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

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:

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

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

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

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