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Work Background
Market PayHead of the Customer Operations
Jan. 2025Lithuania📌 Strategic Leadership: As a leader of a 12-person multinational team, I ensure the effective handling of all customer inquiries and compliance with KPIs and SLAs. 📌 Operational Excellence: proactively lead process improvements, optimizing platforms like Salesforce and Zendesk to resolve complex financial issues, including chargebacks and billing disputes. I also manage B2B back-office tasks and supplier invoicing.
📌 Merchant Onboarding: oversee the team's efforts in merchant onboarding, conducting KYC/KYB and AML screening to ensure full compliance with internal and regulatory standards.
📌 Performance Reporting: developed new KPI, backlog, and volume reports to provide clear, data-driven insights on our department’s performance to investors and C-level executives.
📌 Cross-Functional Collaboration: work closely with product, sales, and implementation teams to anticipate business needs, improve the merchant onboarding experience, and provide crucial feedback.
📌 Hiring & Training: manage the full employee lifecycle for my team, from conducting interviews and onboarding new hires to making final decisions on probation results.
📌 Provisioning Oversight: I ensure my team accurately provisions web, standalone, and integrated payment solutions, handling new stores and hypermarkets within tight deadlines.
TransferGoHead of Customer Care
Oct. 2021 - Dec. 2024Vilniaus, Lithuania* Empowering team to deliver better Customer Satisfaction, Long term loyalty and KPIs. * Continuously improve agents' quality by working with their Team Leaders. * Creating and maintaining a high-performing team, e.g. through coaching and feedback cycles. Hiring and retaining the best talents. * Optimizing team resources to meet customer expectations, ensuring allocation of resources vs. customer care needs, and providing guidance and structuring the work schedules.
* Key cluster contact to other departments of the company: Product, FinOps, Compliance, Legal, HR, Copy. * Structuring the customer’s feedback to identify areas of improvement, and communicating insights to PMs. * Initiating cross-functional projects to improve customer experience and retention (collaboration within operational departments, product, and legal). * Developing KPI reporting and making data-driven decisions for efficiency improvements.
* Led the cluster of 32 Customer Care agents and their TLs. * Conflict resolution and culture maintenance.
TransferGoCustomer Support Team Lead
Dec. 2019 - Oct. 2021VilniusWas responsible for a team of 10 Customer Support agents. We've been driving great customer experience, improved efficiency, and team capacity. I've built a team with high culture and focused on helping migrants to support their beloved ones! Developed Chatbot specialists and Senior CS agents, who brought better Customer satisfaction and loyalty to the company.
TransferGoSenior Customer Service Representative
Jun. 2019 - Dec. 2019VilniusArea of responsibility: maintaining a positive company public image on Trustpilot, AppStore, and Google Play by contacting reviewers and solving their problems.
TransferGoCustomer Service Representative
Dec. 2017 - Jun. 2019Serving inbound and outbound calls, emails, and chats. Collecting customer feedback, and helping users with a wider spectrum of issues.
qbk.com.uaOwner
Sep. 2011 - Sep. 2015KievThe temporary project on kids' cloth retail, while being on my maternity leave.
Think!McCannErickson (ADV Group Ukraine)Account executive
Jan. 2010 - Nov. 2010Ukraine- Controlling and organization team work of the project
- Brifing creative team
- Business correspondence, organizing meetings and presentations
- Preparation reviews activity of competitors and markets
- Budgeting the production promotional materials
- Document management
Design studio AntargoClient Service Manager
Apr. 2009 - Dec. 2009Kiev- Keeping the customer base
- Organization and holding meetings and presentations
- Preparation reviews activities of competitors and markets for clients
- Calculation of profitability and efficiency of the studio project
- Work with contractors for production of advertising
- Organization of photo shoots
Advertising Adgency "Baikonur"Trainee
Dec. 2006 - Jan. 2007- Communication with our current clients
- Search for new customers
- Preparation of media plans
- Organization of meetings with clients
- Analysis different markets, identifying trends, advertising needs
- Keeping the customer base
New Image Marketing GroupInterviewer
Apr. 2006 - Oct. 2006Kharkiv- Interview respondents
- Assistance in the organization of focus groups
- Record-keeping
- Research by the "Mystery Shopper"
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