Ірина

Iryna Myroniuk
Experienced Customer Operations Specialist with a proven track record in:
Staff Onboarding, Training, and Management: Led the successful onboarding, training, and
management of a diverse team of 30+ international agents, enhancing team performance and
cohesion.
Knowledge Base and Training Material Creation: Designed and developed extensive
knowledge bases, training materials, and instructional guides, significantly boosting team
Personal efficiency and operational effectiveness.
Internal Tools and Product Implementation: Oversaw the testing and implementation of
internal tools and products, ensuring smooth integration and optimal functionality for both internal
Name teams and external clients.
Iryna Myroniuk
Communication and Coordination: Served as a key liaison between internal teams and
Address external clients, including companies and hotels, adeptly managing corporate rate agreements
Ukraine
89600 Mukachevo and organizing events to meet client needs.

Phone number
[open contact info](look above in the "contact info" section) Work experience
Email
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Customer Operations Associate Sep 2022 - Aug 2024
LinkedIn Impala Travel Tech, London
[open contact info](look above in the "contact info" section)
myroniuk/ • Provided personalised and proactive customer support to ensure an exceptional experience.
• Processed booking operations and transactions efficiently.
Languages • Resolved issues and troubleshooted problems within my expertise, redirecting queries to the
appropriate team to deliver high‑quality services in a timely manner.
• Conducted data analysis to meet clients' travel needs and generate savings.
Ukrainian Native • Managed all paperwork for clients' Corporate Rate Agreements with hotels.
Russian Fluent • Ensured accurate loading of negotiated rates to clients' Travel Management Company platforms.
English Advanced • Oversaw the entire cycle of corporate events for clients (up to 200 employees) from planning
through execution, gathering feedback from both clients and hotels via internal tools.

Enablement & QA Associate May 2022 - Sep 2022
Impala Travel Tech, London
• Educated 35 international agents in product knowledge, and hotel onboarding via initial/ongoing
training
• Improved team performance through the creation of enhanced training materials, demos and
personalised coaching sessions
• Collaborated with internal/external teams to introduce new processes, optimise existing tools and
create process documentation
• Drove initiatives to address delays, optimise procedures and ensure smooth collaboration

Marketplace Operations Associate Nov 2020 - May 2022
United Call Centers, Budapest
Worked as an outsourced Operations Agent with Impala Travel and was promoted to Marketplace
Operations Associate.

• Accelerated onboarding of hotels onto the internal platform, delivering high-quality content for the
API (10K hotels).
• Actively collaborated with hotel owners to resolve queries and ensure a seamless user experience.
• Served as an intermediary between internal teams (engineering, sales, booking operations,
product) to streamline workflow.

Education and Qualifications

Political Science, Master's degree Sep 2007 - Jul 2012
Uzhhorod National University, Uzhhorod

QA Manual Jan 2023 - Mar 2023
Beetroot Academy, Kyiv
References

Nathalie Rey Valdivieso Impala Travel Tech

[open contact info](look above in the "contact info" section)

Nadiya Boyko Uzhhorod National
University
[open contact info](look above in the "contact info" section)

Achievements

Achievements wouldn't have been possible without the amazing team I’ve had the pleasure of
working with.

1. **Client Support**: Oversaw the entire process of Corporate Rate Agreements for 11 clients
across 64 locations, including contract accuracy, rate loading to TMCs, addressing discrepancies,
and implementing necessary adjustments.

2. **Event Organisation**: Successfully organised four corporate events in less than a year,
including a major event for 200 employees in Berlin, overseeing all aspects from planning to
post‑event feedback collection.

3. **Team Management**: Built and led a team of over 30 international agents, achieving a 90%
excellence rate in performance.

4. **Data Creation**: Contributed to the development of an internal API database for 10,000 hotels,
initially as an agent and later as a manager.