Manager
Bolt
07.2020 - 08.2021
Senior Corporate Account Manager
Bolt
04.2018 - 08.2020
Customer Relations Manager
Bolt
04.2017 - 03.2018
Shift Operations Manager
Evolution Gaming
12.2015 - 01.2017
Live Casino Host
William Hill Online
02.2014 - 12.2015
High School Diploma -
Riga Secondary School Nr. 13
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