Working for the largest Russian Bank with 101,5 million retail clients. My sphere is - customer relationships, and my team develops from scratch the omnichannel workplace for contact center operators. Our application provides workplaces with text (chat) and voice (incoming and outcoming calls) communication with identified and non-identified bank customers. We have more than 5000 end users (operators and client managers), who handle up to 300 000 appeals from retail clients daily. There are more than 10 dev teams are working on our omnichannel platform, and the rollout is in progress.My responsibilities in business processes are: - integration with telephony services (Avaya); - client identification and authentication; - providing information about product profiles; - providing active operations with bank products; - role-based access control for contact center operators and client managers; - designing the workplace for business administrators (managing splits, user responsibilities, etc.).In my work I am: - Identifying and collecting requirements from different sources - both structured BRDs and unformalized stakeholder requests; - Preparing specifications describing a technical implementation of requirements, including integration flows, data models, UI specifications, etc. - Working in cooperation with enterprise and solution architects, UX designers, frontend and backend developers; - Designing integration schemas involving multiple systems with different types of integration mechanisms; - Validating requirements from other teams as an expert in the whole application; - Conducting onboarding meet-ups for analysts, developers, and QA form new teams; - Participating in the whole application UI redesign; - Preparing acceptance criteria and providing quality assurance; - Participating in the preparation of the What's new articles for end-users; - Participating in end-users interviews and Gemba.

Leader of the Oracle Siebel CRM analysts team (40+ members), corporate banking business of the largest Russian bank. The Bank has 2,9 million corporate clients in Russia and up to 15 000 offices. My team was responsible for the customization of the Oracle Siebel CRM Financial Services for corporate business, e.g. these processes: - corporate credit process for different types of clients; - activity and event management; - user responsibilities and access right administration.In my work I: - led the most complicated tasks and stories, e.g. with tricky requirements and complex stakeholders; - helped the release teams with collecting, structuring, and optimizing requirements; - validated requirements from other analysts as an expert in the whole application and original Oracle Siebel functionality; - led the migration to Confluence and Jira (transferring all BRD and project documentation); - estimated and planned releases; - led the process of staffing analysts in product teams and releases; - led the onboarding of new staff in the business area; - led staff training, casting, and qualification; - led subcontractor staff selection.

Large Russian integrator company with more than 1000 employees.My achievements are:- Gained Oracle Siebel CRM Consultant certificate;- Participated in 7 Oracle Siebel CRM implementation projects and 1 SAP CRM implementation project in different Russian banks and insurance companies;- Participated in presale activities;- Managed onboarding and educating newcomers, also developing education programs, materials, and final tests.