Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10718538/

Work experience

Operational account manager, Product manager

from 09.2015 to 08.2020 (4 years 11 months)
Maklai Ltd (Booked.net), Kyiv (IT)

- Quality control of customer service specialists and assistance in case of difficult booking issues.
- Script development for customer service specialists to improve service efficiency and consistency.
- Analysis of support managers statistics to identify areas for service improvement and implementation of solutions.
- Monitoring and analysis of metrics related to customer searches and hotel availability, generating reports to optimize inventory and enhance booking processes.
- Negotiations with partners and development of integration plans to enhance service offerings.
- Operations monitoring of connected partners, ensuring sales and availability were optimal.
- Communication with payment systems like PayPal and American Express in case of questions or problems.
- Managing team backlog and sprint priorities using Jira.
- Conducting daily stand-up meetings and team grooming sessions at the end of each sprint.
- Assisting other teams in resolving issues and problems including cross-team cooperation.
- Development of quarterly OKRs, identification of product problems and creation of roadmaps.

Customer support manager

from 09.2012 to 08.2015 (2 years 11 months)
Maklai Ltd (Booked.net), Kyiv (IT)

- Solving customer issues (online hotel bookings, changes, and confirmations) via phone and email.
- Processing requests from hotels and hotel suppliers.
- Communication with developers and partners in order to solve technical issues related to hotel bookings.
- Incoming and outgoing calls to clients and hotels regarding special requests.
- Feedback on the content quality of the website on an ongoing basis.

Education

Kyiv National Linguistic University

Translator, Kyiv
Higher, from 2007 to 2012 (5 years)

Additional education and certificates

Introduction to SQL, Pluralsight

2024

Introduction to Data Analytics on Google Cloud, Pluralsight

2024

Building Your First Power BI Report, Pluralsight

2024

Modeling Data in Power BI, Pluralsight

2024

Microsoft Excel Data Manipulation, Presentation and Analysis, Pluralsight

2024

Knowledge and skills

• MS Office
• Google Docs
• Agile
• Scrum
• Conflict settlement
• Ability to work in multitasking mode
• Jira
• Project management
• Analytical thinking
• Stress resistance
• RT
• Self-growth
• MS Excel
• Написання ТЗ
• Data analysis
• Організованість
• Confluence
• Teamwork
• MS Power BI
• Power Query
• Slack
• MS PowerPoint
• SQL

Language proficiencies

• English — advanced
• Spanish — beginner