Product Owner

• Apr 2023 - Present

Customer Success Manager

• May 2022 - Apr 2023

✅ Onboarding new customers;✅ Collecting and analyzing feedback from customers to shape requirements, features, and end products;✅ Conducting workshops for accountants, recruiters, HRMs, PMs, and C-level;✅ Creating and updating educational materials;✅ Collaboration with Tech and Product teams to resolve complex issues.

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. TEAM 5 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. TEAM 5 persons

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