Inese Romanova Email & Phone Number

Riga, Latvia

Providing high customer satisfaction through collaboration with partner in call services. Implementing solutions to enhance customer service and satisfaction based on data analysis. Managing call service procurement.

Riga, Latvia

Managing a project management team specializing in energy efficiency within multi-apartment residential building projects financed under EU funds. Collaborating with the Ministry of Economy and utility companies. Responsible for developing an efficient business model and ensuring high customer satisfaction. Leading the implementation of new programs. Leanding team of 11 employees.Achievement: Employee of the Year 2022.

Riga, Latvia

• Business development in Business segment area across the Baltics (segment portfolio – 60k customers with income up to 5kEUR per year). Target setting. Creation of offers for specific target groups• Market and competitor offering analysis and research. Launch of new product in the Baltic market: E-commerce platform. Business plan setting and launching in the market• Customers’ experience improvement; to provide interviews with customers to improve a lending page and internal processes. Achievements: Analysis of customers’ expectations followed by business process improvements which resulted in customer applications and use of service ratio increase by 15% Gained knowledge about the Baltic market and cross border collaboration.

Riga, Latvia

• Team leadership (15 employees and 9 managers)• Set and follow up on business target (KPI) execution. Budgeting & financial control • Develop different business scenarios and strategies• Develop and maintain relationships with bank’s key customers• Managing the change process to keep talented employees, customers and incomes.Achievements: Leadership score 91 (of 100) Customers’ satisfaction- above 90% (customers feel welcomed and evaluate employees financial knowledge) Transformation of Customer Service Centres to new concept, as a result decreasing costs by 80%, but keeping the income level.

Riga, Latvia

• Team leadership (up to 50 employees)• Changed customers experience from on site consultation to giving full consultation and signing agreements remotely (including Skype consulting)• Sales target setting, follow up, control• Customer service quality controlAchievements: Consumer and mortgage loans remote issuing implementation – reached volumes in consumer loans +30% and mortgage loans +20% out of all issued credits across the bank  Customer service training model implementation to network of Customer Service Centers (B2C) Competence model development, implementation and trainings. Customer satisfaction score NPS increased by 25%.

Riga, Latvia

• Team leadership (up to 12 employees)• Branch financial target setting, follow up & control• Relationship building with new customers and existing customers• Analysis of business customers’ finances and presentation of recommendations to credit committee. I was entrusted to prepare and present credit recommendations of the amount up to 711kEUR (only 2 managers from 16 had such rights)Achievements: Initiated and organized workshops for business customers about various relevant topics (B2B) Took part in creating the Program for sailor segment, implementing it and establishing relationship with main organizations of this segment, as a result 40% of all sailors became bank’s customers  Received awards „The best branch in Riga” 3 times, „The best manager of Customer Service Centre” „The leader of the year”

Master'S Degree, Economics

Bachelor'S Degree, Banking Economy

Bachelor'S Degree, Materials Sciences