Contact information

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Work experience

Operations Manager

from 05.2016 to now (8 years)
VFS Global, Lviv (Outsorcing, Managament)

Managing 6 Visa Application Centers in the biggest Western Operations Region (150+ staff)
- Ensuring smooth daily operations in the centers
- Ensuring compliance to all Company Policies
- Conducting Internal Audits as per ISO standards
- Ensuring Compliance to ISO 9001:2015 & ISO 14001:2015, 45001:2018 standards
- Developing and testing new applications
- Taking part in managing projects (Management of office relocations to new premise; Launch of the new application for Poland Mission; Launch of Biometric enrolment in Ukraine)
- Ensuring good relationships with client missions and business partners
- Web site (Content) management
- Front-end application testing

Deputy Operations Manager

from 03.2013 to 03.2016 (3 years)
VFS Global, Львів (Management, Outsorcing)

Main responsibilities:
-Managing the Visa Application Center with overall responsibility of the units efficiency & productivity whilst ensuring compliance to all processes as per Service Level Agreements;
-Overall responsibility of the business unit
-Develop and maintain business relationships with Consulate officials
-To ensure compliance to all existing processes and meet the defined SLA’s
-Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
-Process enhancements to improve quality & efficiency of the Unit
-Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development
-To manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to prevempt any physical / data security breach incidents
-Ensure on going Value Added services are enhanced & maintained thereby achieving the monthly/annual targets
-Reports provision;
-ensuring communication and cooperation with project partners;

Supervisor of the USA Embassy Service Desk/Visa information help line

from 09.2011 to 02.2012 (5 months)
Adelina Call Center, Lviv (Telecommunications and networking)

-monitoring of agents’ work;
-reports provision;
-information providing,
-ensuring communication and cooperation with project partners;
-creating, design and administration of the data base for internal use;
-managing the team of 40 agents;
-preparing rosters for agents

Agent on the USA Embassy Service Desk/Visa information Help line

from 07.2011 to 09.2011 (2 months)
Adelina Call Center, Lviv (Telecommunications and networking)

- calls servicing;
- information providing;
- answering to applicants inquiries via email;

Education

Lviv National University named after I. Franko

Tourism Department, Lviv
Higher, from 2007 to 2012 (4 years 9 months)

Additional education and certificates

ISO 9001:2015 & ISO 14001:2015, 45001:2018

2020

Knowledge and skills

Language proficiencies

• English — advanced
• Polish — advanced
• Russian — fluent
• Ukrainian — fluent

Additional information

Married, no children, ready to move abroad

COMPUTER SKILLS:
MS Office (Word, Excel, Power Point, Outlook), Internet, working with different work related applications, easily learning

PERSONAL SKILLS:
-good communication skills in English
-visa processing knowledge and experience:
-organizational skills;
-project work skills;
-presentation skills;
-ability to work in the team;
-analytical thinking;
-communication (oral/written);
-detail oriented;
-problem solving/decision making;
-leadership;
-mentoring/coaching;
-multi-tasking;
-negotiation;
-performing well under pressure
-customer orientation
-self-motivated and self direct
-inter personal skills
-time Management
-planning & organizing skills
-achievement orientation
-entrepreneurship
-quality and service orientation
-diversity sensitivity
-personal and professional development
-delivering results
-communication
-networking

LANGUAGES:English (fluent), Polish (speaking, writing), Russian (fluent), Ukrainian (native).


TRAININGS:
ISO 9001:2015 & ISO 14001:2015, 45001:2018.
Mentoring and Coaching,
Time management;
Effective presentation and communication;
Conflict resolution;
Supervision;
Strategic planning;

CERTIFICATES:
Certified Internal Auditor (ISO 9001:2015, ISO 14001:2015, 45001:2018)
Mentoring and Coaching,