Evidence before assumptions
I combine customer signals, quality data and frontline context to define the real problem.
Help your idea escape.Colour a route from start to finish
Idea escaped · See my CV Operations · Customer Experience · AI
Help your idea find its way out of the mind. Start on the left, finish at the brainstem, then follow it into my CV.
Practicaldigitalapproach.
Hello, I’m Anastasia—a digitally focused operations and customer experience professional with 5+ years across fintech, e-commerce and healthcare.
0years across operations and CX
0agents led and coached
0queries handled by trained AI
0Trustpilot score, up from 4.3
01 / Profile
Calm in complexity.
Relentless on outcomes.
UX research
AI automation
Fraud prevention
KYC & compliance
Fintech
E-commerce
Process design
HTML & CSS
I have 5+ years of experience across business development, customer support and operations. My background includes AI support automation, team coaching, fraud prevention, KYC, UX research, SOP development and stakeholder coordination.
Clarity creates scale
I translate complex rules into practical systems, training and support content.
Human judgement matters
I use automation to remove repetition while protecting accuracy, empathy and appropriate escalation.
02 / Selected work
Systems improved.
Results made visible.
I noticed customers could access store-card vouchers without completing ID verification, then identified a wider pattern involving linked details and different IP addresses.
I worked with fraud, credit-risk and engineering teams to present the evidence. Stronger checks were introduced, contributing to a substantial reduction in fraud alongside revenue growth.
I created macros, structured support knowledge and trained an AI agent on real customer questions while defining where human judgement was required.
Sensitive and compliance-related queries were routed to people while routine questions were resolved automatically. The AI handled around 40% of incoming queries.
I identify the documentation, eligibility or communication issue preventing a case from moving forward and coordinate lawyers, POAs, BOMs, counties and families.
Through organised follow-up, TAR submissions and Hunt v. Kizer appeals, I turn fragmented cases into clear routes towards coverage.
03 / Experience
Built across industries.
Connected by ownership.
May 2026—Now
Accounts Receivable / Medi-Cal Specialist
LTC Ally · Pharmbills
Manage complex reimbursement and coverage workflows for California long-term care facilities.
- Lead utilisation-review calls and maintain facility priorities and follow-ups.
- Prepare TAR submissions and Hunt v. Kizer appeals.
- Coordinate BOMs, counties, attorneys, POAs and families.
Remote
2024—2026
Assistant Manager, Customer Experience
Bits
Progressed from Customer Support Agent to Assistant Manager in an FCA-regulated London fintech.
- Led 10 agents across escalations, collections, QA and vulnerable-customer support.
- Owned disputes, fraud investigations, chargebacks and DSARs.
- Built SOPs, training, knowledge content and AI quality controls.
London
2018—2024
Founder & E-commerce Operations Lead
Oasis TBS
Founded and operated an Asian-inspired décor and apparel business across Georgia and Barcelona.
- Designed and improved the Shopify customer journey using direct feedback.
- Managed factories in China, sourcing, production and international logistics.
- Owned marketing, SEO, customer support, inventory and fulfilment.
Tbilisi · Barcelona
2021—2022
Copywriter
Georgian Airways
Created customer-facing marketing and digital content aligned with audience and commercial goals.
Part-time
04 / Capabilities
Customer instinct.
Operational rigour.
Team performance
Structured onboarding, calibration and practical coaching linked to measurable standards.
CoachingQATraining
Process design
Map workflows, clarify ownership and turn fragmented knowledge into scalable systems.
SOPsAnalysis
Complex resolution
Calm, precise ownership of escalations, complaints, disputes and sensitive conversations.
De-escalationRetention
Risk-aware delivery
Regulatory awareness across FCA vulnerability, GDPR, AML/KYC and HIPAA-conscious operations.
FCAGDPRAML/KYC
AI-enabled support
Automation that improves speed while maintaining accuracy, escalation quality and trust.
AI QAKnowledge
Stakeholder alignment
Translate frontline evidence into clear priorities for product, engineering and compliance.
ProductEngineering
Customer operationsZendesk · Intercom · Gorgias · Freshdesk · Helpshift · CloudTalk · Aircall
Payments & riskStripe · Mastercard disputes · Sumsub · Runa · Saleor
UX & productFigma · Miro · Framer · journey mapping · usability testing · prototyping
DeliveryJira · Confluence · Monday.com · Google Workspace · Microsoft 365
DigitalShopify · HTML · CSS · JavaScript · Photoshop
UX across sectors
Design thinking grounded in real operations.
Trust under pressure
Turn support evidence and complaint patterns into clearer financial journeys.
Clarity across stakeholders
Structure complex workflows involving facilities, families and public agencies.
Discovery to delivery
Design the journey across storefront, ordering, fulfilment and support.
05 / Learning
Curiosity,
applied.
Education across business, user experience and machine learning strengthens how I research behaviour, test assumptions and translate technology into useful experiences.
GeorgianNative
EnglishFluent · IELTS 8/9
RussianFluent
SpanishConversational
06 / Contact
Let’s make complex work clear.
I’m open to customer experience, operations, support leadership, process improvement and AI-enabled service roles.