Experience

CB OTKRITIE (CJSC)

• Banking
• 1 - 100 Employee

• Customer Service Head

  • Jul 2013 - Present

  Responsible for the department that includes the following units and streamlines: 1. Customer Service Unit Handle all customer complaints, requests including fraud cases if any payment is required. 2. Sales and Service CRM Launch Microsoft Dynamics based CRM for front offices: branches, call center, telesales, premium banking that includes all customer data, product profile and sales recommendations for the customer that gives the possibility to answer any question and process any request via the same system. Implement the fiches one by one selecting them in accordance with priority set up by business and service requirements. 3. Service processes Analyze customers' expectations and service related problems in order to improve customer service quality, procedures and banking products, to minimize operational risks, customer complaints and reduce costs at Branches/B@W/Telesales/Call center. The source for the analysis are customer experience researches: NPS/Mystery shopping/Customer complaints report, quality researches, etc. 4. Data quality Keep customer data updated in order to minimize operational risks and provide any type of customer communication. 5. Integration Handle the process in accordance with the integration plans of the organization. 6. Service customer communication Centralize and unify all service communication: service notifications via call center / SMS/ internet bank and branch as well as service notifications regarding branch relocation as a part of integration process in order to make the process less stressful for the customer. Perform proper navigation for the customers who already have any bank product and organize commercial offers for those who do not have any product/cross sell. Handle client interaction at media sites (banki.ru, FB, etc) to set up proper process of client communication. Show less



ZAO Citibank

• Moscow Region, Russian Federation

• Investment Products Head

  • Jun 2012 - Jul 2013

  The key contact for local and international partners distributing consumer investment products: DD process of the company and products those are being destributed at Citi platform, etc. New investment products development and launch (local and international mutual funds). Execution of the strategy of newly launched products distribution: sales motivation initiatives, support and coordination of overall process. Coordination of common activity between internal sales staff and representatives of AMCs (portfolio management/ sales). Show less



Citi

• United States
• Financial Services
• 700 & Above Employee

• Investment and Liability Operations Head

  • Jul 2007 - Oct 2012

  Managing Consumer Investment Operations

• Insurance Product Manager

  • Jan 2007 - Jul 2007

  Managing existing Insurance products, launch of new ones

• Investment and Insurance Products Business Compliance and Control Officer

  • Mar 2004 - Jan 2007

  Monitoring of current legal and compliance issues; possible risks identification and mitigation

• Sales Relationship Manager

  • Mar 2003 - Apr 2004

  CM relationship, Banking/Investment Products consultant

• Payroll suport team leader

  • Jan 2003 - Mar 2004

  Consumer Bank at Work