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Work experience

Project Manager / Key account manager

from 01.2018 to now (6 years 4 months)
Company Legal and Financial consulting, Киев (Juridical and Financial consulting)

•manage the project quality, schedule, resources (different projects - from advisory services to enterprise registration and analysis of the company's operating activities).
•manage day-to-day client requests.
•calculation the final financial result of the projects.
•optimization business processes, rules and procedures.
•preparation of the documents (contracts, proposals, agreements, etc.), manage the contract base.
•staff recruiting.

Acquired or improved skills:
•project management skills.
•business analysis and review.
•presentation skills.
•ability to professionally transform unclear and unstructured information into clear requirements.

Regional sales manager (remote work)

from 03.2016 to 10.2016 (7 months)
IT sales (development) manager (remote work), Киев (IT)

Company specialize in Web and mobile application development, providing development resource for projects in Drupal, Symfony2, Angular.
Clients are from Netherlands, Great Britain, Belgium, Scandinavian countries.

•customer search, negotiation (warm and cold contacts).
•identify customer's needs and develop business opportunities, B2B.
•establish close relationships with existing and potential clients.
•close work the marketing group and Project Manager.

Acquired and improved skills:
•building and maintaining effective communications with clients in different countries, IT sphere.
•warm and cold sales.
•understanding of web and mobile application development cycle.
•work with staffing platforms (Upwork, Freelancer, Guru), Facebook, Linkedin; Slack-chats, etc.

From Financial Consultant to Key account manager (FEA manager)

from 11.2015 to 01.2018 (2 years 2 months)
International business (Grain and coal trading, clients are a companies in EU, Turkey), Киев (Grain and coal trading)

As Financial Consultant:
•preparation management's reports and cash flow forecast.
•estimating costs, researching salary rates, exchange rates.
•conducting payments via internet-banking.
•participation in the formation of a staff bonus system.
•personal Assistant to Owner (calendar management & arranging internal and external meetings/trips).

As Key account manager (FEA manager):
•preparation and maintenance of foreign economic contracts, appendixes, commercial offers, agreements.
•manage the contract base.
•business correspondence, organizing and maintaining relationships with client representatives.
•cooperation with forwarders, brokers, Ports, Insurance companies, laboratories.
•coordination of delivery terms with suppliers.
•control payment terms, close work with the Financial department.
•marketing research /analyzing.

Acquired or improved skills:
•Incoterms (2010), sea transportation of bulk goods.
•strong negotiation and communication skills.
•budgeting.

Head of departments of work with VIP and corporate clients (call-center)

from 08.2013 to 11.2015 (2 years 3 months)
First Ukrainian International Bank (PUMB), Киев (Finance, banking, and insurance)

•manage the work of two departments (lines):
-1st line "Persona Club" - work with private VIP-clients (sales of the premium bank products and services (Smart-line, VIP Concierge; Priority Pass; etc.), solve problems through working with plastic cards);
-2nd line - B2B, technical support of the pumb-online corporate; sales products for corporate clients.

•ensure a customer-focused culture and formation of positive customer experience (CX).
•plan required resources to achieve operational excellence in line with customer expectations and service level goals.
•organize and provide internal and external "Mistery shopping". Work with Company "4service".
•manage promo - companies, wellcome calls, up/post-sales.
•CRM project management (Terrasoft BPM-online implementation)- formation requirements, testing, personell training).
•project and documentation management, work with Jira.
•staff training and examinations.
•establish processes reporting, KPIs.
•personell hiring, assessment.

Acquired and improved skills:
•deep knowledge of contact center business.
•excellent organizational, interpersonal, and leadership skills.
•ensure a customer-focused culture, service-design.
•ability to model business processes.
•CRM implementation.

From Specialist of clients support department in Bank processing center to Leading specialist of Department to work with VIP-clients

from 09.2005 to 07.2013 (7 years 10 months)
First Ukrainian International Bank (PUMB), Донецк (Finance, banking, and insurance)

First Ukrainian International Bank
•customer support regarding work with plastic card (via calls/e-mails).
•fraud transactions monitoring.
•interaction with Visa International (including Global Customer Assistance Services), MasterCard.
•manage the department work in terms of the scheduling, training.

Acquired and improved skills:
•telephone etiquette.
•problem solving skills, work with customer requests and claims.
•coaching.

Education

Donetsk National University

Management, Economic faculty, Донецк
Higher, from 2001 to 2006 (4 years 9 months)

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Russian — fluent