Anna D.

Experience

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  Bonusway

  Jun 2014 - Jan 2015

  Customer Service Support Manager

  Bonusway - international cashback service - the first cashback in Russia with headquaters in Helsinki, Finland.Results& Responsibilities:Founded and developed Customer Support department within a company from scratchOrganized the department work with use of Zendesk around growing from 1-2 till 15 people in the support teamConducted CustDev InterviewsCommunicated with users, solved problems and processed escalationsTrained newcomers at the beginning and managed onboarding for other members of team (around 15 people)Monitored quality of service for users, report about KPIs, AVG time of solving tikets etc.Conducted interviews for hiring new membersWorked with affiliate networks to get payments for users and added new partners Site information updated in admin php panelDismissal of employees Show less

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  Bonusway

  Jan 2018 - Feb 2019

  Bonusway - international cashback service with headquaters in Helsinki, Finland. Results & Responsibilities:Maintaining teams of designers and developersScheduling, planning and executing the project scope with SCRUM/Agile MethodologyBacklog and project documentation management JIRA and ConfluenceCreation of roadmaps, user flows and processes using BPMN notation. Prototypes creation Manual testing of new builds and functionalityUX/UI user tests Developed Customer Service Help portal with Wordpress (https://help.kopikot.ru/),Internship in Helsinki, Finland HQ office, positive recommendation from CTOBonusway Oy. Show less RResults & Responsibilities:Worked with partner affiliate networks, affiliate marketingReconciliation of payments received from partner affiliate networks with the system dataResolving payment disputes with affiliate network managers of partner networks and company financial team to process the paymentsConnected via ssh to the remote server and launched scripts for distributing funds to users of the service Bugs tracking during running scriptsCreation of an action plan to optimize and automate the process - as a result reduced waiting time for customer payments that increased loyalty for the companyResult: reduces average time of getting payments for users since 1-2 months to 1,5 week Show less

  • Project Manager

    Jun 2018 - Feb 2019

  • Payment manager

    Apr 2017 - Feb 2019

  • Business Intelligence Analyst

    Jan 2018 - Jun 2018
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  S Media Link, LLC

  Feb 2019 - May 2019

  Project manager

  S Media Link - local software development outsourcing company with regional and international projects. Responsibilities & results:Scrum/ Agile cross-disciplined project team management: development, testers, designersBacklog managementPI-planningDocumented and translated business requirements into a detailed user story backlog in JIRA and technical tasks in Confluence.Coordinated development of user manuals, training materials and other documents as needed to enable successful implementation and turnover of the process or system to the clientsIdentified and developed new opportunities with clientsConducted post project evaluation and identified successful and unsuccessful project elementsPerformed Scrum Master functions: scheduled and lead the release planning, sprint planning, retrospectives, backlog groomed and daily scrum activities represented.Managed web and mobile apps development.Budget controlIdentifying and developing client needsProjects in scope: edtech web-site, cryptocurrency tradebot, dating app. Show less

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  Atos

  Jul 2019 - Oct 2022

  Atos is multinational IT and consulting company headquartered in Bezons, France., it's a hi-tech transactional services, unified communications, cloud, big data and cybersecurity services.Responsibilities & Results:Lead international team of 7-10 resource managers Manage EscalationsChange ManagementBeing a SPOC for Practices and IndustriesManaging resources internally and reducing bench, Work closely with recruitment to hire from the market or get a subcontractor on boardReduced bench from 10% to 4%.Managed extensions of 100+ subcontractorsCoached 14 new members of the team. Established sustainable communication between practice heads and resource managersImproved tracking of resources and fulfilling of urgent demands. Show less

  • Lead resource manager

    Sept 2021 - Oct 2022

  • Service Delivery Manager

    Oct 2020 - Dec 2021

  • Resource manager

    Jul 2019 - Oct 2021
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  VTB

  Oct 2022 - Oct 2023

  Project Manager

  Manage dashboards development as a product owner in a field of planning resources and utilisationAutomatisation and improvement of current resource and budget planning processes

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  ICL Group

  Oct 2023 - now

  IT Project Manager

  Project manager in projects:- DWH building and migration,- BI reports as visualisations,- Streamlit as webStack: Snowflake, IICS, Power BI, AWS S3, Streamlit, Control-M.