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Ksenia Voynova

@kseniavoynova

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Operations manager at EQ Bank who automated loan submissions, saving 1.5 FTE in processing effort.

Canada

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At EQ Bank, I led client retention and service delivery for mortgage renewals, overseeing a team of 15 Advisors and accounts representing approximately $300M in monthly renewal volume. Our team exceeded the 68.5% renewal target, achieving performance above 73%.

I also led the rollout of Five9 call monitoring and quality assurance tools, including training and procedures to support adoption. Across a 50-person department, I coordinated loan submission workflow automation with IT, Marketing, Product, Credit, and Compliance, generating efficiency gains equivalent to 1.5 full-time employees.

At Artscape, I managed project delivery and procurement, overseeing $1.2M in vendor contracts. Earlier at Nielsen, I translated market research and client insights into recommendations and trained corporate clients on analytics tools.

Experience

Work history, roles, and key accomplishments

Manager, Renewals

EQ Bank

Aug 2022 - May 2026 (3 years 9 months)

Led and developed 15 client-facing Advisors responsible for mortgage renewals and client retention, overseeing complaint de-escalation and resolution. Managed recruitment, staff scheduling, and performance management while promoting an inclusive and respectful workplace.

Senior Specialist, Renewals

EQ Bank

Feb 2021 - Jul 2022 (1 year 5 months)

Consistently ranked among the top 10% of individual performers. Managed high-value client portfolio (~$28M/month), maintaining retention targets above 63%.

Customer Retention Negotiation Compliance Mentorship Training Documentation Client Servicing

Account Manager, North America

ICO Sportswear Ltd

Jun 2020 - Jan 2021 (7 months)

Managed full-cycle SMB sales and business development across Canada and the U.S., driving new business acquisition and client retention. Negotiated long-term client contracts, exceeding sales targets within the first 4 months.

Sales Business Development Customer Retention Contract Negotiation Relationship Management Customer Satisfaction

Project Manager

Artscape

Nov 2017 - Aug 2019 (1 year 9 months)

Delivered projects within established timelines and allocated budgets, following nonprofit contractor procurement policies and guidelines. Managed end-to-end project delivery and vendor procurement against established timelines and budgets.

Project Management Vendor Procurement Contract Negotiation Cost Management Market Research Client Analysis Survey Analysis Data Analysis RFP Writing Budgeting

Client Communication Specialist

Nielsen

Mar 2012 - Dec 2014 (2 years 9 months)

Worked as an analyst, partnering with managers and directors to translate market research analysis and client insights into recommendations aimed at increasing sales for corporate accounts. Delivered executive-level presentations and analytics-tool training to 20+ corporate clients.

Market Research Data Analysis Client Insights Executive Presentation Training Analytics Tools Client Adoption

Education

Degrees, certifications, and relevant coursework

Bologna Business School

Master of Business Administration, Business Administration

Recipient of BBS Entrance Scholarship. Top of graduating class.

Toronto Metropolitan University

Bachelor of Commerce, Finance

Bachelor of Commerce in Finance.

BrainStation

Product Management, Product Management

Product Management program. Capstone project: developed a go-to-market strategy for a remote printing service in the GTA.

Kinesics Corporate Training

Women's Leadership Program, Leadership

Women's Leadership Program through EQ Bank.

Franklin Covey

The 6 Critical Practices for Leading a Team, Leadership

5-day workshop on topics such as developing a leader's mindset, 1-on-1's structure, setting up teams for success, and leading teams through change.

Queen's Executive Education, Smith Business School

Developing Your Leadership Presence Program, Leadership

A course developed for existing managers to lead with authenticity, communicate clearly, build strong relationships, and influence others to gain buy-in.