Tinkoff (T-bank) – bank, fintech Job: Senior Developer and Analyst – Voice and Chatbot Development
— Gathering, formalizing, and analyzing requirements for robots. Negotiating requirements and managing changes, including monitoring requirements changes to prevent inconsistencies.
— Developing scripts for voice and chatbots, visualizing them through Adobe XD, and documenting them using BPMN.
— Optimizing and testing existing voice and chatbots, as well as creating new ones using a low-code editor. Over 30 robots have been created across 20 different product directions.
— Collaborating with the development, QA, and dialogue designers teams during project implementation. Compiling project, technical, and user documentation in Confluence. Also compiling technical specifications for the development team.
— Quality checking bot performance: analyzing robot dialogues with customers, identifying ways to optimize them to meet conversion goals. Improved robot performance by 30% through quality checks.
— As a team lead: supporting employees’ work cycles, participating in recruitment, and mentoring 2 junior developers, resulting in a 22% increase in robot coverage area. Years of work: Jul 2022 – Dec 2023
Tinkoff (T-bank) – bank, fintech Job: Business/System Analyst – Business Process Department
— Gathering and analyzing project requirements. Conducting research on third-party systems for integration feasibility and complexity. Collecting, formalizing, and analyzing product and software requirements. Analyzing business process issues and providing solutions.
— Conducting interviews with clients. Formalizing clients’ business requirements into technical specifications, user stories, including use of textual descriptions, screen prototypes, and BPMN notation.
— Gathering project, technical, and user documentation in Confluence. Creating technical tasks and specifications for the development team. Collaborating with the development, QA, and design teams during project work.
— Writing and maintaining API documentation.
— Conducting regular reviews of systems to improve their performance and optimize services. Maintaining project requirements up to date leading to 15% higher efficiency.
— As a team lead: supporting employees’ work cycles, participating in recruitment, and mentoring 10 junior analysts. Years of work: Nov 2019 – Jul 2022
Tinkoff (T-bank) – bank, fintech Job: Quality Assurance Specialist – CRM Department
— Conducting functional, integration, regression, and UI testing. Performing integration testing on production according to checklists.
— Localization, registration, and verification of defect fixes in the production environment. Collaborating with the support team on user inquiries, validating issues, determining the cause of malfunctions, and assigning tasks for development.
— Interacting and collaborating with the project team (developers, analysts, managers, DevOps engineers and support) on planned releases, testing new product functionality on production.
— Writing and maintaining test documentation in Confluence (TM4J).
— Checking functionality through automated bug reports plus monitoring bugs in production via Grafana and Kibana. Bug localization and transferring bug reports to development teams.
— Writing test cases for complex systems in TestRail.
— Reduced software bugs by 18%.
— Development and writing of automated tests for the most popular sections and features leading to 20% reduction in manual testing effort. Years of work: May 2017 – Nov 2019
MTS – telecommunications Job: Customer Service Representative – Customer Service Department
— Handling inbound customer inquiries via phone and provide accurate, satisfactory answers to their queries and concerns.
— De-escalating situations involving dissatisfied customers, offering patient assistance and support
Identifying and resolving customer issues efficiently by demonstrating strong active listening skills and empathy.
— Guiding callers through troubleshooting, navigating the company site or using the products or services.
— Reviewing customer or client accounts, providing updates and information about billing, product
information and other account items.
— Collaborating with with team members to share best practices and improve customer service.
— Training new employees and informing them about the company’s customer management policies.
— Consistently meeting performance metrics and exceeding them, including average handle time and customer satisfaction scores.
— Received multiple “Employee of the Month” awards for outstanding performance and customer
feedback. Years of work: Oct 2014 – May 2017
Edicuation:
Samara State University of Economics Specialisation: Economics Graduation year: 2014
Key skills:
Test cases, Swagger, SQL, Adobe XD, REST API, MageQL, BPMN, Data Analysis, Grafana,
Confluence, Kibana, Agile, Scrum, Postman
