Виталина

VITALINA DIDENKO
Customer Service & Currency Sales Manager
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Cracow, Poland

Professional Experience
Customer Service & Currency Sales Manager 12/2023 – Present
KANTOR KURS sp z oo Cracow / Katowice
Manage end-to-end daily operations of a high-traffic currency exchange
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branch handling over 400 transactions per day, including high-value and
wholesale trades.
Ensure full compliance with AML (Anti-Money Laundering), KYC (Know
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Your Customer), and local financial regulations; oversee proper
reporting of transactions exceeding EUR 15,000 to financial authorities
(e.g. GIIF).
Supervise a team of cashiers and front-office staff: recruit, train, assign
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responsibilities, and monitor performance to ensure operational
efficiency and top-tier customer service.
Maintain and reconcile daily cash flow in multiple currencies; monitor
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exchange rate margins and adjust pricing to stay competitive and
maximize profitability.
Build and manage relationships with partner banks, cash transport
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services, and business clients; negotiate wholesale exchange deals and
ensure timely execution of large-volume transactions.
Handle customer complaints and inquiries professionally, aiming for
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high satisfaction and repeat business.
Conduct internal audits and ensure implementation of proper safety,
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anti-fraud, and compliance protocols.

Currency Exchange Cashier 09/2023 – 12/2023
KANTOR KURS sp z oo Warsaw
Processed retail and business currency exchange transactions with high
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accuracy and attention to detail, handling multiple currencies.
Delivered fast and professional service to local and international clients,
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ensuring a positive customer experience and compliance with internal
procedures.
Verified banknotes for authenticity and followed strict security protocols
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to prevent fraud and mitigate cash-handling risks.
Monitored exchange rates daily and informed customers about rates
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and transaction conditions in a clear and transparent manner.
Maintained accurate cash balances, prepared daily reports, and
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reconciled discrepancies in cooperation with branch management.
Complied with all AML (Anti-Money Laundering) and KYC (Know Your
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Customer) regulations; performed identity checks and registered
required data for reportable transactions.
Supported the branch manager in daily operations during peak hours
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and contributed to a team environment focused on reliability, trust, and
client satisfaction.
Restaurant Manager 01/2019 – 08/2023
Tricolore Restaurant Katowice
•Managed day-to-day operations of a busy Italian restaurant, including
front-of-house service, staff coordination, supplier relations, and cash
handling.
•Supervised a team of waiters, bartenders, and kitchen staff: created
work schedules, conducted training, delegated tasks, and resolved
internal issues.
•Ensured high standards of customer service and guest satisfaction by
monitoring dining experience, responding to complaints, and
implementing service improvements.
•Maintained relationships with food and beverage suppliers; oversaw
inventory control, ordering, and cost management to minimize waste
and optimize profitability.
•Controlled daily revenue, closed registers, reconciled payments, and
prepared financial reports for ownership/upper management.
•Implemented hygiene and safety procedures in line with local sanitary
regulations and conducted regular internal audits.
•Played an active role in menu planning, promotions, and improving
service efficiency during high-volume hours and special events.

Family-related Career Break 11/2017 – 12/2018
Zaporizhzhia,
Ukraine

Personal Account Banking Manager 06/2016 – 10/2017
Privatbank Zaporizhzhia,
Provided personalized financial services and support to individual
• Ukraine
clients, offering tailored solutions in areas such as deposits, loans, bank
accounts, and payment services.
Built long-term client relationships through effective needs analysis,
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cross-selling of financial products, and excellent service delivery.
Guided clients through onboarding processes and ensured compliance
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with KYC (Know Your Customer) and AML (Anti-Money Laundering)
regulations.
Handled customer inquiries, complaints, and conflict resolution in a
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professional and empathetic manner.
Collaborated with internal departments (e.g. credit risk, operations) to
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process loan applications and ensure smooth service execution.
Achieved monthly sales targets by promoting appropriate banking
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products and improving client retention.
Maintained detailed client records and regularly updated CRM systems
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to support personalized engagement.

Branch Sales Manager 10/2014 – 05/2016
Trust Bank Zaporizhzhia,
Led and managed all sales activities of the branch, focusing on retail
• Ukraine
banking products such as loans, deposits, credit cards, and investment
services.
Supervised and coached a team of sales advisors, setting targets,
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monitoring performance, and driving motivation to achieve branch
goals.
Developed and implemented sales strategies to increase product
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penetration and market share in the assigned region.
 Ensured compliance with banking regulations, internal policies, and
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quality standards during all sales and operational processes.
Analyzed sales metrics and customer feedback to optimize branch
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performance and improve client satisfaction.
Coordinated with other departments, including risk and operations, to
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facilitate smooth processing of client applications and service requests.
Maintained relationships with key clients and business partners,
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contributing to customer retention and business growth.

Education

Master of Science in Banking 09/2013 – 09/2014
Zaporizhzhia National University, full-time Zaporizhzhia,
Ukraine

Bachelor of Finance and Credit 09/2010 – 06/2013
Zaporizhzhia Institute of Economics and Information Technologies, Ukraine Zaporizhzhia,
Ukraine

Languages
English Polish
Ukrainian Russian

Certificates
Driver License Lean Practioner Certificate PrivatBank Internal
B1 Acconting Auditor
Certificate

Interests

Studying Finance and Cake Cooking Mastering of Negotiate
Investing