Field of activity: managing innovative product and software development for the first line agents in the contact center. Functional management of 40 members team: product owners, developers, analysts, testers, data analyst, data scientist, UI / UX designers, CX researchers. Duties: • Managing the product development for call center agents. • Optimization and automation of processes using artificial intelligence technologies. • Development of the product strategy. • Product Economy Management (P&L). • Customer development. • Market research and Benchmarking • Development of functional and business requirements. • Elaboration of IT solutions within the framework of building a corporative platform. • Analysis of current IT processes, research for the best solutions in the implementation of the business tasks. • Technological and methodological description of new and existing processes. • Managing the implementation of architectural solutions. • Team management at every stage of product development. Completed projects: 2018 - present My team created and implemented from scratch the new unified frontal system for agents in retail contact center. We provided an absolutely new vision of UX in frontal systems with deep integration of artificial intelligence. The technology we’ve created recognized as unique, we're under the process of obtaining the patent. Achievements: • Reduced AHT of the call (Average Handle Time) by 30% • Reduced operator training time by 3 times from 1 week to 2 days • Increase CSI internal client on 12% Product Owner 2017-2018 Redesigned the process of sales agents in branches and developed a new software to operate sales process. The tool helps our sales agents to provide а quick response to our customers needs and to select the most relevant product based on customer answers and our big data analysis (NBO). Achievements: The client's CSI was increased, sales growth by 16% (1 million extra sales per month) Chief Analyst. Business architect. 2014-2017 Field of activity: management of the team of 20 people: analysts, developers, testers. Duties: • Design the business process maps of all incoming business initiatives. • Design the technological stack of the projects. • Costs estimation for development and implementation of the business initiatives. • Management of development and implementation of initiatives. • Management the team of analytics, developers and testers. • Organization, control of user testing, acceptance tests of the implemented tasks. • Pilot commissioning of projects. • Putting projects into commercial operation. Completed projects: • Consolidation of Credit cards limits in one unified base. Increased conversion due to a relevant offer for the client by 5%. 2016 • Implementation of a mobile application for direct sales agents, which helped to control the sales plan execution and increased sales by 10%. 2016 • Automated collection of customer feedback (NPS, CSI). As effect we reduced manual operations of the back office in forming and sending communications to customers, as well as the processing of client’s responses. We improved the quality and number of the assessments and accelerated responses to negative assessments of our customers. 2016 • Cross-channel marketing - centralized management of all personal offers for clients in various channels. Reduced Bank's expenses on non-effective communication channels, provided more relevant offers and communication channel for each client (NBA, NBO). 2016

Project Role - Team-Lead Field of activity: management of the team of 6 people: analysts, developers Duties: • Management of the analysis and development team. • Supervision, training and mentoring of employees. • Organization and coordination of projects on the Oracle Siebel CRM platform in the following functional areas: - Marketing: Campaign Management - Sales: Sales Execution, Quote and Order management - Product and Catalog Management - Contact center and service: Service Request management - Assignment management • Writing business and system requirements and coordinating them with the customer. • Monitoring the implementation of the project roadmap. • Carrying out presentations and demonstrations of the system to customers. Completed projects: • Developed and implemented the process of organization and launch of Federal marketing campaigns in Sberbank of the Russian Federation on Siebel CRM Platform. • Developed and implemented a new sales model for merchant acquiring on Siebel CRM Platform.

World economy, International investment activity

Sberbank University , Certified Product Owner