Екатерина Прокофьева

Екатерина Прокофьева

О себе

• Profound 9 years' management experience in different client service areas: 24*7 contact centre for retail banking, service quality, training and development, complaint management, client support service for corporate clients, electronic banking and delivery channels' services and front desk customer operations
• Excellent knowledge of worldwide banking best practices and global regulations
• Solid knowledge of related local legal and regulatory requirements
• Expertise in service quality, sales and performance management
• Profound experience in 24*7 contact centre start up and optimization
• Excellent analytical skills and ability to understand the complexity of the business and identify related business issues
• High level experience in operational risk management
• Advanced level of English
• Strong communication and inter personal skills
• Strong process design skills and project management experience
• Ability to manage conflicts and work under pressure
• Strong team player
• Very strong people coordination and management experience
• Ability to generate respect and trust from staff and external constituencies
• Result-oriented, entrepreneurial, flexible, and innovative approach to operational management

Опыт работы
The Royal Bank of Scotland
Associate Vice President, Head of Client Service Department
марта 2007
июля 2016
Должностные обязанности:

Managing Client Services Russia team consisting of the below business units:

• Client Support Unit: provides active first line support to the corporate clients with regard to their daily service needs and ensures high level of quality of provided service, co-ordinates customers’ requests and controls their fulfilment and handles complaints from corporate clients. Client Support Unit is also responsible for providing phone service and support to individual clients - employees of payroll clients and processes all inbound and outbound phone inquiries relative to individual clients’ accounts and cards and handles complaints from individual clients.

• Electronic Banking Services and Support: is responsible for providing support to the corporate clients using electronic banking technology. This includes client presentations and trainings on the electronic banking products, new clients’ installations, daily system support, testing and implementation of changes and new electronic banking systems.

• Front Desk: is responsible for providing direct service and support to the corporate and individual clients - employees of payroll clients. Front Desk processes all incoming and outcoming documents and inquiries.

Описание деятельности компании: The Royal Bank of Scotland (RBS)is a UK-based banking and financial services company. Headquartered in Edinburgh, RBS provides a wide range of products and services to personal, commercial and large corporates and institutional customers through its two main subsidiaries, The Royal Bank of Scotland and NatWest.
Общая информация
Отрасль: Коммерческие банки
Специализация: Клиентские отношения
Должность: Директор по работе с клиентами
в браке
Английский (Свободный)
Французский (Базовый)
Итальянский (Базовый)
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