Artem Druzenko

MainAchievements.

• Follow up with customers to ensure their technical issues are resolved
• Staying current with product and service information and updates to provide knowledgeable assistance to customers
• Monitor customer transactions for anomalies and make sure that AML procedures meet regulatory requirements.
• Monitor the customer identification, make sure KYC policies, procedures meet regulatory requirements

Main Responsibilities.

• Respond to customer queries in a timely and accurate way
• Assist in solving customer problems and current issues
• Resolving technical issues for customers
• Recording inquiries and entering data into the CRM system
• Collaborating with other departments to resolve customer issues
• Monitoring customer satisfaction levels
• Keeping records of customer interactions, transactions, comments, and complaints
• Providing feedback on the efficiency of the customer service process to help optimize workflows

Main Achievements.

• Ensuring that solutions are configured according to appropriate standards, and meeting the quality of the products presented at 90% and above
• Configuration of several integrated systems, such as : Oracle Simphony, Oracle OPI ,Shiji PMS, INDRA, Agilysys, FOLS, Cegid, and Protel Air, e.t.c to deliver a seamless payment solution.
• Successful integration Klarna payment system with POS and PMS, supporting clients regards new implementation.

Main Responsibilities.

• Collaborated with cross-functional teams to optimize data flow and integration, resulting in improved data accessibility and decision-making processes.
• Installing and setting up payment terminals for CP, CNP, and ECommerce solutions e.g, "PayByLink" for various acquirers.
• Supporting the installation team solutions, test and troubleshoot of provided solutions.
• Setups and Installation for Kiosk QSR, P@C for Retails, P@C and P@T for Hotels & Restaurants e.t.c.
• Providing the needed data for installation team and Technical support.
• Ensure solutions are configured to the correct standards Provide accurate, valid and complete information.
• Liaise with Merchants and other departments to enable solutions delivery on time and to the correct build specification.
• Service support and programming terminals Ingenico move5000/desk500, worldline yoximo/yomani ,Pax a920/a920pro/a80/a77
• Provide internal or external technical advice about products, eliminate issues at POS of merchants.
• Supporting the 3C portal, providing information and solution to merchant accounts, creating rapports for POS of merchants.
• Liaise with other departments to review contracts to ensure correct configuration and billing models provided support.
• Collaborating with IT departments by Jira tickets, requests and Appflow as well

Main Achievements.

• Ensuring that KYC records comply with local legal requirements.
• Maintaining contact with clients in stressful situations, avoiding further escalations by finding useful solution for both sides.

Main Responsibilities.

• Responding to telephone and written requests from UK/Ireland clients regarding payments, deadlines, fees, insurance
• Supporting the AML team in risk management by analysing the root cause of issues and business impact
• Analyse and maintain records relating to outstanding payments based on the history of those payments and produce reports
• Audit and analysis of clients' previous settlements
• Liaising with the AML team to summarise clear and concise findings in writing
• Verifying information contained in KYC documents and the Customer Identification Programme to ensure completeness and accuracy
• Prepare appropriate documentation relating to the potential closure of the Client's account
• Ensuring compliance with Elavon's internal policies and procedures.

• Preparation of work structure
• Maintaining contact with B2B customers
• Monitoring of project status
• Management of the parties involved in the project
• Management of the project team
• Managing the project budget
• Carrying out technical analysis
• Carrying out analyses of the human resources required
• Conducting negotiations and concluding contracts
• Conducting marketing activities.