Position: IT Project Manager
Category: Project Manager
English level: upper
Years of experience: 6

Launch of the first IVR system for corporate clients during the existence of the bank. Organization of a department from 6 to 45 people with the best performance in the Bank.
Project manager at NEOBANK 
ConcordBank | January 2022 - April 2021
Third party service acquisition and onboarding for SMB in mobile application.
Created standard operation procedures 
Created requirements for tax reporting functionality 

Project Manager - Unsecured Loan Products
PrivatBank | January 2021 - August 2021
Portfolio of 4 banking products and legal risk mitigation projects in SMB credit department.
Managing a cross functional team of 20 IT(Developers, BA’s, DataAnalysts), Security, Marketing, Legal, Accounting and customer support specialists. Most of the changes were related to UI/UX, API Management, Database, CRM, Corezoid/BPM and operational procedures.
Stack: Java, Spring Boot, Sybase ASE, Sybase IQ, MongoDB, Hadoop RabbitMQ, Kafka
 
• Never missed financial reporting deadline
• Reduced customer complains trafic by 20%
• Created customer default procedure from scratch
• Reorganized customer support through allowing direct access to IT systems
• Refactored Stop Factor list and reconciliation process for SMB credits
• Re-signed 17k of flawed suretyship agreements

Project Manager for Interaction with SME 
PrivatBank | September 2017 - January 2021
Leading a project of call center transformation. My primary goal was to maintain SLA’s: Abandon Rate, Average Speed of Answer and First Call Resolution. Additionally I have analyzed traffic trends and proposed business product improvements for traffic reduction.
Functionally managed 180 FTE and 8 supervisors as line manager.

• Improved FCR from 61-65% to 88-91%
• Average Handle Time reduced from 5:20 to 3:50 minutes
• Improved automation rate from 3% to 17% through implementation of self written Interactive Voice Recognition system
• Reduced traffic for L1 - 49%, L2 - 29,7% L3 - 50%
• Chatbot implementation and configuration for SMB customers to reduce L1 traffic
• Automation of block/unblock procedure for SMB accounts 

Team Leader
PrivatBank | September 2016 - September 2017
Starting a call center for the authorization sector for 200k+ POS terminals. 
Started with a group of 9 FTE’s and grew to 45 in 6 month. The group consistently rated as #1 in the bank call center.
I am straightforward, I can perfectly find contact with people who are negatively minded (with positive ones, there are obviously no problems establishing contact). I don't like micromanagement, I want to be able to openly communicate with people in the company and influence the success of the company in the future.