Experience

ITFin

• Ukraine
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Success Manager

  • May 2022 - Present



National Bank of Ukraine

• Ukraine
• Banking
• 500 - 600 Employee

• Head of Contact Centre at Office for Financial Services Consumer Rights Protection

  • Oct 2019 - Mar 2022

  ✅ Implementing the contact center software in the National Bank of Ukraine (telephony, chatbot, and CRM);✅ Drawing up technical specifications and requirements;✅ Managing of scope, budget, a timeline of project and contact center team;✅ Creating service standards and KPIs for contact center employees;✅ Introduction of CSAT assessment in the contact center (85% of satisfied customers);✅ Participation in consumer rights protection campaigns.TEAM5 persons ✅ Implementing the contact center software in the National Bank of Ukraine (telephony, chatbot, and CRM);✅ Drawing up technical specifications and requirements;✅ Managing of scope, budget, a timeline of project and contact center team;✅ Creating service standards and KPIs for contact center employees;✅ Introduction of CSAT assessment in the contact center (85% of satisfied customers);✅ Participation in consumer rights protection campaigns.TEAM5 persons



PrimoCollect Ukraine

• Ukraine
• Financial Services
• 1 - 100 Employee

• Head of CallCentre

  • Jul 2018 - Sep 2019

  ✅ Growth of the new call center in Poltava;✅ Building motivation systems;✅ People management (1x1 meetings, motivation, performance reviews, teamwork);✅ Recruitment and onboarding new employees;✅ Writing technical tasks for CRM system improvement;✅ Three team leaders directly subordinated.TEAMmore than 80 persons

• Callcenter Team Lead

  • Jul 2015 - Jun 2018

• Callcenter Employee

  • Sep 2012 - Jun 2015