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Biographical Information
Valentyna Yarosh
Head of Customer Service
Alfa Bank
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Expert in Multichannel customer communication management - Valentyna has 10 years’ experience in telecommunication industry- Golden Telecom and Astelit (Turkcell ). From Astelite Startup she was developing Customer Relations and Customer Service processes through all channels. Since 2007 Valentyna is with the Alfa-Bank (Ukraine) team. And since that time, the Bank modified dramatically its Customer Relations Policy, built its own Contact Center (Cisco) and expanded different channels of communication. Alfa Bank’s Contact Center became one of the best in the country. Alfa-Bank (Ukraine) won Teleopti CCC Best Practice Award at the Teleopti Global Forum 2012 in Stockholm. In 2013, the Contact Center became the Sales Channel with Perfect results. Apart from Contact Center and Multichannel Management, the main Projects of Valentyna include: a successful implementation of Oracle Siebel CRM, Customer Centricity or Customer oriented Culture, Customer Experience Management , Customer Flow and Queue Management (Q- matic), Self Service Development, IVR -NLU technology. Currently, Valentyna is responsible for Service Channels Development and Customer Service Quality in Alfa –Bank (Ukraine).
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