Ekaterina Zykova
Account Manager
Buenos Aires,C
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
3
3
Languages
Work History
Head of Customer Service Department
Promsvyazbank
11.2021 - 09.2022
- Collaborated with other departments to identify and resolve cross-functional issues impacting customer experience.
- Developed and implemented new customer service strategies to increase overall client satisfaction.
- Managed high call volume during peak periods, maintaining optimal response times and resolution rates.
- Spearheaded initiatives aimed at improving employee morale, resulting in increased job satisfaction scores among team members.
- Mentored and trained new employees, fostering an environment of continuous learning and growth.
- Played a key role in retaining valuable customers by proactively identifying potential issues and offering tailored solutions before escalation occurred.
- Led a team of customer service representatives, ensuring consistent delivery of exceptional support.
- Participated in the recruitment process, selecting top candidates for customer service roles within the department.
- Established clear expectations and goals for the department, driving accountability among team members.
International Trade Department Manager
ROSBANK
10.2019 - 11.2021
- International Trade Finance solutions for customers
- Corporate Banking Products
- Letter of Credit
- Bank Guarantee
- Certified Documentary Credit Specialist Exam Preparation
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Developed strong relationships with suppliers, securing better deals and ensuring timely deliveries.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
Transaction Processing Officer
Primtercombank
01.2019 - 10.2019
- Ensured high-quality service delivery, adhering to established performance metrics and contributing to team success.
- Led periodic reviews of operational procedures to ensure continued alignment with organizational goals and industry best practices.
- Streamlined transaction processing by implementing efficient workflow strategies and utilizing advanced software tools.
- Provided exceptional customer support by addressing inquiries or concerns in a timely manner, maintaining professionalism and empathy throughout interactions.
- Enhanced data accuracy for smoother transaction approvals, conducting thorough audits and reconciliations of accounts.
- Collaborated with cross-functional teams to identify opportunities for process improvements in the transaction lifecycle.
Head of Banking Operations Department
Gazprombank
06.2014 - 12.2018
- Streamlined banking operations by implementing efficient processes and systems.
- Managed risk effectively by enforcing strong internal controls and compliance measures.
- Oversaw successful merger integrations by coordinating efforts between various departments and ensuring seamless transitions for clients and employees alike.
- Enhanced staff performance through regular training, coaching, and performance evaluations.
- Championed client-centric approaches in delivering banking services to enhance customer loyalty and retention rates.
- Maintained strict compliance with regulatory requirements to uphold the bank''s credibility in the market.
- Led a team of professionals to achieve operational excellence in all areas of banking operations.
- Utilized financial software to prepare consolidated financial statements.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
Banking Operations Specialist
Gazprombank
06.2009 - 06.2014
- Assisted customers with account set-up and maintenance, ensuring accurate and up-to-date records at all times.
- Reduced operational errors by conducting thorough audits and providing staff training.
- Led efforts in maintaining compliance with federal regulations and internal policies through regular reviews and updates.
- Mentored junior team members in mastering job responsibilities while modeling exceptional professionalism at all times.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Processed applications for new accounts.
- Assisted customers with banking needs and inquiries.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Handled various accounting transactions.
Banking Operations Specialist
Alfa Bank
09.2004 - 06.2009
- Assisted customers with account set-up and maintenance, ensuring accurate and up-to-date records at all times.
- Partnered with sales teams to provide support in achieving revenue targets through strategic client engagement initiatives.
- Processed applications for new accounts.
- Referred customers to other banking departments for specialized services.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Monitored and verified suspicious activity on customer accounts.
- Calculated fees due, interest and change for customer transactions.
- Maintained friendly and professional customer interactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Wrote and distributed customer correspondence.
Education
Bachelor of Arts - Finance
Far Eastern State University
Vladivostok, Russia 05.2001 -
Bachelor of Arts - Psychology
Far Eastern Federal University
Vladivostok, Russia 05.2001 -
Skills
Budgeting and finance
Escalation management
Policy Enforcement
Staff Training and Development
Complaint Handling
Customer Feedback Analysis
Payment management
Account Management
Relationship Building
Satisfaction monitoring
Documentation and notes
Team training and development
Customer Engagement
Timeline
Head of Customer Service Department
Promsvyazbank
11.2021 - 09.2022
International Trade Department Manager
ROSBANK
10.2019 - 11.2021
Transaction Processing Officer
Primtercombank
01.2019 - 10.2019
Head of Banking Operations Department
Gazprombank
06.2014 - 12.2018
Banking Operations Specialist
Gazprombank
06.2009 - 06.2014
Banking Operations Specialist
Alfa Bank
09.2004 - 06.2009
Bachelor of Arts - Finance
Far Eastern State University
05.2001 -
Bachelor of Arts - Psychology
Far Eastern Federal University
05.2001 -