TAMARA ZOTOVA

[email protected] • +972552853685 • Nardur, 12, Tel Aviv, Israel
LinkedIn: https://www.linkedin.com/in/tzotova/

PROFESSIONAL SUMMARY

Detail-oriented and data-centric business analyst with 4 years experience in fintech, SaaS, and e-commerce, specializing in turning data into strategic insights. Skilled in optimizing Customer Experience and identifying opportunities for business. Experienced in defining and measuring key business metrics, building and maintaining reports and dashboards to monitor KPIs and track business performance, designing experiments, and developing data-driven solutions. Dedicated to building efficient, scalable products that align with strategic decision making for business growth.

WORK EXPERIENCE

CS Analyst
09/2024 - Present
Global-e, B2B2C e-commerce SaaS , Israel
• Analysed dashboards and improved Customer flows: collaborated with PM teams and decreased the amount of customer requests within 1,5 business days and first touch time
• Worked on AI Chatbot in CX: improved the AI flow in decision tree and increased CSAT by 18p.p., covered 96% common topics without transferring to a human assistant
Business Analyst
06/2024 - 09/2024
Oterro, B2B SaaS , Israel
• Explored the field and developed competitive analysis: performed market research, identified trends, defined the prospective customers → defined Product Market Fit, launched the product and found first customers
• Created the on-boarding process: elaborated product strategy, led experiments and researches on Customer Behavior, UX, UI, created an on-boarding flow with prototypes
• Creating the Roadmap for MVP+ versions, using User Stories, specifications, and CJM, working closely with cross-teams
Business Analyst
01/2021 - 06/2024
Tinkoff, Digital fintech , Russia
• Led projects from conception to completion collaborated with cross-functional teams, e.g. implemented online signing for loan applications, reducing time-to-cash metrics by several days
• Led data initiatives from inception to execution, e.g. owned A/B testing strategies, optimized conversion flows, increased call contact rates by 8p.p. and generated +$108K MRR; reduced repeated client contacts for 40% and generated +$39K MRR
• Optimised customer-facing key processes → enhanced CX and eliminated dark patterns, prevented GP fees exceeding 460k$/monthly

EDUCATION

Bachelor of Languages and Linguistics
09/2015 - 08/2020
Ryazan State University , Russia

SKILLS