I lead a dynamic team of business analyst and product analysts focused on enhancing customer retention and reducing churn rates in our credit card portfolio. Key Responsibilities:• Develop and implement data-driven strategies to identify and address the factors contributing to customer attrition.• Collaborate closely with cross-functional teams, including marketing, customer service, and technology, to create targeted initiatives aimed at improving customer satisfaction and loyalty.• Analyze customer feedback and behavior patterns to inform product enhancements and features that meet evolving market needs.• Monitor key performance indicators (KPIs) related to churn and retention, providing actionable insights to senior management.• Facilitate regular team meetings to brainstorm innovative solutions and share best practices for engaging and retaining customers.Achievements:• Successfully reduced churn rate by NDA% over a year through strategic initiatives and enhanced customer engagement programs.• Led the development of a comprehensive customer feedback loop that improved product features based on user insights.I am passionate about leveraging data analytics to drive meaningful improvements in the customer experience and contribute to the overall success of our credit card products.

Conducted thorough analysis of current business processes, systems, and workflows to identify gaps, inefficiencies, and opportunities for improvement.Collaborated with stakeholders to elicit, document, and prioritize business requirements, ensuring alignment with organizational goals.Utilized analytical tools and techniques to extract, manipulate, and interpret data sets, providing valuable insights and recommendations to support decision-making.Proposed innovative solutions and strategies to address business challenges, aligning with industry best practices and leveraging technology where applicable.Created comprehensive functional and technical specifications, user stories, and process maps to facilitate effective communication and enable successful project implementation.Collaborated with business users, IT teams, and other stakeholders to define project scope, manage expectations, and ensure successful delivery of solutions.Developed and executed test plans to validate system functionality, ensuring quality and adherence to requirements before deployment.Monitored key performance indicators (KPIs) and metrics, proactively identifying areas for improvement and driving initiatives to enhance operational efficiency.Provided guidance and support to end-users, assisting with system onboarding, training materials, and post-implementation support.Stayed up-to-date with industry trends, emerging technologies, and best practices in business analysis, contributing to the continuous enhancement of business processes and methodologies.

Providing assistance to employees who relocated to Kazakhstan by writing guides, organizing meetups, consulting on legal, immigration, and financial issues, and assisting with accommodation.

Created a knowledge base for a personal assistant service consisting of 400+ pages and implemented processes for its updatesDesigned and developed a training course for agents from scratchImproved the onboarding and data collection process

Increased eNPS in SMM support by 13.5%Introduced Tone of Voice for public responses

Development of support motivation linked to service metricsPreventive work with subordinates crisisCombined with PM role: led product and cross-service projectsBrought insights from users to production

Product bugs localization at the level of microservices or even specific lines of code. Technical support of company products, interaction with developers, project and product managers and CTO. Participation in the construction and integration of the department in the company's business processesMoved from PM to retrain as a developer

Worked with group of developers and accountant's to solve tasks connected with banking, accounting and auditAlso tried myself as a Product Manager: Thanks to me, Rocketbank issues and serves accounts for non-Russian citizens

I've created a completely new learning process for new employees. Old one was capped, while we have to grow about 10 times faster.New educational pipeline helped us to prepare new support specialists in a short time and in the absence of teachers. Idea was very simple: we introduced courses, which solved most of our problems

Moved from Junior to Senior Support Specialist

Started as Junior, I quickly got into work and gained cool results

Community building in client's groups. Simultaneously working on 16 projects at 31 group in 4 social networks (Instagram, Vkontakte, Facebook, Odnoklassniki). Introduced the practice of using Telegram Bots for new comments notifications and for reducing answer delay. As a result - average answer time reduced by 60%.

Controled hundreds of campaigns with thousands ads. Result of my work was twice grown CTR in some campaigns in Yandex.Direct. I learned how to expertly create advertising campaigns using Excel. Thanks to my work, sales in regions were increased by 15%.

Worked on the creation of mass media project (under NDA), but the project was closed.

Inspection of power equipment, work in shift schedules. Retired after invitation to work in a more interesting field of digital marketing.

Sales during night, writing reports on the financial activity of the store, customer consultation, the reduction of conflicts to a minimum, installing and configuring client devices.For half-year work I didn't get anything in complaint book

Competently and efficiently perform work on customer service in accordance with the standards and requirements of the company.

Worked hard to get my first money :)