Nataliia Diachenko

Experience

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  Alfa Bank, UkrSibbank BNP Paribas Group, BTA Bank, Acceptor, Platinum Capital, Your Asset

  Jan 2006 - Jan 2012

  Banking and financial services

  • accounting services (Mar 2024 - Aug 2024): making payments on behalf of clients in "Client-Bank" (Monobank, Privat24, OTP, NovaPay, Ukrsibbank), selling currency to more than 70 individual entrepreneurs, monitoring the validity periods of EDS keys of individual entrepreneurs and LLCs, unblocking tax invoices in Medok, entering bank statements, cash orders and revenue invoices in BAF, maintaining databases in Excel• securities market (Sep 2009 - May 2012): methodological support for the activities of a securities trader, conducting securities trades, entering information into the accounting system, document flow, monitoring compliance with licensing requirements of the State Securities and Markets Commission, cooperation with counterparties, daily, quarterly and annual reporting• banking (Apr 2006 - May 2009; May 2012 - Jan 2013): consultation and provision of services to legal entities/individuals, operational maintenance of all accounts, financial monitoring, sale/purchase and distribution of clients' currency to the MVRU, maintenance of salary projects, making payments to the "Client-Bank", cashing and monitoring of ATM operations, receiving, paying and canceling money transfers, monitoring the branch's income for RKO, forming daily documents. Show less

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  Real Bank (Apr 2013-Jan 2014), Maxnet (Sep 2014-Aug 2020)

  Jan 2013 - Jan 2020

  Customer care/support

  creating a contact center from scratch for information and technical support of customers, regulating business processes, determining and monitoring key KPIs, personnel management: personnel selection, certification, assessment, motivation, setting goals and objectives, monitoring their implementation (in subordination to up to 30 people), working with databases, interacting with other departments, preparing statistics and reports.Results:-the business processes of the contact center were defined and regulated;-the organizational structure was optimized, areas of responsibility were distributed, a team of professionals was created, labor discipline was improved;-an operator training system, an electronic "Knowledge Base", an adaptation program, a personnel certification and evaluation system were created and successfully implemented;-a system for increasing sales of the Company's services was prepared and implemented (UpSales, CrossSales, scripts);-a motivation system was developed and successfully implemented, which allowed earning up to 40% of the main income;-a system for increasing sales of the Company's services was prepared and implemented (UpSales, CrossSales, scripts were developed, performance indicators were developed, measures were organized for calls and rounds);-implementation of the "on-line consultation" and "feedback" services;-improved and added functions in the billing system for effective work (service activation, client card, operator panel, call classifier, additional assistants, reporting modules), active participation in improving other Company software (personal account, CallBack, IVR menu);-implementation of customer information campaigns.Achievement of target indicators:Service Level - 94.7Abandoned Rate - 16%Cross Sales - 90%conversion and order - 10%typical operator errors minimized - to 0solutions in the telephone mode of technical issues of subscribers - 95%messages accepted by the online consultant 24/7 - 100% Show less

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  Online store owner Mamiimeni.com.ua, ShopShop, MyBeautyShop

  Sept 2017 - Aug 2020

  E-commerce

  creation of the online store mamiimeni.com.ua from scratch (strategy, administration, design and content of the site, search for partners and products), creation of the buyer service ShopShop, MyBeautyShop - purchase and delivery of goods from online stores in the USA, Europe, Turkey and South Korea to Ukraine (cosmetics, clothing, shoes, vitamins), management of social networks Instagram/FB, announcing promotions and discounts, consulting customers about purchase conditions, sizes, returns and other information, packaging and delivery of goods to customers. Show less

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  Marketplace TOP5, Startup IT-проекти, Social Media

  Jan 2020 - Jan 2024

  Freelance Project Manager

  • marketplace TOP5 (Aug 2024-Nov 2024): lead generation and onboarding of new merchants (suppliers), analysis of merchant attraction results, maintenance of merchant database (processing of data arrays: pivot tables, VLOOKUP, basic formulas), setting and monthly adjustment of royalties, control and updating of instructions on merchant services, preparation of texts and images for sending messages to merchants (viber, push, e-mail), work with eSputnik, research of competitive conditions, tariffs and services, interaction with internal departments of the company (marketing, design, call center, business analytics).Results:increase in conversion from 4% to 6%;increase in database efficiency from 6.4% to 8.3%;increase in the number of new accounts from 407 to 1300 accounts;increasing the number of merchants connected to some new marketplace services from 147 to 600.• experience in managing startup IT projects (Aug 2021-Mar 2022): coordination of web/mobile application development projects, preparation of necessary documentation (Product Vision, TOR, presentations, wireframes, project implementation plan), search and communication with performers (upwork, dou, djinni), search for investors and pitch deck distribution.• social media (Jan 2020-May 2021): maintaining and promoting Instagram accounts (production of natural sweets, English tutor, translation agency, fashion); creating an SMM strategy, media planning, visualization, content production, video animation and editing, communication with clients, bloggers and influencers, conducting activities, organizing photo shoots, forming a stable team (targeting specialists, copywriters, photographers, storymakers), coordination and quality control of work.Results of cooperation with the account for sweets:increase in target audience from 300 to 3100 subscribers;increase in the number of sales from 5 orders to 151;client earnings from Nov-Mar $3500. Show less

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  Freelancer

  Feb 2020 - Feb 2022

  Motion & Video Designer

  project search, creation of animated videos, explainers, video presentations, games for Stories, video creatives for Instagram/FB, according to the Terms of Reference (in the direction of finance, banking, fashion and beauty, real estate, agency design, online schools, medicine, IT and mobile applications, etc.), video editing for YouTube channels (intro/outro, titles, cutscenes, interruptions, color correction, sound design), creation of 2D animation, selection of specialists for the project, task setting, performance and quality control, feedback (graphic designers, illustrators, announcers, video operators, 3D designers) Show less

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  U!niversity InstaProdvigator 8.0, BRANDU!

  Apr 2020 - Dec 2020

  Education

  checking completed tasks by students (modules, theses, commercial proposals), providing feedback in the form of recommendations and suggestions, evaluating student work, selecting the best work and including it in the list of TOP students, maintaining daily reporting