Business System Analyst

На данный момент Business System Analyst.

Мои компетенции и опыт

SUMMARY

Product-oriented Business Analyst with 4+ years of experience optimizing customer support and digital product workflows across e-commerce, iGaming, and foodtech products for 20+ enterprise clients. Skilled in business analysis and solution design, translating customer and business needs into scalable product requirements and user flows. Handled up to 400K MAU and designed 15+ automated workflows and CX scenarios. Delivered automation solutions with ROI reaching 500–600%.

PROFESSIONAL EXPERIENCE

нужен доступ к резюме , (Moscow-based) - AI-powered platform for customer service automation supporting high-load products with 100K–20M+ users

Promoted from AI-trainer to Business Analyst.

Business Analyst ( нужен доступ к резюме – Present)

• Analyzed live support traffic and translated recurring customer pain points into prioritized product requirements, enabling automation of 87% of 355K monthly support requests through a hybrid chatbot/FAQ solution.
• Validated 3 support automation hypotheses for an iGaming platform and implemented an AI support solution that reduced ticket resolution time from 10 to 3 minutes and support costs by 3x.
• Designed and implemented an automated pay-by-link flow for a beauty e-commerce project based on customer journey analysis, increasing paid orders by 9–11%, recovering 40% of lost orders.
• Aligned support and engineering teams in an aviation project on standardized booking data logic, enabling scalable API-driven request processing and reducing validation complexity by 50%.
• Optimized support routing and request segmentation logic across support teams in an e-commerce project, resulting in automation solutions with ROI reaching 500–600%.
• Redesigned onboarding and support workflows using reusable templates and self-service documentation, reducing MVP launch time from 14 days to 2–3 days.
• Designed and implemented API-driven support scenarios for a foodtech product, collaborating with the development team for a foodtech product, resulting in 75% automation and 30% faster resolution time.
• Coordinated cross-functional delivery processes by introducing backlog prioritization, release workflows, and task standardization practices, reducing daily administrative overhead from 60 to 20 minutes.
• Expanded chatbot analytics capabilities by implementing custom KPI reporting and performance dashboards across client projects, improving visibility in support efficiency metrics.
• Identified limitations of the existing NLU-only platform and contributed to the development of a new LLM/RAG-based feature, from solution design to testing, resulting in a нужен доступ к резюме growth in a сlient base.

AI trainer ( нужен доступ к резюме – нужен доступ к резюме )

Analyzed and clustered customer support datasets to identify user behavior patterns, recurring pain points, and improvement opportunities for AI-powered support scenarios. Contributed to NLU model training, defined data requirements for development teams, and prepared knowledge base materials.