Alla Danilchenko
Aarschot
Summary
Experienced Customer Service Team supervisor with a demonstrated history of working in the banking and air cargo industry. Skilled in Negotiation, Customer service , Digital marketing, Start-ups, Financial Structuring, and Risk Management.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
Airfrance KLM Cargo
2018.12 - Current
- Reducing costs, optimized resource allocation, and improved efficiency in managing projects.
- Managing large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Managing and coordinating daily operations
- Continuous steering on commercial and service KPI's (individual and team)
- Motivating and creating environment for personal development
- Steering on maximization of online tool/platform usage (employees/customers)
- Ensuring physical and mental well-being of staff
- Acting as primary internal point of contact for operational topics
- Actively participating in key projects of company
- Cooperating with different domains such as OPS, Pricing & Revenue Management, Business Development, Digital, Marketing to address recurring customer concerns, improving overall service quality
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Completed bi-weekly payroll for 12 employees.
Senior Manager of Credit Division Corporate Banking and SME
PJST Promsvyazbank
2012.03 - 2017.06
- Managing customer's portfolio for corporate banking area and small & medium enterprise sector
- Coordinating the preparation of financial reports such as Balance sheet, P&L, Cash Flow, project investment plan for further examination by Credit Committee
- Monitoring quality control of credit processes and procedures within responsible area
- Coaching staff of Headquarter and branch offices in credit analysis methodology
- Preparation loan and security documentation, annual progress report for shareholders.
- Provided strong leadership to enhance team productivity of staff
- Led cross-functional teams (credit & sales experts) to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Leading Expert (Credit Analyst)
PJST Open Bank
2009.01 - 2012.02
- Analysis financial situation of borrowers
- Sales plan implementation on monthly basis
- Collection financial and legal information about client companies
- Calculating financial indicators
- Performance financial and legal risks analysis for client companies
- Preparation statements on financial analysis performed.
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
Education
Some College (No Degree) - Dutch
KU Leuven (ILT)
LeuvenSome College (No Degree) - Air Logistics
VdP Trainings & Consultancy BVBA
VilvoordeDutch courses -
Katholieke Universiteit Leuven
11.2018
Master in Economics & Finance (Bookkeeping, Analysis and Auditing) -
Financial University Under The Government of Russian Federation
Moscow08.2014
Master in Economics & Marketing -
Moscow State University of Railway Engineering
Moscow07.2009
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Digital lead
- Customer Centricity
Languages
Dutch; Flemish
Advanced (C1)
English
Upper intermediate (B2)
Russian
Bilingual or Proficient (C2)
Personal Information
Title: Customer Service Supervisor
Timeline
Customer Service Supervisor
Airfrance KLM Cargo
2018.12 - Current
Senior Manager of Credit Division Corporate Banking and SME
PJST Promsvyazbank
2012.03 - 2017.06
Leading Expert (Credit Analyst)
PJST Open Bank
2009.01 - 2012.02
Some College (No Degree) - Dutch
KU Leuven (ILT)
Some College (No Degree) - Air Logistics
VdP Trainings & Consultancy BVBA
Dutch courses -
Katholieke Universiteit Leuven
Master in Economics & Finance (Bookkeeping, Analysis and Auditing) -
Financial University Under The Government of Russian Federation
Master in Economics & Marketing -
Moscow State University of Railway Engineering
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