Ірина

Iryna Bilodid
Phone Email Address
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Kyiv

Experience Fondy - International payment service, London
Underwriting and AML compliance risk manager / Sep 2021 - Present

• Documented and communicated key risks rating
• Maintained input and data quality of risk management systems
• Contributed to development of risk management systems
• Conferred with traders to identify and communicate risks associated with specific trading
strategies or positions
• Preparation of Underwriting risks for all the client’s projects
• QA/Underwriting checks of the websites
• Conducting full AML risk rating reviews (KYC, KYB, World Check‑PEP, Detected).
• Risk analysis of EU/UK projects
• Merchant onboarding with acquirers of the EU/UK regions (Valitor, TrustPayments, E‑Card, EMP,
PPRO, Unlimit, Checkout.com)
• Determination of MCC codes for all the client’s projects
Fondy - International payment service, Kyiv
Head of Customer Success Service / Nov 2018 - Sep 2021

• Organization of processing customer requests through basic resources: online chats
email correspondence, messengers (Ukraine, EU, UK regions)
• Creating business processes of the department ‑ CRM, SaaS, Admin Panel
• Distribution of issues among managers Ukraine, UK, EU regions)
• Preparation of Contracts with clients, Agency Contracts and Annexes (Ukraine, EU, UK
regions)

• Formation and training of new subdivisions within the company: Contact Center
Department of technical settings.
• Formation and updating of the knowledge base, drawing up work instructions
• Assessing
standards
the quality of consultations in accordance with the company's service

• Organization of trainings for new employees and trainings for the whole team
• Creating a work schedule and distribution of responsibilities within the team
• Submitting proposals to the management to improve the quality of connection and
customer service

• Implementation and adaptation of SaaS ‑ Terrasoft management system, ZOHO, HubSpot
Firmont Grand Hotel, Kyiv
Reservation manager (supervisor) / Aug 2017 - Nov 2018

• Booked hotel rooms and additional services for customers
• Hosted conferences and major events

• Assisted clients in planning and coordinating reservation needs
• Organization of team trainings and trainingі of new employees
• Resolved conflict situations with customers and within the department
• Handled and responded to customer inquiries through online chat and email
• Advised customers of ongoing promotions or available upgrades to enhance experience
• Researched and provided information to accommodate guests with special needs
• Answered phones to assist customers in making, altering, or canceling reservations
• Compiled daily/monthly reports of hotel revenue
International consulting company "Adizes Institute in Ukraine", Kyiv
Customer Salles Manager / Feb 2013 - Aug 2017

• Searching for clients and compiling a client base from scratch
• Cold calls, conducting telephone conversations
• Correspondence (English/Ukrainian)
• Conducting business negotiations, concluding Contracts
• Working with conflict situations and objections
• Direct B2B and B2C sales
• Customer support and communication
• Organization of events, conferences, trainings, retreats, participation in exhibitions
• Organization of training programs and conferences
• Development of topics of new programs at the request of the client, the preparation of
further presentation and sale

• Writing content/texts for social media
"Old Vienna" Hotel, Kyiv
Head of Front Desk department / Oct 2010 - Feb 2013

• Direct communication with guests
• Coordination of hotel services
• Organization of the process of settling guests and quality control of customer service
• Conducting settlement and cash transactions
• Preparing the reports and optimizing department work
• Staff search and training (receptionists, hotel sales and marketing service)
• Development of internal hotel rules
• Organization of corporate events (conference service)
• Solving of conflict situations with guests and within the company

Education DATAbi educational platform, Kyiv
Course: "Google Sheets for Business” April - June 2024

IAMPM business IT school, Kyiv
Course: "IT Business Analyst” March 2024

International educational platform COMPLIANCY.GURU, London
Course: "Anti‑Bribery and Corruption, Anti‑Money L, Feb 2022
Relevant Coursework: Course "Anti‑Money Laundering Awareness for Money Service Businesses,
Course "Complying with General Data Protection Regulation

Adizes International Institute in Ukraine, Kyiv
Management of Problem Solving Skills in Teams, Jun 2015
Relevant Coursework: Managing and Working with Conflicts, Active Sales and Promotion through
Internet Resources

University of Tourism, Economics and Law, Kyiv
Master of Business Administration (M.B.A.) Tourism and hotel business, May 2005

Skills Claims Review Employee Safety
Risk Management Processes Customer Support
Educational Programs Interpersonal Communication Skills
Fraud Assessment

Languages English Ukrainian
Intermediate Native