Industry: online school for gardeners. RESPONSIBILITIES: - Working with CRM Bitrix24: setting up funnels and robots, analyzing capabilities and integrations, managing data and addressing bottlenecks in processes. - Creating documentation: technical specifications, user stories, and use cases. - Planning sprints for tasks. - Training and consulting employees on process-related questions and the use of Bitrix24, GetCourse, OnlinePBX, and Telegram-bot. - Conducting meetings and discussions with the team to analyze and discuss current tasks and their solutions. - Using BPMN 2.0 in Miro to develop and optimize business processes. - Conducted an evaluation and analysis of information systems to choose the optimal CRM system for the company. ACHIEVEMENTS: - Created and set up processes in Bitrix24, which increased the efficiency of customer service by an average of 25% and reduced the time spent on routine tasks. - Implemented Notion for maintaining a knowledge base on core processes, with a breakdown of all information systems used in the company for employees. - In 2.5 months, I was able to gather requirements from the business and launch a Telegram bot with integration into Bitrix24 with the development team, to connect students (clients) to the relevant online school groups and remove them from the school upon expulsion.

Industry: buying, selling, and exchanging apartments in Moscow and the Moscow Region.Number of employees: ~400 RESPONSIBILITIES: - Compiled technical requirements for the TG-bot (gathered functional and non-functional requirements, metrics for further analysis of inquiries). - Updated process diagrams in UML notation (Miro) for the commercial department, including processes related to buying, evaluating, and selling real estate. - Described tasks for the development team related to changes in the AMO.crm processes. - Monitored the completion of tasks assigned to the development team. - Collected and analyzed a backlog of improvements in AMO.crm. ACHIEVEMENTS: - Developed an effective and accurate technical specification for the TG-bot, which improved the analysis of inquiries and overall productivity. - Was responsible for the monitoring and completion of development tasks, ensuring timely and quality delivery. - Reason for leaving: Unexpected staff reductions in the department occurred in early 2022.

Industry: online education in IT. The company has around 1300 employees. RESPONSIBILITIES: - Gathered functional/non-functional requirements, helped with process formation for internal customers. - Conducted CustDev. - Compiled documentation on company processes (instructions/regulations). - Gathered process diagrams in BPMN 2.0 notation - As Is / To Be, using Miro. - Configured low-code processes in CRM for internal customers (departments: Management, AHO, HR, Support, Document management). - Tested created processes before handing them over to customers, recorded screencasts of testing. - Trained employees (initiators/responsible parties/performers) on new functionality, processes. - Communicated with CRM support for better solutions to implement processes and correct system errors. - Gathered backlogs (reports) on employee requests (errors/adjustments for CRM). - Maintained and improved launched processes in CRM. - Formulated sprints for developing/improving processes and task execution. ACHIEVEMENTS: - Developed and launched processes in the HR department (employee/expert search request, vacation, sick leave, onboarding, termination, etc.). - Regulated and launched processes in the Customer Support department (SUPPORT): a) Refund request for students: over 2500 inquiries processed in 1 month, SLAs created for each request, and analytical reports produced. b) Creation of education certificates for students. c) Feedback collection from students - around 250 inquiries collected in the first week, manual transfer of requests to responsible parties eliminated, and SLAs introduced for request processing time analysis. - Regulated and launched a process in the Management department (Security) for opening/closing employee access to company services (before the process was implemented, initiators (employees) created tasks in different projects without a prescribed regulation, and the number of requests was analyzed).

- Administered employee accounts, ensured operation of CRM system and mobile application based on SalesForce- Processed technical requests from employees, performed application diagnostics and provided solutions- Created instructions on how to work with applications and fix errors- Analysed and collected backlog of incidents (requests)- Escalated employee requests for fixing / testing to the next level (GitLab)- Participated in the planning of updates to the CRM systemAccomplishments:- Optimised analytics in Excel using formulas: summary tables, VPRs, GPRs, SJPROBELS- Developed a knowledge base and regulations for working with CRM-system in SharePoint- Started working with XML-files and finding errors in them- Compiled weekly reports for the area manager on crm system performance.Reason for leaving: I received an offer from Mail.ru (VK) for the position of business analyst, I prioritised development in business analysis and process automation.

- Managed a regional (outsourced) contact centre team of 10 to 15 people, depending on the workload- Shaped and distributed the workload to employees (calls, chats, support requests, tasks in Jira)- Conducted analytical work on key indicators of the department (CSAT, CVR, SLA, FCR, etc.).- Controlled the quality of operators' work: listening to calls, checking chats, analysing processed orders and requests.- Created KPI system for specialists, tracked CSAT, ETA, CVR, SLA, etc.- Tested new functionality for tracking corporate orders implemented by developersAccomplishments:- Maintained personal and team SLA and KPIs for calls, referrals, help desk (CSAT > 4.96, CVR > 95%)- Conducted CustDev and developed in-house process for tracking B2B orders and on-time vehicle delivery- Created specifications for the development department on call and order processes- Trained staff in my department and colleagues from other departments on new call and order functions