Moscow, Russian Federation
1. Decreased call center costs by 2x by moving a part of the bank client service to the cloud that allowed to scale call center faster by 5x:
• Defined a roadmap, functional specs and aligned those with C-level suite, customer support leads, and cybersecurity.
• Coordinated 5 dev teams and 4 non-tech departments to deliver the project under tough deadlines.
• Led IP-telephony integrations, call quality management, call router, resource planning system, CRM.
2. Increased cross-sales by 30% in partnerships sales department:
• Defined a roadmap, functional specs for a new in-house CRM and aligned those with stakeholders.
• Improved client profile quality in CRM by developing a process for identifying and merging duplicate entities in the DB, with a 20% initial duplication eliminated.
• Led a team of 10 engineers and 1 designer.
3. Optimized call center processes and costs:
• Decreased the number of missed calls by 3% by designing and developing a system from scratch that automated call center planning processes.
• Decreased operators idle time by 2% by improving the ML model of outbound call prediction.
4. Helped to attract first 10k customers for Vivid.Money in Germany:
• Led a loyalty program products: welcome gift for the initial purchase, Champion program as a mix of cashback and the foursquare check-ins, referral and other cashback programs.