Anna Tkalenko
E-commece Payment Manager
Summary
Experienced Payment Manager with a strong background in online payment solutions, merchant account management, and fraud prevention. Successfully expanded a company's payment portfolio from 2 to 9 payment methods, established over 20 long-term partnerships, and ensured seamless transaction processing. Skilled in risk management and regulatory compliance. Fluent in English and proficient in remote collaboration.
Overview
18
18
years of professional experience
14
14
years of post-secondary education
4
4
Languages
Work History
Internet Merchant Account Manager
Canadian Online Shop
Remote
2009.02 - 2023.06
- Company Overview: Company focused on the online sales of tangible goods of a high-risk category
- Conducted in-depth research and successfully onboarded 20+ long-term payment providers worldwide, expanding the company's payment portfolio from 2 to 9 payment methods, resulting in a 30% increase in successful transactions;
- Negotiated contract terms with high-risk payment processors, ensuring competitive rates and reducing chargeback fees;
- Managed and optimized merchant accounts, ensuring compliance with PCI DSS and other regulatory requirements;
- The longest partnership with the payment processor lasted for 10 years;
- Maintained weekly financial reconciliation, successfully recovering 80% + of unpaid debts to a company through strategic negotiations;
- Acted as a primary liaison between internal departments and payment providers, resolving technical, financial or any other issues.
Customer Support Supervisor
Canadian Online Shop
Remote
2013.03 - 2022.06
- Company Overview: Company focused on the online sales of tangible goods of a high-risk category
- Improved customer satisfaction by consistently providing timely and accurate support to 100+ tickets daily on the most complicated and delicate requests.
- Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
- Maximized productivity by supervising, mentoring and scheduling team of 30+ customer support personnel to meet organizational and operational objectives.
Administrative Manager/Translator
LLC Leks-Project
Kharkiv
2008.10 - 2009.03
- Company Overview: law firm focusing on a real estate market
English-speaking Customer Support
Canadian Online Shop
Kyiv
2006.11 - 2009.02
- Company Overview: Company focused on the online sales of tangible goods of a high-risk category
English-speaking Phone Agent
Voip Technologies
Kyiv
2005.10 - 2006.09
- Company Overview: call center (cold calls)
Education
Master of Business Administration - Marketing
European University
Kyiv, Ukraine 2009.09 - 2010.06
Bachelor of Business Administration - Marketing
International Christian University
Kyiv, Ukraine 2004.09 - 2008.06
High School Diploma - Golden Medal
Private Boiko School
Kharkiv, Ukraine 1994.09 - 2004.05
Skills
Effective Time Management and organizational skills
Remote work Expertise
B2B communication
B2C communication
Independent Task Management
Strategic Negotiation and relationship Management Expertise
Rapid Skill Acquisition
Problem-solving abilities
Personnel Management
Conflict Resolution Expertise
Phone
- Whatsapp, Viber, Telegram +380979446257
Personal Information
Nationality: Ukrainian
Activities
- Completed the online course 'Soft Skills', 2022
- Passed Cambridge exams: CAE (Cambridge English: Advanced) - achieved C2 level, equal to CPE (Cambridge English: Proficiency), 2016
- Completed IT management course at Source IT school, Kharkiv, 2016
- Passed FCE (First Certificate in English) - achieved B2 level, 2003
Timeline
Customer Support Supervisor
Canadian Online Shop
2013.03 - 2022.06
Master of Business Administration - Marketing
European University
2009.09 - 2010.06
Internet Merchant Account Manager
Canadian Online Shop
2009.02 - 2023.06
Administrative Manager/Translator
LLC Leks-Project
2008.10 - 2009.03
English-speaking Customer Support
Canadian Online Shop
2006.11 - 2009.02
English-speaking Phone Agent
Voip Technologies
2005.10 - 2006.09
Bachelor of Business Administration - Marketing
International Christian University
2004.09 - 2008.06
High School Diploma - Golden Medal
Private Boiko School
1994.09 - 2004.05