Yandex.MoneyBusiness Process Improvement Group Manager
Feb. 2020 - Sep. 2020Moscow, Russian FederationOverall ownership of several internal systems (CRM, Customer Support, Client management), process improvements for related departments and leading the team of 5 people.
- Management of backlog for several internal infrastructure systems; - CJM, system of trigger communications with the customer, new KPI system, customer satisfaction surveys; - Quality Assurance function introduced to the customer support department.