Experience

Emirabiz – Local Consultancy

• United Arab Emirates
• Business Consulting and Services
• 1 - 100 Employee

• CRM change manager

  • Apr 2023 - Present

  Dedicated to enhancing business processes and organizational effectiveness to elevate overall business efficiency and service delivery. Main responsibilities: • Collaborating with management and staff members to gather and analyze operational information • Preparing change management strategies to reduce expenses and maximize efficiency • Creating communication and training plans to enable smooth implementation of the strategy • Managing the hiring process for the… Show more Dedicated to enhancing business processes and organizational effectiveness to elevate overall business efficiency and service delivery. Main responsibilities: • Collaborating with management and staff members to gather and analyze operational information • Preparing change management strategies to reduce expenses and maximize efficiency • Creating communication and training plans to enable smooth implementation of the strategy • Managing the hiring process for the Company Key Projects: • Revamping back-office structure for enhanced efficiency • Redesigning back-office business processes to streamline operations • Implementing CRM for the Processing and Accounting Teams • Formulating business requirements for IT development initiatives • Implementing Service Control checks for quality assurance • Creating manuals, procedures, and instructions for standardized operations • Implementing a Learning Management System for continuous employee development • Managing the hiring process for the Accounting and Processing team Show less Dedicated to enhancing business processes and organizational effectiveness to elevate overall business efficiency and service delivery. Main responsibilities: • Collaborating with management and staff members to gather and analyze operational information • Preparing change management strategies to reduce expenses and maximize efficiency • Creating communication and training plans to enable smooth implementation of the strategy • Managing the hiring process for the… Show more Dedicated to enhancing business processes and organizational effectiveness to elevate overall business efficiency and service delivery. Main responsibilities: • Collaborating with management and staff members to gather and analyze operational information • Preparing change management strategies to reduce expenses and maximize efficiency • Creating communication and training plans to enable smooth implementation of the strategy • Managing the hiring process for the Company Key Projects: • Revamping back-office structure for enhanced efficiency • Redesigning back-office business processes to streamline operations • Implementing CRM for the Processing and Accounting Teams • Formulating business requirements for IT development initiatives • Implementing Service Control checks for quality assurance • Creating manuals, procedures, and instructions for standardized operations • Implementing a Learning Management System for continuous employee development • Managing the hiring process for the Accounting and Processing team Show less



Sberbank

• Banking
• 700 & Above Employee

• Head of direction of non-transaction services at Corporate Business Support Center

  • Dec 2016 - May 2017

  Project of Call-Center Migration: Led the planning, execution, and post-migration phases, ensuring maximizing operational efficiency Project of Call-Center Migration: Led the planning, execution, and post-migration phases, ensuring maximizing operational efficiency



InPost

• Poland
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Head of CRM and Technical Support

  • Dec 2015 - Dec 2016

  • Managed Customer Service and Technical Support including supervision of two outsourcing Call-Centers • KPIs and service quality control • Conducted root cause analysis to identify and address underlying issues affecting service performance • Led service improvement projects to enhance overall service delivery Key Project Launches: • Initiated and executed the launch of an Outsourcing Call-Center • Pioneered the introduction of KPIs to drive performance metrics •… Show more • Managed Customer Service and Technical Support including supervision of two outsourcing Call-Centers • KPIs and service quality control • Conducted root cause analysis to identify and address underlying issues affecting service performance • Led service improvement projects to enhance overall service delivery Key Project Launches: • Initiated and executed the launch of an Outsourcing Call-Center • Pioneered the introduction of KPIs to drive performance metrics • Revamped and optimized CRM principles for improved operational effectiveness • Launched a new reporting format tailored for both local and foreign markets Show less • Managed Customer Service and Technical Support including supervision of two outsourcing Call-Centers • KPIs and service quality control • Conducted root cause analysis to identify and address underlying issues affecting service performance • Led service improvement projects to enhance overall service delivery Key Project Launches: • Initiated and executed the launch of an Outsourcing Call-Center • Pioneered the introduction of KPIs to drive performance metrics •… Show more • Managed Customer Service and Technical Support including supervision of two outsourcing Call-Centers • KPIs and service quality control • Conducted root cause analysis to identify and address underlying issues affecting service performance • Led service improvement projects to enhance overall service delivery Key Project Launches: • Initiated and executed the launch of an Outsourcing Call-Center • Pioneered the introduction of KPIs to drive performance metrics • Revamped and optimized CRM principles for improved operational effectiveness • Launched a new reporting format tailored for both local and foreign markets Show less



