Dolgovoy consultant LLC, St Petersburg (RU) – Head of Mortgage Loan Support Department
SEPTEMBER 2018 – DECEMBER 20232 JOB RESPONSIBILITIES:
– Manage an office and remote team of specialists; – Full cycle of mortgage loan support;
– Negotiations with current clients and conclusion of deals with new partners.
KEY ACHIEVEMENTS:
– Established a successful division from scratch;
– Loan volume under management of approximately EUR 20 million – 20+ partner financial organisations in Russia, China and EU
KIT Finance Capital, St. Petersburg (RU) – Team Leader Contact-center, business trainer
NOVEMBER 2015 – SEPTEMBER 2018
JOB RESPONSIBILITIES:
– Developing, organising and conducting training for various categories of managers (including call centre) in accordance with Russian legislation;
– Conducting analytical work (collection of queries, preparation of reports);
– Management of the contact centre staff (30+ employees).
KEY ACHIEVEMENTS:
– – Created a training and development system for call centre employees from scratch;
– – Created from scratch the entire call centre infrastructure (from idea to working product)
– – Optimised the workload per employee, which saved about 20% of the hiring budget
Citibank, Ryazan (RU)– Training Officer SEPTEMBER 2014 – OCTOBER 2015
JOB RESPONSIBILITIES:
– Development of training programmes (trainings, seminars, workshops, coaching sessions);
– Adaptation, training and development of personnel;
– Holding training events for different levels of management; KEY ACHIEVEMENTS:
– Conducted more than 50 sessions (welcome trainings for bank employees in groups of 5-30 people);
– Developed an appraisal system (full methodological support and an appraisal package from the form of the appraisal to the evaluation system);
– Successfully implemented measures to transfer employees to other divisions (“Team to team”, “Transfer to Staff”) – more than 70 sessions were held.
Citibank, Ryazan (RU) – Senior Payment Control Specialist OCTOBER 2013 – SEPTEMBER 2014
JOB RESPONSIBILITIES:
– Conducting telephone conversations with clients;
– Collecting overdue debts on credit products of the bank’s clients;
– Fulfillment of quality standards set by the management for the month;
KEY ACHIEVEMENTS:
– In 3 months on the job, was promoted to lead specialist;
– Increased the profitability of the lending department by 12%.
