Business System Analyst

• Jul 2019 - Present

I work in a fintech digital company providing the entire software ecosystem for one of the oldest banks in the country, which also serves as a main transaction and a salary bank in the well-developed and fast-growing region of Tatarstan. I happily had an opportunity to have worked in two teams with different domains: ▪︎ a mobile app/a web app for individuals: money transactions, finance tracking, cards ordering, loans opening, regular payments, cashback, client notifications, etc. For several years in a row, the mobile app has been recognised to be in the Top 3 in Russia according to the Markswebb professional rating. ▪︎ a web app for acquisition of small enterprises along with a few web apps for bank employees (such as direct sales agents or call center employees) engaged in this process of customer attraction and conversion. Main duties: ▪︎ Business process analysis with investigation and elaboration of the systems performing the process ▪︎ Requirements elicitation and analysis ▪︎ Backlog development and refinement ▪︎ Requirements documentation and record keeping (user stories, use cases and scenarios, BPMN, UML, acceptance criteria, user guides etc.) ▪︎ Demo presentations for direct stakeholders, internal users and top management ▪︎ Technical support of the features released ▪︎ Management of a group of analysts (tutoring, development tracking, tech reviews, work process design and implementation) As a result, I've helped the dev teams to implement 30+ different-sized features in a few digital products within a company.

Customer Service Specialist

• May 2018 - Jun 2019

Project Manager

• Mar 2017 - Feb 2018

A small-sized multiple award-winning studio of web and graphic design, ranked 26th (as of 2017) among web desing studios in Russia by Tagline. I was a project manager with a variaty of duties with a primary focus on communications, both with clients and employees, and on organization of working process in compliance with SLA. Besides, I helped with: - finding digital platforms to offer the company's services - organization and conduction of Design Weekend, the conference that for the first time ever was held in Kazan in 2016 - participation in tenders - translations During my time in the company I organized workflow for 3 projects from scratch and provided post-launch support for other 8 ones.

Head of Customer Service

• Dec 2015 - Feb 2017

I was a head of a customer support team in an international electronic payment system. The customer service was provided in two languages, English and Russian. What I worked on: ▪︎ development of SLA and KPIs for the customer support team from scratch, accompanied with configuration of a new ticketing tool ▪︎ development and improvement of response scripts, a user guide, FAQ and the company's tone of voice in general ▪︎ quality control of responses given by the team members, with regular work on mistakes ▪︎ interviewing and hiring new customer support employees ▪︎ onboarding of new staff members ▪︎ scheduling the work shifts ▪︎ communications with other teams and professionals: tech support, legal and verification department, fraud and dispute resolution team, dev team, PMs, account managers, top management ▪︎ giving responses via tickets/email/phone along with the team, with primary emphasis on the most complex cases During my work the team had been increased from 3 to 14 members, being able to cover 24/7 support for clients from all over the world. A new ticketing tool was implemented to give convenience and transparency for both customer support employees and the management which had been looking for clear and concise metrics of the team work.

Progress Manager

• Jul 2013 - Apr 2015

As a Progress Manager I helped adult students to set and achieve their learning goals over short and long terms and monitored closely students' progress through completing the following day-to-day tasks: ▪︎ Identify students' areas of improvement and give recommendations ▪︎ Work with customer databases ▪︎ Build direct relations with customers, working with them via face-to-face meetings, telephone and email and providing high level of custoner service ▪︎ Collaborate with Sales team to drive internal revenue ▪︎ Handle customers' complaints and improve their satisfaction ▪︎ Create English-speaking environment by organizing students' educational and marketing activities

Intern

• Feb 2013 - Jul 2013

I was a part of the localization/QA team during the development of an innovative online school of Tatar language for Russian and English speakers. The project arose as a result of the collaboration of the Education First company and the Ministry of Education of the Republic of Tatarstan. Over the first few years of being in the production enviroment the course was taken by about 50k learners: https://mon.tatarstan.ru/eng/index.htm/news/872067.htm I was a part of the localization/QA team during the development of an innovative online school of Tatar language for Russian and English speakers. The project arose as a result of the collaboration of the Education First company and the Ministry of Education of the Republic of Tatarstan. Over the first few years of being in the production enviroment the course was taken by about 50k learners: https://mon.tatarstan.ru/eng/index.htm/news/872067.htm