Оксана

Oksana Kiryakina

Date of birth: 04/09/1994 Nationality: Ukrainian Gender: Female Phone number:

[open contact info](look above in the "contact info" section) (Mobile) Email address: [open contact info](look above in the "contact info" section)

WORK EXPERIENCE

TEAM MANAGER – ROOM 8 GROUP – 01/12/2023 – Current – UKRAINE

• Team formation (involvement in hiring process, project stuffing)
• Team and specialist personal development
• Performance management - monitoring and analyzing team performance
• People management (form team, create team activities and engage the team, anticipate team needs and keep
health atmosphere)
• Analysis of sub-division performance based on collected data
• Seeking and providing solutions to enhance team performance and productivity
• Correlation of team composition and budget to align with business needs

TEAM ASSOCIATE – ROOM 8 GROUP – 08/09/2022 – 30/09/2023 – UKRAINE
Business or Sector: Administrative and support service activities

• Assist in gathering data for the sub-division performance analysis
• Assist in adapting new specialists to the work environment
• Gather feedback needed for the specialist evaluation; preparing all the data for regular one-on-one meetings
• Control team time tracking
• Support with planning of DEMO meetings/ sub-division events/ team-buildings.
• Update capacity and project related documents based on given data.

LHG OTA SUPERVISOR – AUSTRIAN AIRLINES AG – 31/05/2021 – 30/09/2022

• Provide ticketing assistance to OTA via calls and emails
• Issue waivers via Star Partners Tool
• Provide support for OTA team members with Star Partner Tool
• Monitor OTA team performance
• Ensure smooth workflow

CUSTOMER SUPPORT SUPERVISOR – AUSTRIAN AIRLINES AG – 31/01/2018 – 30/09/2022 – LVIV, UKRAINE
Business or Sector: Other service activities Department: LHG OTA

• Organize workflow and ensure that employees understand their duties or delegated tasks
• Check and cover ticketing queues
• Issue and reissue tickets (voluntary and involuntary)
• Monitor employee productivity and provide constructive feedback
• Train and mentor newcomers
• Monitor agents' performance
• Receive complaints from customers and resolve booking-related issues

SENIOR CUSTOMER SUPPORT AGENT – AUSTRIAN AIRLINES AG – 31/10/2017 – 30/01/2018 – LVIV, UKRAINE

• Handle issues and solve problematic tasks from customers, and between agents
• Provide proper solution to the passengers' needs
• Coordinate work process within office representatives
• Provide support and lead communication between agents, supervisors and team leaders

COMMERCIAL AGENT – AUSTRIAN AIRLINES AG – 11/01/2016 – 30/10/2017 – LVIV, UKRAINE

• Anticipate problems and needs of the customers
• Maintain the balance in between the customer's concerns and business requirements
 • Handle issues and complaints, provide solution to the customers
• Take part in coordination and communication within office representatives

SALES MANAGER – ZOOM SUPPORT – 07/09/2015 – 18/12/2015 – LVIV, UKRAINE

• Provide technical support for Company's Software
• Provide fast feedback about the software issues
• Identify and escalate priority software issues
• Communicating with Customers via Phone or Chat rooms

ENGLISH TEACHER – 07/09/2014 – 13/08/2015

• Prepare educational programs for different age groups
• Teach English to children

EDUCATION AND TRAINING

01/08/2023 – 09/10/2023 Ukraine
MANAGEMENT AND LEADERSHIP United Solutions

11/11/2021 – 01/12/2021 Ukraine
BASICS IN TEAM AND PROJECT MANAGEMENT IN IT LITS on Prometheus Platform

• Project and Project Management
• Process Groups
• Product Development
• SDLC
• Project Management Frameworks (Agile - Scrum, Kanban, Scrumban; Waterfall)
• Scope Management (Scope Management Plan, WBS, "Iron Triangle" etc)
• Risk Management (Risk register, Qualitative and Quantitative Analysis)
• Cost Management
• Quality Management (Quality Control and Quality Assurance)
• Self-management
• Emotional Intelligence and Stress Resilience
• Team Building and Effective Team principles
• Types of communication and Communication in Conflicts

Field of study Management and administration

Link https://courses.prometheus.org.ua:18090/cert/9467fa872fc94ca0a182e5a5bd3ccc28

26/12/2018 – 26/12/2018 Kyiv, Ukraine
'SERVICE QUALITY, OR CLIENT IS ALWAYS RIGHT' International School of Practical Coaching "Equilibrium"

31/08/2014 – 29/06/2015 Lviv , Ukraine
MASTER´S DEGREE IN PHILOLOGY Ivan Franko National University of Lviv

Address 1 Universytetska St. , Lviv , Ukraine Website https://lnu.edu.ua

31/08/2010 – 29/06/2014 Lviv , Ukraine
BACHELOR´S DEGREE IN PHILOLOGY Ivan Franko National University of Lviv

Address 1 Universytetska St. , Lviv , Ukraine Website https://lnu.edu.ua

LANGUAGE SKILLS

Mother tongue(s): UKRAINIAN
Other language(s):

UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken production Spoken interaction

ENGLISH C1 C1 C1 C1 C1

SPANISH B1 B2 B2 B2 B1

RUSSIAN C2 C2 C2 C2 C2

Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user

MANAGEMENT AND LEADERSHIP SKILLS

Management and leadership skills

• Manage problematic customers
• Adapt and make fast decisions based on customers´ needs and circumstances
• Resolve immediate issues
• Communicate between departments
• Convey updates to the team members
• Coach and mentor team members
• Delegate tasks
• Ensure smooth workflow
• Maintain friendly and positive atmosphere within team

COMMUNICATION AND INTERPERSONAL SKILLS

Educational and Cultural Exchange Programs

• September, 2010 - March, 2016 – member of Student Organization ‘Young Diplomacy’ at Ivan Franko
• National University of Lviv, Lviv, Ukraine;
• September, 2010 - June, 2015 - organizer and participant of Intercultural Exchange Program
• "International Week"
• Sociable, easily find contact with people; friendly; open-hearted; frank.