Maria Sycheva Email & Phone Number

Netherlands

- developed new business processes for the company's own CRM system, designed and created new modes in the service product for more than 200 employees- analyzed and described (AS IS) processes existing customer service and identified areas for improvement- moved the product from an MVP to the fully usable product reaching 107% of the registrations KPI for a year in 6 months - successfully managed the migration of the service support department of finetech bank-- significantly increased the speed of request processing, reduced the number of repetitive processes and reduced the cost of customer service- compiled functional requirements for developers on the implementation and improvement of a new product that increases the efficiency of employees- conducted user needs assessments, created project plans, roadmaps, CJM and CSAT of the product and collaborated cross-functionally to develop and implement new processes and metrics- Negotiated with the stakeholders to select most promising team projectsAchievements:- managed the entire process of complex relocation from one CRM system of the premium service department to a developed our own product, which led to a 20% increase in employee productivity- prepared new processes were created to track performance, which led to a 15% reduction in maintenance costs for legacy processes.

Москва, Россия

- experience in market analysis, product strategy development, and process optimization.- skilled in writing functional requirements and developing technical documentation.- successfully implemented projects to automate processes and optimize back office functions.- launched and localized products, created and implemented pricing and product philosophy.- strong communication and partnership-building skills to develop relationships with stakeholders, key opinion leaders, and users.- developed a loyalty system and a strategic model to increase the portfolio of orders in the market.- continuously improving expert knowledge and training project teams and users for successful product launches.- conducted competitive analysis and monitored industry trends to meet evolving customer needs.- coached and trained junior team members while providing support to other team members as needed.

Москва, Москва, Россия

Москва, Россия

Москва, Россия