Alisa Steklova

Product Manager @Tinkoff

Responsible for transition of investment customer care specialists from old CRM to the new in-house one through adjusting it for users and business needs. Set up the vision and roadmap for the product, defining the product vision and scope according to capacity and team capabilities and manage that. Work collaboratively with development and business stakeholders and manage their expectations.\\\\n\\\\n- Moved first line of investment customer service to a new CRM system: 100% of incoming calls and chats of non-premium segment are serviced through the new CRM\\\\n- Provided CRM system for remote customer service specialists leading to cutting cost per customer request twice\\\\n- Reduced the load on old CRM database leading to stabilize its work for remaining users\\\\n- Leading and mentoring 2 business analysts and 2 Associate Product Managers\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n