VIKTORIIA CHEBAN

• Organization of processing requests from customers regarding API integration, personal account settings, transactions, and reporting.
• Organization of processing internal requests regarding service configuration, incident investigation.
• Establishing communication with all team members and other departments.
• Analysis of staff productivity and quality of performed work with feedback provision.
• Creation and improvement of internal documentation of the department.
• Participation in personnel selection.
• Resolving organizational issues regarding staff work.
• Development and implementation of a KPI system
• Implementation of a CRM system (full market analysis and meetings with resellers)
• Analysis of the technical work of the department. Creation of Technical Specifications (TS) for improving the integration of CRM systems and messengers

Apr. 2020 – Aug. 2020

Customer Communications Department Specialist

SPORTBANK, Kyiv

• Handling inbound calls
• Customer support in chat
• Hotline service, working with complaints and suggestions
• Providing customers with information about the company: services, promotions, tariffs, etc.
• Making outbound information calls; working with CRM systems

Aug. 2020 – Oct. 2020

Senior Customer Communications Department Specialist

SPORTBANK, Kyiv

• Handling inbound calls
• Customer support in chat
• Consultation of negative customers
• Formation of breakdowns for credit products

Oct. 2020 – Dec. 2020

Lead Customer Communications Department Specialist

SPORTBANK, Kyiv

• Consultation of negative customers
• Formation of breakdowns for credit products
• Accompaniment of company migration
• Training new employees
• Working with CRM systems

Dec. 2020 – Aug. 2022

Customer Communications Department Team Lead

SPORTBANK, Kyiv

• Consultation of negative customers
• Formation of breakdowns for credit products
• Training new employees
• Coordination of operators' work - recruitment of new employees (conducting interviews, conducted about 80 in total)
• Maintaining general reporting (by employee indicators and contact centre profitability)
• Quality control of operators' work (tracking and analysis of key performance indicators)
• Control and regulation of interactions between company departments
• Assessment of employee capabilities (testing, retraining)

Aug. 2022 – Nov. 2023

Chief Technical Support and Analytics Specialist

SPORTBANK, Kyiv

• Resolving tickets and analyzing customer problems in the application.
• Creating tasks for developers.
• Development of push notifications and email using HTML, CSS, JS.
• Log parsing (Python)
• Database operations (SQL)
• Log analysis for troubleshooting and resolving technical tasks (Kibana)
• Working with the admin panel, manual configuration of cashback categories.
• Writing documentation for various methods
• Communication with partners

WEZOM (ELIT WEB), Kherson

• Working with semantics.
• Working with website technical optimization.
• Working with link building.

Tools: Serpstat, Google Analytics, Google Search Console, Screaming Frog, Ahrefs, HTML, CSS, JS.

Department of Marketing Management, Customer Relations, and E-Banking. Information Customer Service Directorate. The role focused on sales and customer consultations.

• Consultation support in calls
• Product sales
• Training new employees