I am an experienced banking business analyst with a strong background in developing multi-channel customer service. For five years, I have been responsible for developing customer service processes, web content and systems to improve the customer experience. I have trained users on new systems and acted as a main user, ensuring smooth operations and user support.

I have developed business processes and made change proposals that have made the work of employees easier and improved the smoothness of services from the customer's perspective.

In recent years, I have worked as a business specifier on a CRM project, focusing on customer service processes, credit risk management, know your customer (KYC), and anti-money laundering and counter-terrorism requirements. I work agilely across different vendors and development teams, seeking business-appropriate solutions that are technically feasible, cost-effective, and meet regulatory requirements.

In my work, I emphasize practicality and customer orientation so that solutions create real value for both customers and personnel.