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Работала в 10 компаниях   23 года 4 месяца

Финансовые услуги, Банки, Туризм / Путешествия / Пассажирские перевозки, Консалтинг / Аудит

Head of Account Management

Dipocket Group

Финансовые услуги

1 год 2 месяца

10.2021 - 11.2022

  • Established the Account Management function in the company from scratch.
  • Nurtured a high-performance Account Management team to deliver outstanding client service.
  • Supervised onboarding of 10+ new business clients from presale to live stage (among them fintech companies, leading inter-governmental organisations, bank)
  • Liaising with stakeholders across all levels with the ability to communicate effectively to a range of audiences.

Head of Customer Service

Dipocket Group

Финансовые услуги

4 года 5 месяцев

06.2017 - 10.2021

  • Managing Customer Support Team and providing direction to the department to ensure all SLAs and KPIs are met
  • Developing and ongoing support of Client-centric culture across all the processes
  • Liaising with Product owners and Implementation Team to ensure a smooth launch of new products and features
  • Establishing the process of continuous customer feedback sharing and driving necessary changes to improve customer experience
  • Handling all escalations from the Team members
  • Establishing internal processes and knowledge base
  • Providing customer support for the annual big cashless events in the EU

Head of Customer Service Quality Organisation and Control

Oschadbank

Банки

1 год 7 месяцев

07.2015 - 01.2017

  • Managing changes in various Customer service processes aiming to improve Customer experience.
  • Regular monitoring of the Customer sales and service quality in the branch network (for 1 year service quality level grew from 70% to 87% according to mystery shopping results).
  • Implementing Customer complaints handling system (average response time reduced by 3 times).
  • Coordinating branch network rebranding process (30 new branches were opened).

Head of Customer Support

Travel Professional Group, ТОВ

Туризм / Путешествия / Пассажирские перевозки

7 месяцев

10.2013 - 04.2014

  • Sales and service processes and standards implementation and assessment
  • Call center operational management
  • Customer requests/complaints governance to hold client’s loyalty

Head of Service Quality Management

OTP BANK Ukraine

Банки

9 лет 3 месяца

01.2004 - 03.2013

  • Developing and implementing the Customer service strategy aiming to provide outstanding 1st class Customer service
  • Measuring sales and service quality in branches and call center by mystery shopping, CSI surveys, observation visits, Customer feedback analysis to find out pain and gain points in products/processes.
  • Developing and implementing a sales and service coaching system, motivation programs for the sales and service staff, head office and network staff rotation programs.
  • Developing and implementing a multichannel Customer complaint handling system.
  • Ongoing analysis of gaps in service performance, implementation of actions to increase service quality
  • Practical expertise at numerous cross-functional projects (sales efficiency increase, customers retention, CRM, staff appraisal, network optimisation, products and services launch)
  • Developing from scratch and managing internal training center for the branch network and call center (30+ internal trainers)
  • Developing and implementing the training system and trainings on Customer service, retail products, sales, coaching, branch pre-opening

Project Manager

OTP BANK Ukraine

Банки

8 месяцев

11.2006 - 06.2007

  • Orchestrated the model branch concept development for the local bank according to the OTP Group standards (business, service and design models)
  • Successfully implemented the pilot branch development project (included premises search, layouts design, materials and equipment approval, branch feasibility study, construction works, branch teams trainings, operational work testing, official registration and opening of 3 branches)

Branch Network Development Expert

Raiffeisenbank Ukraine

Банки

1 год 10 месяцев

04.2002 - 01.2004

Project Administrator

ING Baring Institutional & Government Advisory

Консалтинг / Аудит

1 год

05.2001 - 04.2002

Coordinator of Advisory Services Projects

Raiffeisen Investment Ukraine

Консалтинг / Аудит

1 год 6 месяцев

11.1999 - 04.2001

Office Manager and Translator

Pricewaterhouse Coopers

Консалтинг / Аудит

2 года 3 месяца

08.1997 - 10.1999

Ключевая информация

Over 15 years of experience in developing, implementing, and managing customer service quality systems across fintech and financial services. Proven success in leadership roles, driving growth, and enhancing customer satisfaction in high-pressure environments.

My specialties include Customer Experience, Customer Success and Support, Customer Onboarding/Engagement/Retention, Customer Relationships, Project Management, Account Management, Team Management, Processes Organization and Implementation, People Management and Development, Training, and Coaching.

Училась в 2 заведениях

Kiev National Economic University

Financial management

Київ, 2002

Kyiv National Linguistic University

Linguistics (English and Spanish languages)

Київ, 1997

Владеет языками

Английский

продвинутый

Испанский

ниже среднего

Русский

свободно

Украинский

родной

Inna

Head of Customer Care

Киев

полная занятость

Обновлено 1 месяц назад