Olga Borodina Email & Phone Number

Limassol, Cyprus

- Working with UI texts: headers, buttons, context menus, tooltips, notifications, error messages, definitions, disclaimers - Creating new texts and editing existing ones in Russian and English for multiple products- Collaborating with proofreaders, product managers, designers and localization managers- Maintaining the multi-product text database, enriching the glossary, creating a Russian style guide and improving the English one- Researching trends in UX writing, optimizing processes and improving workflows

Moscow, Russia

- Developing chat- and voice bot scripts and logic- Improving HelpCentre structure and creating content for FAQ - Supporting product launches from Customer Support side - Proofreading and improving chat and email answer templates - Ensuring adherence to the company's Tone Of Voice across all support channels- Tracking content performance metrics, identifying weak spots and working out efficient solutions- Developing process enhancements aimed to improve user experience- Supporting content plan development and prioritizing updates to ensure that content strategy is aligned with the company's business goals- Collaborating with other departments and product teams to create the best customer relevant content

Moscow, Russia

- Working on App content: stories, banners, news posts- Translating and editing App interface content from the Global team and creating content from scratch for country-specific issues and features (texts, video scripts, infographics)- Supervising video production- Validating externally created content- Managing community relations within the App and application stores- Managing user communication (push, in-app, SMS, email)- Monitoring content performance- Supporting content plan development together with the product managers- Working with business stakeholders to gather relevant and accurate content to enable the App content strategy

Moscow, Moscow City, Russia

- Content creation for a range of support channels (Articles on the company website, Agent templates, Chatbot) in Russian, English and Dutch- Translating content from the Global team and creating it from scratch for country-specific issues- Proofreading externally translated content- Tracking content performance metrics and prioritizing updates to ensure that content strategy is aligned with the company's business goals- Development of process enhancements aimed to improve user experience- Interaction with other departments, product teams and local support teams

Moscow, Russia

- Supervision of a 15-people client support team- Day to day team management: task assignment, resource allocation, planning and prioritizing- Weekly quality checks of the agents supervised - Control of the KPIs- Regular reporting on progress and team work status- Identification, analysis and implementation of process improvements- Assistance in training junior Customer Support Agents

Moscow, Russia

- Providing client support in Dutch, English and Russian via chats, email and social media - Creating answer templates to improve efficiency and user experience- Maintaining strong and stable performance in order to meet the KPIs and SLA set by the Client- Monitoring customer complaints and feedback; sharing the data with the management

Moscow, Russia

- Paperwork management- Document translation- Preparation of analytical materials: reports and presentations in Russian and English- Cataloguing documentation related to the bank’s terminated correspondent relations

Moscow, Russia

- Paperwork management- Document translation- Quality control of the delivered data, supervision of the department’s database

Bachelor'S Degree, Economics

Economics

International Exchange Program