Launch and developing platform for automated customer satisfaction surveys running (CSI/UMUX etc): more than 100 triggers covered, more 330k feedbacks gathered yearly. All negative feedback analyzed (automatically, platform dashboards and BI) and proceeded by respective business lines (centralized and decentralized). Measuring customer experience in branch network, premium RMs, Call center, ATMs, payroll, DSA and claims channels; product related VoC in main touch points and Moments of truth (Debit/credit cards, cash/car loans, mortgage, term deposit and saving accounts, Small and medium enterprises related products); all developed from the user story to implementation (including CustDev activities, A/B testing, JTBD etc) and further support and continues improvement. Close the loop process development and implementation Development integral service KPI including comprehensive view to customer experience, journeys, UX/UI related issues, NBI and so on Pilot launch of tool that allows to recognize clients emotions, verbal expressions, content of conversation and other services and sales related parameters and analyze it in real time using AI, ML Equipping offices with aroma marketing and sound systems (particular branches) Managing Mystery Shopping and corporate style audits Managing of SG HQ (Paris, when was part of SG group) driven strategic research CXM from CSD&QMC side (at every stage, from survey design to sharing results, participation in workshops and action plans development) Development of Quality Room - a place for close collaboration of RB clients and employees. Events dedicated to particular problem/product or service Building client centric approach: ReDeveloping Quality Agents program (service quality ambassadors) Public standards development Integration of quality standards to network staff training Leading VOC stream in terms of SG banks alignment

Achievements: - Launching instant feedback management system (CAWI feedback gathering and negative feedback management tools) - Full Redesign of Instant Feedback for branches – simplification for clients and giving more transparency for employees – moving surveys to “first screen”, made fast & simple – answer in one click/tap, focusing on CSAT and NPS only, simple rating for staff, clear and transparent motivation system (effect - response rate increase more than 3 times, normal destribution by tresholds in motivation system - cost savings and more) - Launching IVR Instant Feedback in cooperation with Call Center (covering CSAT, FCR questions and work with negative feedback) - Launching instant analytics for short ad-hoc studies (web portal with instant results, polls etc) - LSS Yellow Belt (approved by SSA and Company and UniCredit Business Integrated Solutions) for participation in Complaint management process and system optimization project (decreasing production and waiting time what improved time to answer more than by 30%) - Introducing CSAT/NPS vs Revenue analysis Responsibilities: - Keeping main KPI’s inline or above the target (External and Internal TRI*M, NPS, CSI, SQI/EI/AI etc.) - General Manager’s responsibilities (team motivation, promoting teamwork, employees development; ensure discipline, coordinating team activities etc.) - Managing/Coordinating regular and ad hoc surveys on local platform (more than 20 Moments of Truth/Touch Points, covering each service channel, product, services etc.; Retail and Corp business (several MoTs) as well) - Managing/Coordinating Global initiatives (e.g. SI Challenge etc.) and researches (ECS, ISQ, BRep, MS etc.) - Business Intelligence analysis - Supporting/Participating in implementation of LSS initiatives - Providing results, showing customer satisfaction drivers to sales, marketing and segments, CRM, MCM for further consideration during sales strategy, service model, product and CRM campaigns development - Cooperation with Commercial planning and controlling unit (in terms of Short term incentive program development, CSAT/NPS vs Revenue analysis etc) - Coordinating action plan development and monitoring of implementation of service related initiatives - Preparing and conducting workshops dedicated to service indicators to Area and Branch managers - Increasing visibility of unit within Retail and the Bank - Facilitating Bank on external Customer Service forums Manager at Customer Satisfaction unit Responsibilities: - Analyzing customer complaints, instant feedback, customer satisfaction/product and services researches in order to discover weak areas and initiate improvements - Leading, managing and coordinating customer satisfaction related projects (Project charters, BRD, FSD, PP, business cases etc.) - Initiating and tracking TOP12 / operations tasks execution - Support business during new product / services development - Developing Customer service workshops for Area Managers - Developing and leading internal visibility projects (Bankomania) - Developing internal communication through Knowledge Base (Quality page) - Developing and implementing internal procedures - Negotiations with vendors - Contract preparation and signing - Taking part in simplification initiatives (LSS)

Customer Service Operations department Re-Engineering and Change Manager Achievements: - CitiPhone E-mail Survey launch (feed-back tool for measuring CM satisfaction and loyalty, NPS, FCR etc.) - Succeed migration to new service platform for cards (managing project from customer service operation side) - Implementation of re-engeneering and optimization projects giving more than $400,000 cost saves in 2012 Quality and Training Head Achievements: - implementation of new processes and procedures gave 10% service level increase (avg.), significant drop of defects, transparent and clear evaluation logic helped to improve VOE

Finances, Finance and Credit