Oksana Miilo

Main domains:

• KYC onboarding implementations
• Responsible Gaming
• AML implementations

Among all responsibilities also

• Facilitated daily stand-up meetings to review progress towards sprint goals.
• Assessed business value of new features prior to implementation.
• Monitored performance metrics post-release to evaluate success of new features or products. Main tool used was Splunk where we created dashboards for monitoring of each feature.

Client facing system development (web and mobile).

Internal user facing system development (in-house software).

• Experienced in solutioning internal user facing system from scratch for key domains: KYC, Client Onboarding, Identity verification, Compliance implementations, Campaigns logic, Client transactions (deposit, withdrawal), Bonus operations
• Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
• Oversaw entire product deployments from vision and creation to rollout and delivery.
• Focused on building critical features up front in order to identify constraints and technical challenges.
• Product Roadmap creation
• Developed product for a smooth sign up, documents upload & identify verification which lowered client onboarding time from 3 days to 2 hours.
• Business cases preparation backed with data-driven analysis
• Suggested enhancements to product design that would improve user experience
• Owned and prioritized product backlog.

• Internal user software solutioning in key domains: client identity verification, compliance implementations, client transactions (deposit/ withdrawals), marketing campaigns, client commissions and bonuses.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Identified process inefficiencies through gap analysis and outlined sensible solutions.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.

Main responsibility was to act as an SME and a Business Analyst in Cart & Booking Domain within a cruise reservations Software Project:

• Translate business requirements into functional requirements
• Participate and drive dream scenarios, business requirements, and change management
• Software set up analysis and its change as per business requirement
• Reviewed acceptance test cases for specific functional areas
• Perform UAT

Main achievement was an ability to notice a poor integration with the 3rd party provider for travel documents distribution. I suggested to de-scope the system integration and to introduce a built-in functionality in the existing software.

Improved cruise cancellation process from end user and internal user perspective and eliminated mistakes done by sales department.

• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Coordinated presentations for project members to detail project scope, progress and results.
• Carried out certain tasks within multiple projects among which is implementation of a Zipwire Email System for Backoffice Department and facilitation of travel documents automation project: high level requirements specification, logic automation.
• Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
• Noticed the weakness of a software (Zipwire Email System) and alerted managers on the risks in the right time. Was able to collect all issues and raise those to the software supplier for further system improvement.

• Backoffice team management (10-20 people)
• Established effective workflows & KPIs
• Staff training, coaching and its development
• Workflow forecasting and high season resource planning

Main achievements:

• Effectively carried over functions from different countries to Tallinn office.
• Aligned all processes and cross utilized team members
• Identified issues in clients invoices processing, alerted Accounting on the issues & offered an improvement plan which resulted in a big project
• Resolved problems, improved operations and provided exceptional service. E.g., Introduced day-in-a-life program for sales speacialists with the aim to understand their struggles with clients, to analyze software performance and came up with improvement plan how backoffice agent can use software to communicate on clients

• Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
• Proofread marketing collateral ahead of printing to eliminate errors.
• Company website management in order to reflect proactive strategies and engage customers
• Conducted thorough research to construct creative and fresh ideas