Head of the analytics department in Customer Service, leading a team of 10 analysts.Time series modeling, predicitve analytics, reporting key business and operational metrics, creating and sustaining datamarts, supporting new features and products launch from cs analytical standpoint (new and updated metrics, predicitng workload for cs agents and supporting staff, changes in budgets and hiring), strategy development, cs budgeting (direct and indirect costs), sheduling cs agents shifts, complying with COPC standart for international certificate audit in part of Table F, cross-functional interactions.

Leading a team of 5 (1 data analyst, 1 ml tech lead, 3 ml engineers), managing predictive, classification and segmentation model development and production, owning machine learning and analytical product features of the customer success management platform (such as predicting account health scores, customer engagement, topic-labeling of emails, analytical dashboards, customer lifecycle stage detection). Sustaining and enhancing ml-development business processes, presenting results to higher management, preparing pre-sales and marketing materials, developing new projects and research directions, supporting cross-functional interactions and release processes (sales, marketing, backend/frontend, implementation, security, devops. QA).

Analytical models development

Marketing & business strategy developmentMarket research & insightsCustomer behavior analysisBranding enhancementPricing and segmentation

CRM System development and implementationMarketing analysisBanking products promotionMarketing department coordination