Evidence before assumptions
I combine user research, customer signals, quality data and frontline context to define the real problem.
Help your idea escape
Idea escaped · See my CV UX/UI · Customer experience · Built from real conversations
I like makingconfusing thingsclearer.
Hi, I’m Anastasia.I came to UX through customer-facing work—not through a perfectly straight career path. Hearing the same small frustrations again and again made me curious about what could be clearer. That curiosity now connects my work in UX/UI, customer experience and operations.
0years across operations and CX
0agents led and coached
0queries handled by trained AI
0Trustpilot score, up from 4.3
01 / Profile
UX/UI, customer experience and operations.
Across fintech, healthcare and e-commerce.
UX/UI design
Figma prototyping
UX research
Usability testing
Responsive design
HTML & CSS
Customer journeys
Design systems
AI automation
KYC & compliance
I have 5+ years of experience across UX/UI, business development, customer support and operations, including 4+ years working hands-on with Figma, HTML and CSS. At Bits and Oasis TBS, I used frontline insight, user feedback and behavioural patterns to design clearer interfaces, improve digital journeys and turn complex processes into practical experiences.
Prototype, test, improve
I turn insights into Figma flows and responsive interfaces, then refine them through feedback and usability testing.
Human judgement matters
I use automation to remove repetition while protecting accuracy, empathy and appropriate escalation.
02 / Selected work
Selected case studies.
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
Professional experience.
Fintech, healthcare and e-commerce.
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 & UX/UI Contributor
Bits
Progressed from Customer Support Agent to Assistant Manager in an FCA-regulated London fintech, combining frontline leadership with UX/UI improvements.
- Translated support patterns, complaints and friction points into user flows and Figma concepts for clearer customer journeys.
- Worked with product and engineering on interface improvements, support automation and accessible customer communication.
- 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 & UX/UI Lead
Oasis TBS
Founded and designed an Asian-inspired décor and apparel business across Georgia and Barcelona, owning the customer experience from discovery to delivery.
- Designed the storefront, page hierarchy, responsive layouts and prototypes using Figma, HTML, CSS and Shopify.
- Improved product discovery, checkout and post-purchase journeys through direct customer feedback and usability observation.
- 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 / Learning & Education
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
05 / Capabilities
User insight.
Practical interfaces.
Interface design
Design responsive, understandable interfaces grounded in real user needs and operational constraints.
FigmaUI designResponsive
Journey improvement
Map behaviours and friction, test assumptions and translate evidence into clearer flows.
User flowsTesting
Design into code
Turn concepts into responsive web experiences using HTML and CSS, with working JavaScript knowledge.
HTMLCSSJavaScript
Process design
Map workflows, clarify ownership and turn fragmented knowledge into scalable systems.
SOPsAnalysis
AI-enabled support
Automation that improves speed while maintaining accuracy, escalation quality and trust.
AI QAKnowledge
Cross-functional delivery
Translate frontline evidence into clear priorities for product, engineering and compliance.
ProductEngineering
UX/UI designFigma · wireframing · interactive prototyping · responsive design · design systems
ResearchJourney mapping · usability testing · customer interviews · support-data analysis
Front endHTML · CSS · JavaScript · Shopify · Framer · Photoshop
Customer operationsZendesk · Intercom · Gorgias · Freshdesk · Helpshift · CloudTalk · Aircall
DeliveryJira · Confluence · Monday.com · Google Workspace · Microsoft 365
4+ years in UX/UI
Design informed by the customers and teams using it.
Trust under pressure
Used support evidence, complaints and regulated-service constraints to shape clearer flows, interface concepts and customer communication.
Discovery to delivery
Designed and iterated the responsive storefront, product journey and post-purchase experience using Figma, HTML, CSS and Shopify.
Ideas into working products
Prototype and build responsive digital experiences—including the multilingual JOKER game—from interaction concept to live interface.
Selected publicationTHE FINTECH TIMES
AI GOVERNANCE · FINANCIAL SERVICES
When should AI refuse to answer in regulated fintech support?
I wrote about the limits AI needs in regulated customer support, including vulnerability, fraud, consent and when a conversation should be escalated to a human.
Read the published articlePublished inFinTech
TimesAI with boundaries
TimesAI with boundaries
06 / Contact
Let’s make complex work clear.
I’m open to UX/UI, user experience, customer experience, operations, support leadership, process improvement and AI-enabled service roles.