Daria Kasatkina Email & Phone Number

Moscow, Moscow City, Russia

Avito is the largest classified website in the world with more than 364 million visits and more than 1,1 million support enquiries monthly. I am currently in charge of product discovery and delivery at Avito Helpdesk and Help Center. Highlights:Launched an in-house JSSIP-based softphone for 1500+ voice customer support agents:* Saved $$ on vendor licenses for the agents;* Avoided vendor lock and mitigated end of support from previous vendor;* Shortlisted as one of the… Show more Avito is the largest classified website in the world with more than 364 million visits and more than 1,1 million support enquiries monthly. I am currently in charge of product discovery and delivery at Avito Helpdesk and Help Center. Highlights:Launched an in-house JSSIP-based softphone for 1500+ voice customer support agents:* Saved $$ on vendor licenses for the agents;* Avoided vendor lock and mitigated end of support from previous vendor;* Shortlisted as one of the best customer service tools of 2023 by CCGuru Awards.Improved customer support voice line routing accuracy by implementing a new ML-based routing model to reduce spending on incorrectly routed calls;Experimented with the Help Center enquiry classifier to reduce the number of return enquiries and increase first contact resolution rate. Enquiry flow reduced by 6,5%, saving up to 2000 hours of agent handle time monthly.Currently working on empowering customer support specialists and increasing customer support satisfaction with LLM-based tools. Show less

Moscow, Moscow City, Russia

Tinkoff is a top-3 retail bank in Russia, named Most Innovative Digital Bank in Central and Eastern Europe at 2021 World’s Best Digital Bank Awards and awarded Bank of the Year in customer care based on user reviews in 2021.Built and grew a new customer support knowledge base service from 0 to 30k MAU from scratch:* Moved the customer support agents from a highly unstable legacy service;* Increased the content search precision in knowledge base and support help bot by 10% by… Show more Tinkoff is a top-3 retail bank in Russia, named Most Innovative Digital Bank in Central and Eastern Europe at 2021 World’s Best Digital Bank Awards and awarded Bank of the Year in customer care based on user reviews in 2021.Built and grew a new customer support knowledge base service from 0 to 30k MAU from scratch:* Moved the customer support agents from a highly unstable legacy service;* Increased the content search precision in knowledge base and support help bot by 10% by moving to ElasticSearch.Helped the product team in my business unit adopt the more data-based approach to hypotheses and testing by rolling out Amplitude and creating event hieararchies for the products:* Unlocked the ability to use A/B testing in our products with less spending of engineers’ time. Show less

Moscow, Russian Federation

Modulbank is a top-10 bank for SME in Russia, with more than 200k businesses as their user base.Managed connection of the bank to Visa B2B (Swift alternative service) to save $$ on currency transfers for the clients by switching to a payment service not requiring usage of a third-party partner bank:* Conducted market research of Swift alternatives and chose Visa B2B as a potential partner;* Together with the team of financial analysts created a PNL model to evaluate the… Show more Modulbank is a top-10 bank for SME in Russia, with more than 200k businesses as their user base.Managed connection of the bank to Visa B2B (Swift alternative service) to save $$ on currency transfers for the clients by switching to a payment service not requiring usage of a third-party partner bank:* Conducted market research of Swift alternatives and chose Visa B2B as a potential partner;* Together with the team of financial analysts created a PNL model to evaluate the potential value in the agreement;* The bank was connected to Visa B2B in 2021. Show less

Amsterdam Area, Netherlands

I was in charge of referral user acquisition at bunq.* Added the client referral links to their personal payment/transfer pages to promote user acquisition via referral channel.

Moscow, Russian Federation

Rocketbank was a digital mono-product retail bank. I launched user acquisition projects from scratch collaborating with a variety of businesses and events, such as Disney and Sziget music festival, and multiple stakeholders inside the company, from legal department to design and development teams.

Москва, Россия

* Relaunched the company blog turning it into a brand media focused on SMM from scratch;* Hosted SMM workshops for the customers and at industry events.

Москва, Россия

* Wrote 4 articles for Tinkoff Journal in Russian; * Wrote and edited newsletters (promo and trigger) and promo pages for SME and Collection divisions;* Created a style guide for SME email marketing department.

История, 4

Intern, History/Political Science, A-