Alyona Gorlushko
Amsterdam,North Holland
Summary
Banking professional with a strong background in financial services and customer-facing roles across international environments. Strong background in customer service, banking operations, and payment products, including cards, loans, and deposits. Proven ability to handle client inquiries, resolve issues efficiently, and support day-to-day banking activities with high attention to detail and accuracy. Experienced in working with global payment networks, processing centres, and vendors. Known for reliability, structured approach, and commitment to delivering high-quality client service. Holds an MBA from Rotterdam School of Management.
Overview
22
22
years of professional experience
Work History
Team Lead, Professional Services
MAMBU
Amsterdam, Netherlands
01.2021 - Current
- Supporting clients in implementation and ongoing use of banking products across EMEA
- Ensuring high-quality customer support and timely resolution of client issues
- Handling escalations and coordinating with internal teams to resolve complex cases
- Leading and coaching a team of consultants, ensuring consistent service quality
Senior Application Consultant
MAMBU
Amsterdam, Netherlands
01.2020 - 01.2021
- Supported clients during go-live and post-implementation phases, resolving issues and ensuring smooth daily operations
- Delivered 20+ successful go-lives across EMEA, including large-scale and strategic implementations
- Owned end-to-end delivery of complex SaaS implementation projects, ensuring timely and high-quality execution
- Partnered with customers to optimize processes and drive adoption of platform best practices
Application Consultant
MAMBU
Amsterdam, Netherlands
01.2019 - 01.2020
- Implemented and supported SaaS core banking solutions for fintechs, microfinance institutions, and banks
- Provided day-to-day user support, handling inquiries and troubleshooting system and process issues
- Gathered and translated business requirements into system configuration (products, workflows, accounting rules)
- Advised customers on best practices across lending, deposits, and payments
- Delivered client training and supported adoption of new features and functionality
Head of Payment Cards division
PIRAEUS BANK
Kyiv, Ukraine
01.2014 - 01.2017
- Delivered card business initiative recognized as Top-2 market leader
- Led and developed team of 5 employees to enhance performance and achieve departmental goals
- Established partnerships with fintech providers, enhancing transaction processing efficiency and customer satisfaction
- Supported development and rollout of bundled banking products (accounts, cards, insurance), contributing to comprehensive customer solutions
Head of Cards Business department
PIRAEUS BANK
Kyiv, Ukraine
01.2010 - 01.2014
- Facilitated rollout of credit card products, enhancing cross-sales growth
- Established 24/7 call center for cardholder support, boosting retention and minimizing fraud
- Implemented reporting systems improving response time to market changes
- Streamlined processes to reduce operational costs by 10%
Cards product manager
PIRAEUS BANK
Kyiv, Ukraine
01.2008 - 01.2010
- Developed payroll and card products increasing client base
- Negotiated agreements with vendors and partners, optimizing costs
- Supported card processing, ATM acquiring, and POS operations
Senior Specialist of Cards Business Development Department
HVB Bank Ukraine, since 09.2007 UniCredit Bank
Kyiv, Ukraine
01.2007 - 01.2008
- Supported card business development and migration during bank merger
- Coordinated with Visa for principal membership implementation
Specialist of Cards Business Development and Support Department
HVB Bank Ukraine, since 09.2007 UniCredit Bank
Kyiv, Ukraine
01.2006 - 01.2007
- Supported launch of payment card business
- Implemented online payment services increasing commission income
Product Manager of International Payment Systems Department
PRAVEX BANK
Kyiv, Ukraine
01.2004 - 01.2006
- Managed relationships with Visa, MasterCard, American Express, and Diners Club
- Implemented new card products and services
Education
Master of Business Administration -
Rotterdam School of Management
Netherlands01-2019
Master of Management - Foreign-Economic Activities
National Technical University of Ukraine
Kyiv, Ukraine01-2005
Bachelor of Management - Organizations
National Technical University of Ukraine
Kyiv, Ukraine01-2004
Skills
- Client Communication & Relationship Management
- Customer Service & Client Support
- Issue Resolution & Escalation Handling
- Fraud Monitoring & Prevention
- Banking Operations
- Transaction Processing
- Payment Cards (Visa, MasterCard, American Express)
- SaaS Banking Platforms
Volunteer Experience
- Red Cross, Volunteer
- Ukraine without Waste, Participant
Hobbies and Interests
- Pilates
- Yoga
- Biking
- Swimming
- Playing piano
- Travelling (visited about 30 countries on 3 continents)
Personal Information
Nationality: Dutch
Languages
- Ukrainian, native
- Russian, native
- English, fluent
- Greek, basic
- Spanish, basic
- Dutch, basic
Timeline
Team Lead, Professional Services
MAMBU
01.2021 - Current
Senior Application Consultant
MAMBU
01.2020 - 01.2021
Application Consultant
MAMBU
01.2019 - 01.2020
Head of Payment Cards division
PIRAEUS BANK
01.2014 - 01.2017
Head of Cards Business department
PIRAEUS BANK
01.2010 - 01.2014
Cards product manager
PIRAEUS BANK
01.2008 - 01.2010
Senior Specialist of Cards Business Development Department
HVB Bank Ukraine, since 09.2007 UniCredit Bank
01.2007 - 01.2008
Specialist of Cards Business Development and Support Department
HVB Bank Ukraine, since 09.2007 UniCredit Bank
01.2006 - 01.2007
Product Manager of International Payment Systems Department
PRAVEX BANK
01.2004 - 01.2006
Master of Business Administration -
Rotterdam School of Management
Master of Management - Foreign-Economic Activities
National Technical University of Ukraine
Bachelor of Management - Organizations
National Technical University of Ukraine