This role is not only limited to Customer support functions. Current activities are strongly related with Product development, UX & design, KYC, Payment Processing, Taxation, HR, Marketing, Legal and Finance departments and their procedures. Managing a team of 13 remote employees Customer support functions and skills:  Introduction of customers, provision of help with technical integration, account management of key customers, monitoring of activities and analysis of partnership opportunities for both parties  Effective communication and interaction with the users of www.solar-staff.com platform as a mode of “single window” for all types of inquires via live chat (Intercom Customer Messaging Platform), email, telephone, skype, telegram, etc.  Creation of Knowledge base and FAQ section: articles, instructions, video guides in both English and Russian languages  Bulk mailing and outbound in-app messaging via Intercom app  Gathering users’ feedback and request for the new features with further assessment of their profitability and opportunities for the company  Collecting and analyzing statistics of Customer base  Collecting support metrics analysis, fulfillment of KPIs and customer satisfaction. Achievements: The customer satisfaction average level is 98.3% for several years. First response time < 2 min Product development, UX & design functions and skills:  Providing QA manual tests of new features and bugs fixed according to users’ behavior scenarios  Identifying of issues and bug reporting to a development team with further monitoring of the progress  Creating new tasks using Kaiten, Jira based on the user experience and analytical assessment of system’s weaknesses  Submission of new features /functionality requests both for web interface and admin part Achievements: Have been realized more than 400 features Payment Processing functions and skills:   On-going monitoring of payments processing, statuses of transactions at 7 partner’s payment gates. Providing manual operations of refunds, re-payment using different payment gates  Direct communication with PSPs when solving issues or new payment methods needed  Creating rules for each type of payment methods for automatic system’s payment gates’ routing  Tracking suspicious activity and preventing fraudulent activities  Collecting and analyzing statistics of successful and failed operations for the aim of forecasting and reporting Achievements: Have been prevented several attempts of a large-scale theft. Have been created a list of successful BIN numbers of the cards for each country and is used as recommendations for users from countries with difficult banking systems. KYC functions and skills:  Communication and interaction with KYC service providers, arranging the requests and monitoring the results  Tracking suspicious activity of users and preventing fraudulent activities  Monitoring and checking users’ tax statuses  Monitoring the process of handling personal data to be fitted with GDPR and other jurisdictions’ laws. OTHER business areas functions and skills:  Searching and arranging contracts with services providers  Creating business plans for the investment initiatives  Content writing, preparation of presentation materials using PowerPoint or Keynote, the marketing texts, etc.  Recruitment and training of employees

 Searching for potential foreign investors, creating and holding presentations, arranging negotiations with representatives of foreign business environment. Carrying out marketing analysis, investigating and evaluating the most attractive directions for bringing direct investments. Providing effective co-operation between foreign investors and authorities of the region.

Key responsibilities:  forming, monitoring, controlling the investment programme of the enterprise in part of capital expenses ;  creation of investment projects, incl.: creation of the whole package of documentation on the project in accordance to adopted standards (CVP), working out the whole project management data: schedules, risk analysis, presentations, etc.  making an economic effect calculation of investments (creation of DCF model, calculation of key indicators NPV, IRR, PBP, PI and sensitivity analysis)  creation of long-term strategy and short -term plans for the enterprise, provision of benchmarking; monitoring their execution;  execution of internal audits of departments of the enterprise, incl.: analysis of HRM system, costs, organizational structure, etc.  participation in projects of inducting the international management systems ISO 9001, OHSAS 18001;  participation in projects of restructuring the enterprise, incl.: making analysis of the restructuring options (outsourcing, assets sales, etc).

MBA, business administration

roman philology, teacher of English and Spanish

George Washington University Business School, project management

Business school «Dipol», branch of International Institute of Management “LINK” (Moscow), financial management

Cambridge schools, ltd, New York, USA, English

School of Secreterial Skills, New York, USA, Typing in English and Secreterial Skills