bembeeva
Project Manager
I have over 15 years of experience in project and team management within the fintech industry. I possess strong skills in strategic planning and risk management, with a focus on achieving business objectives and enhancing customer satisfaction through the implementation of innovative solutions.
Experience: 11 years
Yearly salary: $70,000
Hourly rate: $40
Nationality: 🌏 Remote
Residency: 🌏 Remote
Experience
Senior Project Manager & CX Team Leader
Sberbank 2016 - 2022
Successfully managed large cross-platform and interdepartmental projects. Implemented an automated business operations monitoring system. Created Customer Journey Maps to enhance user experience. Developed a complete cycle of UX research and methods based on a Data-Driven approach. Introduced a refined hypothesis testing process, completing 360-degree validation in one sprint. Increased Daily Active Users (DAU) from 35 million to 48 million unique users within 12 months. Improved the App Store rating from 4.5 to 4.8. Reduced customer complaints by 159% within three months. Achieved 99.99% IT service reliability.
IT Support Department Head
Raiffeisenbank 2013 - 2016
Led a team of more than 50 employees, reducing attrition to under 11%. Implemented a new CRM system ahead of schedule (2 months). Optimized 70% of operational processes. Improved Service Level metrics from 89% to 97%. Built two B2B and one B2C online banking platforms, offering tailored IT solutions for both legal entities and individual clients (R-Connect, ELBA, ELBRUS). Achieved a 12% annual reduction in costs through strategic planning, automation, and process optimization.
Product Owner in Digital Channels E-Business
Citibank 2007 - 2013
Head of Frontline Helpdesk (>9 employees).
Skills
agile
customer-success
customer-support
jira
project-manager
scrum
ux-researcher
english
russian
turkish