Dina Pluzhnikova

Experience

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  Citi

  Jul 2004 - Mar 2010

  >Be professional in working with customers able to meet their needs and expectations. Observe standards of customer service and business ethics>Manage multiple types of customers with a moderate to complex degree of complexity and high transaction volumes>To provide daily support to customers regarding all Citi products>Support customer account activities, providing a seamless interface to all the bank operations/ marketing groups which is transparent to the customers>Investigation, analysis and resolution of customer operational issues, work with other units to fix service issues,>Working unsupervised, training and coaching pears, interns and rotators>Cross-selling other Citi products>Communicate with customers on any amendments to the existing regulations and internal bank procedures>Compliance with applicable local National Bank of Ukraine state regulation and Citi internal requirements and policies to ensure professional customer service>Identifying weak points in the internal processes impacting quality of customer service; be driving force for quality improvements>Acting a liaison between Relationship Managers and Operations department, as well as all the other appropriate departments, to improve service quality and overall bank's profitability>Leading projects for Client Experience processes improvement Show less >Filing of the daily processed customers' documentation, payments and bank's own transactions>Preparation of documentation upon different audits requests or requests from other bank's units>Preparation of different reports and statistical data related to work of Local Payments Unit>Checking the department's documents for internal compliance and reporting mistakes or discrepancies found>To arrange necessary actions for registration, obtaining necessary signatures, letters sending and tracking of payment demands and customer related arrests>Records management for Local Payment Unit Show less

  • Client Experience Representative

    Jun 2006 - Mar 2010

  • Cash Teller

    Feb 2005 - Jun 2006

  • Local Payments Unit Filing Specialist

    Jul 2004 - Jan 2005
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  Insight T&C

  Mar 2019 - now

  Co-Founder