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Olha
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My story, my project
Like many of my compatriots, I had to leave my country last March.
By chance, my husband joined my son and I a few weeks ago.
In Ukraine, I was a team manager in a big commercial bank, with 30 members under my responsability.
I am currently learning French but my English is fluent.
I consider that the most terrible minus can be turned into a plus, that is why I would like to integrate new realities and to look for a job here. I would like to work as a customer relations manager, eventually in an international context.
Useful information
Type of contract: temporary or permanent, full-time
Location: Nantes area
Availability: immediately
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My skills
Team management
Process development and onboarding
Drafting and implementation of projects
Understanding of rules and guidelines for complaints
Attention to details and methodologies approach
Communication and presentation skills both verbal and written
Customer service skills
Problem solving skills with ability to find solutions
Coaching and leadership skills
Legal support
IT and software : Office, CRM systems
Working in regulated environment
Solid understanding of business objectives
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My experience
Head of complaints department
Alfa-Bank, Chernihiv; Ukraine– (2009-2022)
I created, trained and managed a team that handles complaints of a large
commercial bank throughout Ukraine (processing 7,000 complaints/ month).
87% of clients did not apply repeatedly for the same issue.
Effectively implemented projects: centralized administration and electronic archive of complaints based on CRM, control over the timing and quality of responses to complaints using special kpis.
2019 victory in the competition "Best of the best in Alfa-Bank" for the author's project "Reply to the customers messenger instead of a paper letter to the mailbox". 2021 initiated and implemented the project "Tone of Voice. Simple and clear answers to bank customers".
Lawyer
Ukrprombank, Chernihiv, Ukraine – (2008-2009)
Support of bank operations
Legal support for business activity
Lawyer
Social work service, Chernihiv, Ukraine, (2005-2008)
Consulting for precarious people
Legal support for business activity
HR : interviews, editing contracts