Олена

Resume ... many other things, as it is in a
startup.

Skills: Training & Development · Data
Analysis · Operations Management ·
Feedback Management · General Data
Protection Regulation (GDPR) · Technical
Support · Project Management · Quality
Control · Leadership

UKRSIB BANK 2019-2020
Olena Korotka
Date of Birth: 29 May 1990 Distance Personnel Manager (James
Mobile: [відкрити контакти](див. вище в блоці «контактна інформація») Project)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
 Making contacts with customers of
General Work Experience – 12 the Premium segment in order to
notify about changes in the bank and
Years bank products, (the purpose of
contacts is to build a trusting
relationship with the client)
FAIRO GmbH 3,5 years(2020-2023)
 Solving customer requests in the
Customer Care Technical, Performance and
Chat
QA Manager
 Card activation, SWIFT transfers,
Doing a lot of things but main government bonds
responsibilities are:  Sales all bank products, insurance
products
 Responsible for service platform Skills: high communication skills + sales +
functionality (Infobip and Zendesk). building long-term and trusting relationships
Tech set up and implementation, with clients
procurement, channel configuration
(chat, email, messengers), queues,
routes, etc
LCC Microfinance –(2018-2019)
 Customer Care team management,
processes, allocation, workflows,
Quality Control Specialist, Contact
rituals, training, etc.
Center
 Owner of quality control process for
Customer Care team with good
 Wiretapping of Contact center
results (team CSAT stays over 95%).
specialists and compiling kpi
 GDPR liaison within the project.
 Providing feedback to employees
Primary contact for data subject
and team leaders
rights requests.
 Development of conversation scripts
 Voice of the Customer emissary.
and identification of training needs
Collect customer feedback and pain
points with the help of the CC team  Preparation of reports for the head
and then present this feedback in a according to the results of work.
structured way to the major Skills: High communication skills + ·
stakeholders like product, dev, or Data Analysis + Feedback Management
marketing teams.
 Knowledge & Skills
 Ukrainian and Russian
UKRSIBBANK (2016-2017) fluent
Software tester  English – Basic (A2)
 Monthly compiled analytical and  Driving license (B)
managerial reports on the correct
operation of programs.
 Checked the reports for compliance Extra Info
with the tasks performed. Thanks to attentiveness and perseverance, I
Skills: constantly strive to improve work efficiency,
looking for opportunities to improve it.
I am married, have a family and two
UKRSIBBANK (2013-2016) children).
Collection service expert
 Daily negotiations with customers to
resolve the process of getting out of
credit debt (commissions, cards,
consumer loans, mortgages)
 Making outgoing calls with a
proposal for restructuring or
refinancing a bank loan.
Skills: High communication skills + ·
Data Analysis + Feedback Management

Credit Express El C, position- specialist,
permanent employment (2012-2013)

 Conducted daily negotiations with
clients on the establishment of debt
repayment periods
 Recorded the results in the software
for analysis and construction of a
method of working with a client.

UKRTELECOM, contact center operator
(2008-2010)
 Receiving incoming calls, providing
information on company products
 Making outgoing calls to sell
company products

Education
2007
State University of Information Technology
Higher (master degree), Full-time education.
Department: Information Security
Specialty: Information Security