PORTFOLIO: Online classifier for voice calls, Speech analytics in the network, Performance Management in the network and contact center, Operational reporting with PowerBI, WFM scheduling, Historical reporting of call center data.OBJECTIVE: Increase the efficiency of service and sales for network and contact center employees.RESPONSIBILITIES:- Managing a team of 7 product managers, a development team of over 20 people, and resources from 4 integrators;- Developing and implementing a strategy for analytics systems, identifying key user "pain points," managing business customer expectations, and overseeing team backlogs;- Creating a roadmap for implementing initiatives, decomposing tasks, forming work plans, and managing timelines and risks;- Overseeing vendor contract negotiations and budget allocation; quarterly management reporting for the project portfolio and organizing monthly demos.RESULTS:✔ Implemented automatic calculation of key service speed, consultation quality, and sales indicators for incoming calls, reducing report delivery time from 1 week to 1 day; ✔ Introduced speech analytics in 10 offices in Moscow, acquired equipment for scaling the system to 25% of offices in Russia, and increased the share of voiced pre-approved proposals from 46% to 80%; ✔ Deployed an online classifier for incoming requests in the contact center based on natural speech, allowing timely identification of potential incidents and reducing service time by eliminating manual topic selection; ✔ Relaunched the automatic calculation of sales gaps in Performance Management and established communication with network employees, resulting in a 4% increase in sales quality for focus products; ✔ Formulated a portfolio of project initiatives for 2022 in Agile format, calculated a positive financial model, resource needs, and prepared marketing materials to enhance sales and service efficiency in the contact center and network.

PORTFOLIO: Voice and text assistants, Sales bots in mobile applications and messengers, Genesys contact center platform, CRM for individuals, inforCRM for legal entities, Knowledge Management System for SkyOffice (legal entities), Speech analytics for legal entities.OBJECTIVE: Automate voice and text interactions without compromising the quality of customer service in the contact center.RESPONSIBILITIES:- Managing a team of 6 project leaders, a development team of over 15 people, and resources from 3 integrators;- Strategic planning for the technological development of customer service based on user needs;- Overseeing the full cycle of project initiatives;- Monitoring compliance with contractual obligations, budget management, resource allocation for the development team, and arbitration of resources within the project portfolio.RESULTS:✔ Implemented a UI constructor for business rules and launched a predictive voice assistant (IVR) that anticipates customer intent and navigates to personalized self-services, automating 30% of customer interactions and increasing sales conversion by 2%; ✔ Identified key needs across all business lines and convinced stakeholders of the feasibility of implementing a chatbot platform for further development within the bank, achieving 25% automation with minimal loss of service quality and launching sales bots in mobile applications and messengers; ✔ Migrated Bank Otkritie, Otkritie Broker, Rosgosstrakh, and RGS Bank to a unified technology platform (Genesys), optimizing costs for development, maintenance, and operation of contact centers by three times, and calculated expense allocation for the project across the Otkritie group; ✔ Streamlined processing of 87% of individual transactions in the contact center from non-targeted CRMs to a unified front-end solution, initiated processing of letters for legal entities in inforCRM, and managed claims processing in Jira.

PORTFOLIO: Voice biometrics for client verification, Knowledge Management System for the front line, Operational reporting with Oracle BI based on GoldenGate, Historical reporting for call center data, KPI-Online proprietary product.OBJECTIVE: Implement technological projects aimed at reducing service time and improving the quality of client consultations.RESPONSIBILITIES:- Managing 2 programmers, including the development of technical skills;- Developing complex SQL queries to calculate digital indicators, deploying and basic configuring system servers;- Overseeing the full project cycle from pilot execution, documentation development, project management, to system implementation;- Creating a roadmap, decomposing tasks, forming work plans, and managing timelines and risks;- Developing business and technical requirements for implemented projects, ensuring quality technical documentation.RESULTS:✔ Implemented voice biometrics for SuperVIP clients to reduce potential fraud and established a seamless process for collecting voiceprints; ✔ Launched a unified Knowledge Management System for the front line, ensuring consistent information delivery across customer touchpoints (contact center, network, and back office). This reduced employee training time and client service time; ✔ Developed the KPI-Online platform, which calculates key performance indicators in real-time across employees, managers, and contact centers. As a result, managers had more time for personnel development, as employees could independently monitor their productivity and motivate themselves for high performance.

RESPONSIBILITIES:- Managing 4 programmers, including the development of technical skills;- Identifying client needs and analyzing the feasibility of initiatives;- Setting and distributing tasks within the team;- Code acceptance and release deployment;- Programming in PHP, and markup in HTML/CSS and JS.RESULTS: ✔ Identified gaps in quality control processes, motivation calculations, and daily operations of line managers. Developed an MVP system and justified the feasibility of product development to enhance management efficiency. As a result, formed a team of programmers and automated most business processes, including preliminary bonus calculations, scaling the system across all contact centers.