Anastasia started her BA career in 2014 and joined ScienceSoft in 2015. Having acquired certifications in business analysis, usability and user experience, Anastasia grew to the position of Senior Business Analyst and Customer Service Consultant by 2018.
Within customer service consulting, Anastasia finds tailored ways for companies to create superior customer service experience and helps digitally transform their customer service processes to increase client retention and customer satisfaction. As a certified business analyst, Anastasia elicits, analyzes and documents business requirements, creates functional specifications, user guides and manuals, as well as performs UI prototyping of customer service solutions.
During her work at ScienceSoft, Anastasia has contributed to more than 10 successful projects, for example, CRM implementation and customization that revamped customer service in a multibusiness company. As a result of this project, the company brought under one umbrella its customer service operations over multiple locations, got key customer service processes, like case management and feedback from clients, automated, and launched an automated loyalty program to enhance customer engagement.
Anastasia often participates in IT conferences as a speaker and advocates the ideas of a problem-first approach, a thorough analysis of customer needs, and the importance of proper communication for a project's success. She also shares her practical BA and customer service experience in ScienceSoft’s blog.
Superior customer experience is the deciding factor for any business to win in the stiff market competition.
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