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Work experience

Training Coach

from 09.2023 to 02.2024 (5 months)
NDA, Київ (IT)

Expertise in Training Program Development.
Tailored mentorship and coaching for individual growth.
Leadership in Quality Assurance for Call Center performance.
Proactive approach to Continuous Improvement strategies.

KPI manager

from 08.2021 to 11.2022 (1 year 3 months)
NDA, Київ (IT)

Managed key performance indicators (KPIs) across various departments.
Developed and implemented data-driven strategies to improve organizational performance.
Collaborated with teams to set and achieve performance targets.
Utilized analytics to identify trends and areas for improvement.

QC Manager

from 05.2021 to 08.2021 (3 months)
Squro, Київ (IT)

Conducted rigorous quality checks for support and sales teams.
Provided actionable feedback for continuous service quality improvement.
Developed internal quality reports and analyzed data for management review.
Established standards and KPI requirements for teams.

Senior Cloud Specialist (Advanced Support)

from 07.2018 to 05.2021 (2 years 10 months)
Nextiva, Київ (Телекомунікації, зв'язок)

Assisted customers with phone system setup, technical support, and troubleshooting.
Configured unified communications features and resolved complex issues.
Delivered excellent customer service via email, chat, and phone.
Facilitated the onboarding and coaching of new employees.

Customer Support Representative

from 02.2016 to 05.2018 (2 years 3 months)
Lucky Talky, Киев (Телекомунікації, зв'язок)

Provided comprehensive assistance to English-speaking customers through various channels.
Managed customer orders and conducted email marketing campaigns.
Proficient in handling challenging customer interactions and complex requests.
Assumed leadership roles and completed additional tasks as assigned.

Education

National Pedagogical Dragomanov University.

Public administration and management. Faculty of Law and Political Science, Київ
Higher, from 2016 to 2018 (2 years)

National Pedagogical Dragomanov University.

Languages (English, Japanese) and literature. Institute of Foreign Language, Киев
Unfinished higher, from 2012 to 2016 (4 years)

Additional education and certificates

Course of English language “Perspektiva”

2012

Sales Training "Sell easily!"

2016

Professional operator: Basic

2016

Professional Operator Training

2016

Professional Operator of Call Center (Advanced)

2017

Smart English Language Studio

2016, 3 месяца

Senior Cloud Specialist

2021 р

Knowledge and skills

Language proficiencies

• Japanese — beginner
• Russian — fluent
• Ukrainian — fluent
• English — advanced

Additional information

Able to handle difficult customers, familiar with KPIs and QC evaluations.

Experienced with most of graphical word processing programs, all webbrowsers, some audio/video editing software. Excellent verbal and written communication skills.

Able to keep deadlines/key performance indicators successfully, well-organized and can stay motivated in fast-paced environment, adapt well to new knowledge and grasp technical concepts quickly, qualityoriented, а team player ready to share knowledge and ideas with colleagues, open to guidance.