Dmitrii Utkin Email & Phone Number

RocketBank ExperienceDelivery Courier for Banking ProductsRocketBank, MoscowAugust 2017 – June 2018 (10 months)Initiated role as a delivery courier for banking products, including bank cards and insurance policies.Responsibilities included timely courier delivery to customer addresses, informing clients about product conditions and fees during delivery, assisting in setting up the banking application, document completion with clients, and data exchange with the central office.Customer Support SpecialistRocketBank, MoscowJune 2018 – March 2020 (1 year 9 months)Transitioned to the Customer Support department after 10 months in the delivery courier role.Progressed from intern to senior support specialist, handling complex queries in direct contact with back-office and operational teams.Acquired valuable experience and competencies, including managing negative customer experiences, teamwork, collaboration with bank departments, handling complex payments, configuring anti-fraud systems, team management, training interns, time management, and UX bug reporting (interaction with the bank's IT department).Project ManagerRocketHelp, MoscowNovember 2021 – February 2022 (4 months)Engaged in business services, focusing on consulting, call centers, dispatch services, and quality control, expertise, testing, and certification.Managed the position of Project Manager, responsible for conducting support audits, analyzing and processing data obtained during audits.Systematized support work processes, designed a scalable layout for service support, and implemented a motivation system.Contributed significantly to the reform of investment support, shaping the current appearance of Raiffeisen-Bank's Investment Support.Led the overhaul of mechanisms and processes, introduced KPIs and SLAs using local rulebooks and standards, added more structure, motivated the team by changing the grading system, and provided opportunities for vertical growth into adjacent departments.Senior Technical Support SpecialistGratitude Systems LLC, Moscow, netmonet.coAugust 2022 – July 2023 (1 year)Managed and resolved customer inquiries through various channels, including calls, chat, and email.Collaborated with cross-functional teams, providing support and guidance.Conducted training sessions for new support team members, ensuring a smooth onboarding process.Proactively assisted in the analysis and optimization of support processes.Handled outbound calls to address customer requests and concerns.

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