Customer Service Representative Caterpillar Inc. | October 2019 – Present | 5 years 3 months | Almaty, Kazakhstan I joined Caterpillar Financial (CATFIN) in 2019, following my university graduation. Initially, there were no direct positions available within the company, so I began as an intern before being transferred to an outsourcing company. At that time, the Almaty office was managed under the Moscow office’s supervision, and my first manager was based in Moscow. After the escalation of the conflict in Ukraine, our office operations were moved under Polish supervision. In the summer of 2022, a position opened within CATFIN KZ, and after an interview, I secured a contract directly with the company. Although my official tenure in the role began in 2022, my career with the company started in 2019. Key Responsibilities & Achievements: • Managed document flow, including preparation of termination acts, delivery acts, and other essential paperwork. • Provided assistance in resolving customer inquiries related to payment issues. • Actively contributed to the internal program supporting customers during the COVID-19 pandemic. • Played a key role in preparing for the audit and received the CAT Financial Impact Award (4th Quarter 2020) for outstanding contributions. • Assisted the accounting department with various tasks as needed. Additional Responsibilities (2020-2021): • Led penalty calculation and charging processes, which were previously handled manually and required a week of work. • Successfully implemented automated penalty calculation and charging within the 1C system, significantly improving efficiency. Charisma Implementation Project (2022-2023): • Played a pivotal role in the successful transition from the 1C system to Charisma, with the system go-live in August 2023. • Managed the creation of new business contracts, including lease and guarantee agreements. • Prepared monthly New Business and Risk Management Reports for both internal and external stakeholders. • Handled the full handover process for new business, ensuring the accurate activation of processes in the system, preparation of acts and invoices, and coordination with the insurance company. • Assisted the Credit Department in collecting necessary documentation from new customers. • Took on additional Compliance responsibilities as part of an expanded role. My tenure at Caterpillar has been marked by continuous growth, innovative problem-solving, and a commitment to supporting both internal teams and customers in delivering efficient and seamless service.

Due to the fact Caterpillar (CAT) is a worldwide company, it was complicated to create a new workplace in Almaty office, so, I was reassigned to Airswift company. Even if I’m officially working at Airswift company, I am providing services to Caterpillar Financial( CATFIN) in Almaty city, I still have my work ties , though. I’m covering document turnover, such as,transferring equipment into ownership after the contract termination, etc; forasmuch CATFIN is specified in leasing , I have experience in analyzing and resolving customer problems and questions in credit and payment issues. At the end of every month I am responsible to calculate and charge penalty to customers that had been delayed in payment. Moreover, I successfully completed setting up the penalty charging operation in 1C system. To do so, I was actively working with our IT specialist for several months. Since the system is automatically calculating and charging penalty, I reduced the time for this work by three times. Above experience can be used as an example, that I am open to cooperate with other inner company members and departments, in order to help to improve work problems.

Принимала участие в подготовке макроэкономической информации для Стратегии Развития АО «АТФ Банк» на 2019-2023г.; в формировании внутренней базы данных по кредитным портфелям банков второго уровня, входящих в Топ-10 по данным МСФО; в подготовке презентации для клиентов по итогам 1-го полугодия 2018г. На основе консолидированных данных, исследованиях о месте и доле рынка АО «АТФ Банк» в банковской системе Казахстана, а также формировании ежедневного обзора по рынку “Daily” , включающего основные новости казахстанского и международного финансовых рынков, а также рынков Money Market и ведущих мировых фондовых индексов. Имею рекомендательное письмо от директора департамента

Я принимала заявки от покупателей через онлайн магазин METRO, обсуждала с клиентом их заказ, собирала их заказ и готовила к отправке курьеру. За небольшой срок работы в METRO я научилась работать с клиентами,находить решение и удовлетворять запросы покупателей, например, когда приходилось говорить, что из заказа чего-то нет и рекомендовала другие продукты чтобы заменить. Также я занималась непосредственно сайтом магазина и была ответственна за внесение информации о товарах. Внесла предложение по улучшению работы сайта и привлечению покупателей, предложив размещать рецепты блюд, ингредиенты которых можно было тут же приобрести через интернет- магазин. В настоящее время эта опция уже действует на сайте METRO