Private financed projects

Development & implementing of a comprehensive HR Management & Customer Service Management Systems

1.Talent Management & Customer Service Management Systems were designed & implemented during this project; 2.(800 days) Around 800 employees of VivaCell MTS Armenia staff have been trained during this project. Training courses were designed & delivered in order to develop following competencies among the middle management, HR management team and the call-center staff: 3.Effective communication skills; 4.Excellence in customer service; 5.Handling customer complaints; 6.Best practices in conflict management; 7.Cross selling & up-selling skills; 8.Talents mana ...


Beneficiary: VivaCell-MTS Armenia
Country: Armenia

Development & implementation of Quality, Environmental, Occupational Health and Safety, and Food Safety Management Systems along with a comprehensive HR management system

The project consists of two phases: First Phase Design and Implementation of Quality, Environmental, Food Safety and Occupational Health and Safety Management Systems in accordance with ISO 9001, ISO14001, ISO22000 and OHSAS18001 standards’ requirements. Second Phase Design & implementation of a training & staff awareness program in the scope of the international standards implemented in the 1st phase of the project. The internal auditors are trained according to the International Standards’ requirements; their performance is evaluated not only d ...


Start Date: 2006
Finish Date: 2012
Beneficiary: Pernod Ricard Armenia
Country: Armenia

Development & implementation of Quality Management System at AMERIABANK CJSC

1.The Quality Management System (QMS) implemented according to international ISO9001 standard; 2.Procedures, work instructions & reporting system developed & implemented per each process; 3.Trained the staff to utilize the QMS & corresponding tools; 4.Internal auditors team trained to carry out internal audits periodically; 5.Management Mix experts performed additional audits & monitor the process.


Start Date: 2007
Finish Date: 2008
Beneficiary: Ameriabank CJSC
Country: Armenia

Designing & delivering training program on customer service and interpersonal skills

The project included: a.Analysis of competency gap among the customer service staff of the Bank; b.Identification of their training needs; c.Design & development of the course, including materials, tests, assignments, etc.; d.Delivering courses in following topics: -Excellence in customer service; -Handling customers complaints; -Creative problem solving; -Excellence in sales techniques; -Up-selling & cross-selling techniques; -Communication skills. Monitoring & evaluating the performance of participants; Presenting EPP reports ...


Start Date: 2009
Finish Date: 2009
Beneficiary: Araratbank CJSC
Country: Armenia

Strategic planning for La Galleria and delivering training program on Customer Service & Sales Functions

1.The Quality Management System (QMS) implemented according to international ISO9001 standard; 2.Procedures, work instructions & reporting system developed & implemented per each process; 3.Trained the staff to utilize the QMS & corresponding tools; 4.Internal auditors team trained to carry out internal audits periodically; 5.Management Mix experts performed additional audits & monitor the process. Delivered trainings in following topics: -Excellence in customer service -Handling customers complaints -Creative problem solvin ...


Start Date: 2009
Finish Date: 2014
Beneficiary: La Galleria
Country: Armenia

Development & implementation of a comprehensive HR management & Sales management system; designing & delivering training program on Customer Service & interpersonal skills

1.Engineering & implementing a proactive outbound sales management system. 2.Developing & implementing a comprehensive HR management system. 3.Following courses were delivered: 1.Excellence in Customer Service; 2.Creative problem solving; 3.Leadership skills; 4.Handling customers complaint; 5.Communication skills; 6.Team leading skills.


Start Date: 2010
Finish Date: 2012
Beneficiary: ABB Bank
Country: Armenia

Strategic planning for Reso Insurance

Management Mix formulated the corporate strategy of RESO Insurance according to 9-5-4 Management Guide. The project included: a.Definition of corporate mission, vision & values; b.Analysis of the organizational 9 components by defining strengths & areas of improvement; c.Analysis of the micro & macro environment; d.Definition of strategic goals & targets. e.Recommendations on areas of improvement.


Start Date: 2011
Finish Date: 2011
Beneficiary: Reso Insurance CJSC
Country: Armenia

Strategic planning for Rosgosstrakh-Armenia along with designing & delivering training program on Customer Service

The project included: a.Analysis of competency gap among the customer service staff of ROSGOSSTRAKH; b.Identification of their training needs; c.Design & development of the course, including materials, tests, assignments, etc.; d.Delivering courses in following topics: -Excellence in customer service -Handling customers complaints Monitoring & evaluating the performance of participants; Presenting EPP reports to the top management.


Start Date: 2011
Finish Date: 2012
Beneficiary: ROSGOSSTRAKH-ARMENIA" Insurance CJSC
Country: Armenia

Designing & delivering training program on customer service and interpersonal skills

The project included: a.Analysis of competency gap among the customer service staff of the Bank; b.Identification of their training needs; c.Design & development of the course, including materials, tests, assignments, etc.; d.Delivering courses in following topics: -Excellence in customer service; -Handling customers complaints; -Creative problem solving; -Excellence in sales techniques; -Up-selling & cross-selling techniques; -Communication skills. Monitoring & evaluating the performance of participants; Presenting EPP reports ...


Start Date: 2011
Finish Date: 2012
Beneficiary: Prometey Bank CJSC
Country: Armenia

Formulation of the corporate strategy, along with development of the organizational components according to 9-5-4 Management Guide; 1 year management contract and delivering training program on customer service

The management system of 9 organizational elements have been developed & implemented based on MMix 9-5-4 Management Guide: -Strategy formulation; -Engineering the structure; -Talents management; -Internal processes based on ISO9001; -Customer service management; -Marketing; -Sales; -Information technology; -Resource management. 1-year Management Contract; Delivering the following training courses: -Excellence in Customer Service; -Handling Customer Complaints; -Excellence in Selling Techniques; -Communication skills;


Start Date: 2011
Finish Date: 2013
Beneficiary: Grand Sport
Country: Armenia

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