Aliya Startseva

Head of business-line in Soft Collection at Rusfinance
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Contact Information
us****@****om
(386) 825-5501
Location
Russia, RU
Languages
  • Russian Native or bilingual proficiency
  • English Limited working proficiency

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Credentials

  • Emotional leadership
    Пятый элемент
    May, 2014
    - Oct, 2024
  • Key leadership skills
    Центр развития бизнеса "Команда Профи"
    Nov, 2007
    - Oct, 2024
  • Master of Contact center Management
    Апекс Берг Контакт-Центр Консалтинг
    Apr, 2007
    - Oct, 2024

Experience

  • Rusfinance
    • Russian Federation
    • Banking
    • 300 - 400 Employee
    • Head of business-line in Soft Collection
      • Jan 2008 - Present

      * Organization, control and coordination of the direction (the direction of the number ranged from 30 to 80 employees: team leaders and operators);* Performance analysis of business areas, identifying the causes of problems/positives, the implementation of proposals to address them/ development to ensure compliance with set KPI;* Participation in the recruitment for call-center, developing training programs for new and experienced employees on all products and services of the Bank;* Development of normative documents for the unit ( position, job descriptions );* Development and correction systems intangible and tangible motivation and assessing personnel certification operators call-center company, determining training needs / additional training staff call - center of the company, to develop recommendations on the subject of training and individual counseling staff attendance at training personnel;* Correction scheduling staff ( operators and group leaders), depending on the emerging needs of the Department;* Develop business requirements for software revisions, communication with colleagues from the IT department;* Maintaining the quality of customer service at the level of world figures of the call-center (participation in the development of quality standards of customer service, browser);* Maintain official investigations of claims coming from clients, development and implementation of measures aimed at reducing the number of valid claims;* Practical skills for contact-centers CTI, CISCO (work with the outgoing and incoming calls, organization of work queues, routing calls);* Negotiation with top officials of the company, including English;* Interaction with related departments in streamlining business processes the bank as a whole, participation in joint projects;* Implementation and adaptation of innovations in the assigned direction;* Successful launch of a number of projects of the initial debt collection. Show less

    • Team Leader
      • Feb 2007 - Dec 2007

      - participation in organization process and work provision for Soft Collection specialists;- work with candidates to Soft Collection unit starting from second interview up to hiring procedure, further familiarization of the employees with the unit activity;- management and development of employees;- consultations of unit employees concerning current issues;- conduction of annual appraisal of unit employees;- participation in testing and implementation of new software;- development of recommendations and offers concerning optimization of the working process of Soft Collection unit;- cooperation with subdivisions supporting the activity of Soft Collection unit in order to optimize performance of the unit and employees;- monitoring of the number of clients entered collection, distribution of overdue debt portfolios between unit employees. Show less

Education

  • Samara Academy of Culture and Arts
    Manager socio-cultural activities
    2003 - 2008

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