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Work experience

Expert of international relations

from 02.2023 to now (1 year 2 months)
CIVILIAN DEPLOYABLE CAPABILITY ASSOCIATION, Бухарест (Неприбуткові, благодійні та громадські організації)

- support and consultation staff in matters of external relations;
- development of communication strategy with external partners;
- preparation of protocol and etiquette rules of the organization;
- development and training the target groups;
- representing the organization at the international level, making official visits;
- organization of international missions, events, negotiations.

Etiquette & cross-cultural consultant.

from 02.2021 to now (3 years 2 months)
Self employed, Київ (Приватні особи)

- adaptation & integration Ukrainians abroad;
- providing social & business etiquette education.
- helping people to understand the cross-culture concepts and establish an effective business communication;
- consulting companies for conducting successful business relationships according to the culture and traditions of respective country.

Head of service quality control division

from 09.2015 to 10.2020 (5 years 1 month)
КРЕДІ АГРІКОЛЬ БАНК (Ukraine)., Київ (Фінанси, банки, страхування)

- implemented Service Vision project culture for whole bank. The
project was awarded with the HR Brand Award in 2021 (Ukraine).
- developed SQ motivation for the network with HR cooperation.
- have launched a several service projects: Voice of Client, Mystery
Shopping, Service Quality Index, TOP calls, Client Day's, CRI for VIP, No calls, etc.
- created and handled training ''WOW service'', ''Superior service quality'' for employees.
- developed the service standards with focus on best practice and
having the customer needs in scope.
- measurement and monitoring of customer satisfaction (Customer
Satisfaction Level), the customer recommendation index (CRI).
- developed and improved process of handling customers appeal via all channels of communication (mail, phone, written letter, social network, website, etc.).
- daily support the outlets and secure optimal co-operation between HO, branches and customers.

Service Quality Manager

from 02.2010 to 09.2015 (5 years 7 months)
CREDIT AGRICOLE BANK (Ukraine)., Київ (Фінанси, банки, страхування)

- service standards monitoring.
- launched and supported «Mystery Shopping».
- handling client appeals.
- market research, analysis and processing of data received from focus-groups.

Deputy head of service quality control division

from 07.2008 to 06.2009 (11 months)
Укргазбанк, АБ, Київ (Фінанси, банки, страхування)

- development and implementation service standards and corporate
codes.
- handling client appeals.
- launched Mystery shopping project.
- staff coordination at the point of sale.

Education

National Academy of State Tax Service in Ukraine

Financial faculty. Master degree in financial management., Irpen
Higher, from 2001 to 2006 (4 years 9 months)

Additional education and certificates

Golden Staff

2011, Accomplished course of general English, Intermediate level.

Customer experience managment CEM

2019

World Class Service with Vladychynska Consulting

2019

Social & Business etiquette. The English Manner leading etiquette institute. London.

2022-2023

Knowledge and skills

Language proficiencies

• English — advanced
• Romanian — beginner
• Spanish — beginner