Experience

• 

  BasisBank

  • Quality Measurement and Research Manager

    • Mar 2022 - Present

    • Evaluating front office and call-center staff service quality;• Coordinating, performing and reporting customer satisfaction survey;• Managing customers’ complaints;

• 

  VTB

  • Russian Federation
  • Banking
  • 700 & Above Employee

  • Service Systems Development Manager of Operational Department

    • Jul 2010 - Present

    Creating procedures for operational products.Creation Products

  • Chief Service Quality Manager

    • Mar 2013 - Mar 2022

    Duties and responsibilities:• Evaluating front office staff service quality;• Coordinating, performing and reporting customer satisfaction survey;• Managing customers’ complaints;• Conducting service + trainings for front line employees;• Monitoring cross sales.

  • Service Quality Manager

    • Mar 2011 - Mar 2013

    Evaluating front office staff service quality;• Coordinating, performing and reporting customer satisfaction survey;• Managing customers’ complaints.

  • Service Systems Development Manager of Operational Department

    • Jul 2010 - Jun 2011

    Creating procedures for operational products.

• 

  Bank of Georgia

  • Georgia
  • Banking
  • 700 & Above Employee

  • Universal Operato

    • May 2007 - Jun 2010

  • Loan Back Office Specialist

    • May 2006 - Sep 2007

  • Cashier Operator

    • Jan 2006 - May 2006

• 

  N -Tour

  • Tbilisi, Georgia

  • Assistant Public Relations Manager

    • Mar 2002 - Dec 2006
    • Tbilisi, Georgia