Ira Boiarova
Auckland,AUK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
I have the skills of active listening and analytical problem solving skills. Improve the quality of customer service through the use of service-oriented behavior, understanding customer desires and providing customized solutions to increase loyalty.
A hardworking employee enthusiastic about learning banking field inside and out. Always looking for opportunities to master new skills and contribute to the success of the group. I have strong administrative abilities, the ability to build relationships and solve problems.
Overview
20
20
years of professional experience
Work History
Deputy Manager
JSC Moscow Industrial Bank
04.2019 - Current
- Analyzing the possibility of financial resources to legal entities and municipalities, negotiating with clients, selling banking products, recruitment, appraisal, mentoring (having up to 15 subordinates)
- Maintained, documented and presented progress reports to leaders.
- Created reports and analyzed and interpreted data.
- Supervised and motivated 15 staff employees.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
VIP Customer Service Manager
JSC Alfa-Bank
05.2019 - 11.2019
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Head of Sales
PJSC Sberbank
02.2014 - 04.2019
- Establishing business plans and monitoring their implementation
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Produced contracts, reports, letters, and proposals for clients.
- Organized promotional events and interacted with community to increase sales volume.
- Held weekly meetings with stuff to identify techniques to overcome sales obstacles.
- Representing the Bank's interests in external organizations on the development of the Bank's products for businesses
- Planning activities to attract customers, including organizing meetings, making calls and having correspondence with potential customers
- Opening of more than 500 new accounts for legal entities, execution of more than 80 credit transactions every month
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
Regional Manager
PJSC Sberbank
12.2012 - 02.2014
- Established and maintained operational standards for 5 locations.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Led targeted training programs to educate staff on product benefits and service capabilities.
- Masterminded updates to workflows and revitalized teams to meet changing business needs and boost team member performance.
Inspector of Department of Small Business
PJSC Sberbank
02.2011 - 11.2012
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Loan Specialist
PJSC Sberbank
03.2009 - 02.2011
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Submitted loan applications to underwriter for verification and recommendations.
- Explained very technical financial information to applicants in easy to understand language.
Operations Support Specialist
PJSC Sberbank
06.2007 - 02.2009
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Performed administrative duties and prepared operational procedures to support loan specialists and back office.
- Analyzed and evaluated operational issues and determined cost-effective solutions.
- Scheduled timely repair and routine maintenance services to minimize disruption to office production.
- Participated in operations team meetings to coordinate and assign project management tasks.
- Collected, arranged and input information into database system.
- Gathered, organized and input information into digital database.
- Complied with systems procedures, business processes and company policies to promote workplace safety and quality.
Service Consultant
PJSC Sberbank
08.2003 - 05.2007
- Discussed options with clients and determined appropriate plans.
- Wrote service orders and updated schedules.
- Documented payment details and personal information on customer accounts.
- Applied advanced communication skills and knowledge of digital channels and company's programmes on daily basis.
- Provided information about service procedures and expected timelines.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Resource Economics - Economics And Management
06.2003
- Professional development completed in Economics and Management
- Diploma with honours
- 5 years study
High School Diploma -
06.1998
School with a profound learning of English
Skills
- Excellent customer focus
- Ability to create real customer value
- Leadership, Self-Motivation
- Technical competencies
- Sound Skills in Sales
- Teamwork, Responsibility
- Worked as a project manager (implemented the project from scratch)
- Problem Solving, Decisiveness
- Trained employees in the basics of financial and economic activities of the enterprise, taxation systems
- Flexibility, Communication
- Power Point skills
- Computer: MS Office, SUP, Internet applications
Additional Information
- Driving license: Category B
- Acted as a host of ceremonial and sporting events of the Bank with the participation of more than 500 people
- Sport – regular fitness training in the gym
Languages
English
Professional Working
Russian
Native or Bilingual
Timeline
VIP Customer Service Manager - JSC Alfa-Bank
05.2019 - 11.2019
Deputy Manager - JSC Moscow Industrial Bank
04.2019 - Current
Head of Sales - PJSC Sberbank
02.2014 - 04.2019
Regional Manager - PJSC Sberbank
12.2012 - 02.2014
Inspector of Department of Small Business - PJSC Sberbank
02.2011 - 11.2012
Loan Specialist - PJSC Sberbank
03.2009 - 02.2011
Operations Support Specialist - PJSC Sberbank
06.2007 - 02.2009
Service Consultant - PJSC Sberbank
08.2003 - 05.2007
Yaroslavl State Agricultural Academy, Yaroslavl - Bachelor of Resource Economics, Economics And Management
High School No.37 - High School Diploma,
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