Alyona

ALYONA KOLUPAIEVA
CVCurrently in Thailand (Not tied to a specific region) Email - [open contact info](look above in the "contact info" section)

Motivated, with an outgoing personality. Collaborative team player with a keen analytical mind and strong problem-solving skills. Love to be challenged with complex subject matters. Dedicated and proven ability to reach targets in a short time period. Well Organized with attention to detail. Value integrity, respect, and constant learning. Looking for a new challenge. Not tied to a specific region.

Work Experience
Head of Debt Collection Department 2020 - Present
The Credit Thing, London, UK (Remote)
Responsible for the effective management of debt collection and recovery processes.
Duties and Responsibilities:
• Strategic Planning: Develop and implement strategies and goals for the collection department to optimize debt recovery and maximize revenue.
• Team Management: Form and lead a team of collection agents. Ensure high efficiency and motivation of the team.
• Analytics and Monitoring: Continuously analyze collection results and make appropriate changes to debt collection strategies. Monitor key performance indicators (KPIs).
• Communication: Interact with other company departments, particularly finance, legal, and customer service departments to ensure coordination and process optimization.
• Regulatory Compliance: Ensure compliance with all relevant legislative norms and requirements in the field of debt collection.
• Reporting: Prepare regular reports on collection results for senior management.
• Customer Service: Interact with clients in debt to ensure the highest level of service and resolution of financial issues.
Branch Manager 2019 - 2020
Oschad Bank, Oleksandriia
Work Experience:
Ensured the effective functioning of the branch and the provision of quality financial services to clients.
Functions and Responsibilities:
• Personnel Management: Managed the work of branch employees, including hiring, training, motivation, and performance evaluation.
• Workflow Organization: Planned and controlled work schedules, assigned tasks among employees, and monitored task completion.
• Customer Service: Ensured a high level of customer service and provided information about banking services.
• Financial Analysis: Analyzed the branch's financial data, controlled the budget, and made financial decisions.
• Security and Internal Standards: Ensured compliance with internal security standards and bank regulations.
• Sales of Banking Products: Offered banking products to clients, such as loans, deposits, insurance, and more.
• Conflict Resolution: Resolved conflicts and customer complaints that required special attention.
• Development Planning: Developed and implemented strategies to expand the branch and grow the business.
Customer Service Manager 2015 - 2019
Fullerton Hotel Singapore, Singapore
Responsible for managing and developing the relationship between customers and hotel.
Functions and Responsibilities:
• Guest Experience Excellence: Delivered exceptional guest experiences by ensuring personalized service and promptly resolving guest inquiries, concerns, and complaints.
• Team Leadership and Training: Supervised and trained a team of customer service professionals to maintain a consistent standard of service excellence. Motivated team members to meet and exceed departmental goals.
• Operational Oversight: Monitored front desk and concierge operations to ensure seamless check-in, check-out, and guest services.
• Complaint Resolution: Handled guest complaints with professionalism, identifying root causes and implementing solutions to prevent recurrence.
• Customer Engagement and Feedback: Managed guest feedback channels, including surveys and reviews, to enhance service offerings and identify areas for improvement.
• Technology and Reporting: Prepared and presented monthly performance reports, including key service metrics, guest satisfaction scores, and team achievements.
Customer Support Supervisor 2011 - 2015
PrivatBank, Dnipro
Responsible for managing and developing the customer support team to ensure high-quality service delivery.
Functions and Responsibilities:
• Team Management: Supervise and lead a team of customer support representatives. Ensure high efficiency and motivation within the team.
• Performance Monitoring: Continuously evaluate and monitor the performance of customer support representatives. Provide regular feedback and training to enhance skills and performance.
• Customer Interaction: Handle escalated customer issues and complaints, ensuring timely and effective resolution. Maintain a high standard of customer service.
• Process Improvement: Develop and implement customer support processes and procedures to improve efficiency and service quality. Identify areas for improvement and recommend solutions.
• Reporting and Analysis: Prepare regular reports on team performance, customer satisfaction, and other key metrics. Analyze data to identify trends and areas for improvement.
• Collaboration: Interact with other departments, such as Sales, Marketing, and Product Development, to ensure a seamless customer experience. Communicate effectively with other teams to resolve customer issues.
• Training and Development: Develop and conduct training programs for new and existing customer support representatives. Ensure team members are knowledgeable about company products, services, and policies.
• Customer Support Tools and Technology: Oversee the use of customer support tools and software. Ensure that the team is proficient in using support technology and recommend new tools to enhance operations.

Education and qualification

Bachelor Degree
Dnipropetrovsk National University, Dnipro
Economic
Accounting and audit
Skills
Confluence Experienced
Tableau Experienced
PostgreSQL Experienced
Jira Experienced
Excel Experienced
Graylog Experienced
Amazon Experienced
Corezoid Skillful
SFTP Experienced
Data studio Experienced
Languages
Russian Native
Ukranian Native
English Fluent
Thai/Polish beginner