Евгения

Yevgenia Tkachenko
Business analyst

Education Contact information
Alfred Nobel University [открыть контакты](см. выше в блоке «контактная информация»)
Marketing 2007-2010
[открыть контакты](см. выше в блоке «контактная информация»)

Language: English Intermediate

Work experience:

Logistician
Retail, VARUS
(sep 2022-now)

Achievement
Digitalization of processes
Improving the quality of delivery

Responsibilities:
Perform duties as both a BA and a Logistician
● Analyzing and troubleshooting problems;
● Developing solutions, diagrams and description of business processes;
● Focusing on reducing time costs and improving delivery quality;
● Managing courier team, hiring couriers, planning and controlling the budget.

Tools/environments: Azure, Confluence, Draw.io, Ant Logistics, Google toolbar, BPMN

Business analyst
Retail, VARUS
(feb 2021-jul 2022)

Responsibility

● Closely working with teams Front & Back a website on a daily
● basis
● Gathering the business needs and requirements and explaining them to
developers team
● Constant cooperation with customer in order to collect requirements how to
improve process and quality;
 ● Operational support services of e-com platform:
Coordinating and supporting online orders at every level, from collection to
delivery and addressing customer appeals through the call-center;
● Creating release notes, detailed instructions;
● Processing appeals in system HelpDesk and refining its setting;
● Supporting and improving processes in Corezoid.

Tools/environments : Jira, Confluence, Draw.io, Google toolbar, Corezoid, SQL, BPMN

Quality Assurance Specialist in Call Center
Bank, Konkord
(jul 2019- jan 2020)
● Creating and improving of a tool for analyzing the quality of support line
dialogues;
● Writing a technical task, describing a software complex to evaluating the
dialogues;
● Conducting monthly analysis of the quality of dialogues, data presentation.
Tools : Google toolbar

Quality Assurance Specialist in Call Center
|
Supervisor
|
|Operator Call Center
Bank, PrivatBank
(jan 2008-feb 2020)
● Analysing and monitoring quality indicators;
● Developing and improving methods for assessing quality;
● Software testing;
● Formulating and developing hypotheses;
● Coordinating and organizing team work and activities.
Tools : Google toolbar, MS Office