Mariia Lobachenko Email & Phone Number

Wrocław, Dolnośląskie, Poland

As Onboarding Lead:• Onboarding Schedule creation, update and control to ensure smooth learning and harmonious team integration of new joiners• Onboarding and Offboarding and Internal Transfer end-to-end process coordination• Collaborating with the Product Team Onboarding Lead to deliver impactful cross-team training sessions and presentations• Preliminary Screenings and Interviewing, identifying top-tier candidates and maintaining a high-quality talent pipeline• Mentoring newcomers in calls and ticket handling, effectively improving their proficiency in CRM usage and service delivery• Providing regular feedback to new team members, contributing to their professional development and team results• Developing and administering tests and assignments to track new team members' progress• Providing regular feedback on new team members' growth to team management• CSAT and Quality Control checks for calls and tickets and following up with new team members• Creating New Team Procedures & adding relevant descriptions for KB, enhancing operational clarity and efficiencyAs Billing Lead:• New Products Onboarding coordination to ensure seamless integration• Handling L2 Escalations, ensuring prompt and effective resolution of billing-related issues• Maintaining an up-to-date Knowledge Base, empowering team members to learn• Participation in CRM design improvements• Cross-team communication with payment, legal and other products support teamsAs Phone Support Lead:• Regular CSAT and Quality Control checks for team results improvement• Handling L2 Escalations, addressing complex customer concerns and resolving conflictsAs Shift Lead:• Effectively monitoring team load and incoming traffic, optimizing team operations and ensuring the required service level

Kyiv, Kyiv City, Ukraine

As Billing Lead:• Resolving Billing Escalations (L2 tickets)• Mentoring new team members• Managing Chargeback Prevention project & Refunds management• Delivering Corporate Onboarding Presentations to newcomers on Support Team role in the company• Updating Knowledge Base (creating articles from scratch & keeping up to date the existing ones)As Phone Support Lead:• Handling Phone support escalations & Supervisor calls (L2 calls)• Delivering Trainings for newcomers• Regular CSAT checking & following up with Team members

Kyiv, Kyiv City, Ukraine

• Handled customers' requests via Tickets & Calls within set quantitative and qualitative KPIs• Managed Extra tasks: Fraud checks (daily) Chargeback prevention (daily) Cross-product customer access provisioning (USL)

Kiev Region, Ukraine

• Calculation of allowances and NPL on the monthly basis• Delivery of regular risk reporting to Executive Management and other stakeholders• Conducting thematic reviews and providing analytical insights into specific risk areas (operational, credit, interest rate, FX, market, liquidity, reputational and other risks of the company)• Performing activities within operational risk framework (risk events database, self-assessments, business continuity etc.)• Tracking portfolio performance along key credit metrics (e.g. payment behaviour, defaults, high risk concerns, etc.)• Participation in budgeting and audit procedures• Profit analysis of new promotion activities

Kiev Region, Ukraine

• Contact person for corporate clients in daily business;• Several core projects handling such as customer questionnaire and Austrian procedures implementing in Ukraine;• Solving conflict and non-standard situations associated with support of customers;• Utilize customer care skills to train junior employees to make sure clients needs are satisfied in full and timely;• Regular presentation of department procedures to sales team newcomers

Kyiv, Ukraine

• Effectively respond to customer requests regarding financial matters and contract administration via phone, e-mail and in person• Resolve simple to complex issues including calculation mistakes in invoices, delays in service provision, company policy restrictions etc.• Utilize customer care skills to train junior employees to make sure clients needs are satisfied in full and timely

Kyiv, Ukraine

• consulted existing clients via phone and e-mail • handled incoming phone calls ( up to 100 calls per day)• performed outcoming (“cold”) calls to existing clients regarding company proposals• participated in after-sales communication with new clients• issuied invoices, permissions, references and any other documents on demand• assisted with company archive management• organized special-offer materials distribution to clients

Kyiv, Ukraine

• answered various clients' requests via e-mail and online customer support system• prepared documents on request• handled incoming mail

Kyiv

• implemented and maintained hiring/firing/transfer documents systematization• established smooth cooperation with bank regarding external economic operations• budgeted and organised business trips for management of the company• issued invoices, service acceptance certificates, income statements• managed cash flow records• conducted payments via client-bank system both within Ukraine and abroad according to the payment schedule• conducted soft collection for outstanding invoices• assisted during hiring process and carried out preliminary interviews • found and trained new assistant for substitution

Kyiv, Ukraine

• issued invoices and managed cash flow records• assisted during hiring process and carried out preliminary interviews • managed office needs within the budget• represented company at state organizations