Yulia Vdovina

Trained Risk and Payments Business Liaison team based on business growth and payment system changes.

Processed customer payments, communicated with gateways, implemented VIP deposit and withdrawal solutions.

Implemented data-driven decision-making to foster trustworthy relationships with clients and partners.

• Expansion and training of Financial Customer Service team according tothe growth of the business. Managing the team of 16 people, working from different countries ( Europe, Asia, Latin America, CIS countries).
• Exploring the possibilities and application of automation for the needs of the department.
• Successfully satisfy and exceed the needs of the company's customers and provide high-quality customer service support.

• Enhancing customer satisfaction by addressing and resolving issues in a timely manner.
• Helping large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responding to customer needs through competent customer service and prompt problem-solving.
• Implementing strategies to reduce average handling time without compromising on service quality.
• Maintain customer records by updating account information.
• Resolving product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Communication with external providers and payment systems along with internal specialists to resolve issues as soon as possible.
• Processing financial adjustments for customers
• Performing verification of client documents ( KYC, AML checks, working with external providers for anti-fraud monitoring)
• Consulting the customers regarding the deposits and withdrawals procedures, available methods, possible reasons of rejections.
• Adding all the necessary information in CRM systems

• Maintain appropriate filing of personal and professional documentation.
• Oversaw personal and professional calendars and coordinated appointments for future events.
• Respond to emails and other correspondence to facilitate communication and enhance business processes.
• Improved time management of the executive through effective prioritization and organization of tasks. Work closely with the CEO and Management Board to keep them well informed of upcoming commitments and responsibilities, following up appropriately.
• Manage all aspects of organization’s office services. Evaluate and assisting developing office policies and procedures for improved work flow and anticipate future needs. Assist in the selection of vendors and purchase equipment, services, and supplies necessary for operation of organization.

Delivered internal tourism services in Ekaterinburg and Sverdlovsk region.

Arranging tours, reservations of hotels, transport, transfers, organizing excursions.

Working as a russian/english - speaking guide