RN Bank

• Russian Federation
• Banking
• 1 - 100 Employee

• Head of Customer Service

  • Oct 2012 - Sep 2014

  Established and organized Customer Service functions from the ground up, encompassing the creation of Customer Support Center, Loan Administration Unit, Complaints Management and Repayment Channels Management Conducted User Acceptance Testing (UAT) to ensure seamless system functionality for Bank start-up Designed and implemented an Interactive Voice Response (IVR) system to enhance customer communication and service efficiency Developed and implemented: • the repayment… Show more Established and organized Customer Service functions from the ground up, encompassing the creation of Customer Support Center, Loan Administration Unit, Complaints Management and Repayment Channels Management Conducted User Acceptance Testing (UAT) to ensure seamless system functionality for Bank start-up Designed and implemented an Interactive Voice Response (IVR) system to enhance customer communication and service efficiency Developed and implemented: • the repayment channels specifically tailored for loan management, optimizing the overall customer experience • the comprehensive servicing trainings and procedures for the initiation of a new bank • the Key Performance Indicators to drive operational excellence Show less Established and organized Customer Service functions from the ground up, encompassing the creation of Customer Support Center, Loan Administration Unit, Complaints Management and Repayment Channels Management Conducted User Acceptance Testing (UAT) to ensure seamless system functionality for Bank start-up Designed and implemented an Interactive Voice Response (IVR) system to enhance customer communication and service efficiency Developed and implemented: • the repayment… Show more Established and organized Customer Service functions from the ground up, encompassing the creation of Customer Support Center, Loan Administration Unit, Complaints Management and Repayment Channels Management Conducted User Acceptance Testing (UAT) to ensure seamless system functionality for Bank start-up Designed and implemented an Interactive Voice Response (IVR) system to enhance customer communication and service efficiency Developed and implemented: • the repayment channels specifically tailored for loan management, optimizing the overall customer experience • the comprehensive servicing trainings and procedures for the initiation of a new bank • the Key Performance Indicators to drive operational excellence Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Head of Customer Support

  • Dec 2010 - Sep 2012

  • Oversight of Customer Support Centre operations • Design and implementation of motivation schemes • Optimization of servicing processes

• Head of Complaints Management

  • Sep 2009 - Mar 2011

  • Restructured Complaints Management Unit to centralize and enhance complaints and queries management • Automated and optimized servicing processes for efficiency • Developed communication channels to improve customer interaction • Implemented service quality checks to uphold high standards • Introduced a comprehensive training program on complaints handling for servicing staff, including Branches



UniCredit Bank Russia

• Russian Federation
• Banking
• 700 & Above Employee

• Senior Officer of Transaction Products Development

  • Nov 2008 - Sep 2009

  • Retail products development (non-credit products) • Existing products upgrade • Development of alternative repayment channels • Bundle products development • Retail products development (non-credit products) • Existing products upgrade • Development of alternative repayment channels • Bundle products development



Swedbank

• Sweden
• Financial Services
• 700 & Above Employee

• Senior Manager of Business Process Development

  • Mar 2008 - Nov 2008

  • Automated and optimized servicing processes for enhanced efficiency • Established and organized a comprehensive complaints handling process • Developed and implemented users' profiles for servicing staff • Conducted analysis of processes and productivity for Branches in various regions of Russia • Analysis of processes and productivity of Branches in regions

• Senior RM, Branch

  • Oct 2006 - Mar 2008

  Senior Relationship Manager • Managed client servicing at the branch level: individuals, private banking customers, and legal entities • Acted as the first line Anti-Money Laundering agent • Responsible for complaints and queries from customers and state authorities • Led coaching initiatives for newcomers • Performed controlling (checker) functions within the team



Citi

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Specialist

  • Sep 2005 - Oct 2006

  • Investigation on Customers complaints or queries coming from all available channels • Brach-hotline support

• CitiPhone Banker, Call-Center

  • Feb 2005 - Sep 2005