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Experience level:
3-5 years
Education level:
Languages:
Russian: Native
English: B2
Serbian: A1
I bring a rare mix of legal precision, hospitality leadership, and remote customer support experience. Over 4 years across courts, restaurant management, and chat banking — I’ve learned to be both disciplined and people-focused. I solve problems fast, meet KPIs (90%+ satisfaction, <45 sec response), and adapt quickly. Currently studying molecular biotechnology, which sharpens my analytical thinking. Ready to relocate to Serbia.
Managed daily operations of two venues: opening/closing procedures,
equipment checks, cleanliness standards.
Recruited, trained and supervised baristas, cashiers, and waiters (up to 12
staff).
Created shift schedules, monitored attendance, and introduced a bonus
motivation system – reduced staff turnover by 30%.
Handled all guest complaints and suggestions; implemented service
improvements that raised online ratings.
Controlled food and coffee bean inventory, conducted weekly stock takes,
minimized write-offs by 20%.
Analyzed menu profitability and adjusted prices/promotions – increased
average check by 15%.
Ensured compliance with sanitary norms (SES), fire safety, and labor
regulations.
Led a team of 15+ (waiters, bartenders, hostesses, kitchen staff) in a
high-volume restaurant.
Organized banquet events and corporate parties for up to 100 guests (menu
coordination, décor, billing).
Managed guest reservations via phone, online systems, and messengers;
optimized seating during peak hours.
Processed cash reports, supervised cash collection, and prepared daily revenue
statements.
Maintained relationships with suppliers, ordered consumables (tableware,
detergents, textiles).
Controlled sanitation and hygiene standards according to SES requirements
Prepared civil and administrative cases for hearings: verified documents,
issued summons, managed court calendars.
Drafted and finalized court protocols, executive writs, and court orders within
strict legal deadlines.
Maintained case movement records, filled statistical cards and electronic
databases (automated court workflow systems).
Coordinated with bailiff services, court clerks, and other judicial bodies to
execute court commissions.
Ensured confidential handling of case materials and compliance with Russian
procedural codes.
Used legal reference systems Consultant+ and Garant to analyze court practice.
Senior Specialist (Chat Support)
Gazprombank – Department of Service and Remote User Support
2025 – 2026
Provided remote customer service via text chat for retail and corporate banking
clients.
Resolved inquiries about banking products, card transactions, fees, and online
banking (DBO) issues.
Handled complaints and disputes professionally, reducing escalation to phone
support by 20%.
Followed strict data protection and anti-money laundering (AML) regulations
(Federal Law 115).
Met weekly KPIs: response time 90%.
Documented all cases in CRM and reported recurring issues to
legal/compliance team.
Provided remote customer service via text chat for retail and corporate banking
clients.
Resolved inquiries about banking products, card transactions, fees, and online
banking (DBO) issues.
Handled complaints and disputes professionally, reducing escalation to phone
support by 20%.
Followed strict data protection and anti-money laundering (AML) regulations
(Federal Law 115).
Met weekly KPIs: response time 90%.
Documented all cases in CRM and reported recurring issues to
legal/compliance team.
ustomer support (chat banking)
KPI achievement: satisfaction >90%, response time <45 sec
Dispute resolution and client communication
Legal documentation and court record management
Team leadership (up to 20 people)
Inventory, accounting, average check increase (+15%)
Staff retention improvement (–30% turnover)
Fast learner: law + molecular biotechnology background
Relocation ready: Serbia (Belgrade / Novi Sad)
Languages: Russian (native), English (B1–B2), Serbian (A1, learning)