Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/3106134

Work experience

Product Owner

from 03.2015 to now (9 years 2 months)
Simplio International, Одесса (Online Travel Agency)

* Own, prioritize, and maintain the product backlog, including definition of epics, user stories, acceptance criteria
* Define, prioritize, and drive realization of specific product vision
* Serve as the 'voice of the customer' with delivery teams, representing/reinforcing the customer's perspective throughout the product realization cycle
* Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against product roadmaps and release plans
* Continuously and transparently communicate with internal stakeholders the prioritization of the product backlog and the status of development efforts via product demos and release plans
* Work with Scrum Masters to help direct, motivate, and guide the delivery teams
* Manage, prioritize, and assess the impact of defects, including providing key input on the decisions to fix or defer
* Review, accept, and prioritize feedback and new requirements from project stakeholders
* Review output of development to ensure specified acceptance criteria has been completed

Products:
- CRM
- Additional services
- Notification system
- Loyalty (promo-codes, bonuses)
- Cross-sell
- IVR

Product Owner

from 09.2014 to 02.2015 (5 months)
TravelTECH, Одесса (IT/Solutions for OTA)

* Own, prioritize, and maintain the product backlog, including definition of epics, user stories, acceptance criteria
* Define, prioritize, and drive realization of specific product vision
* Serve as the 'voice of the customer' with delivery teams, representing/reinforcing the customer's perspective throughout the product realization cycle
* Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against product roadmaps and release plans
* Continuously and transparently communicate with internal stakeholders the prioritization of the product backlog and the status of development efforts via product demos and release plans
* Work with Scrum Masters to help direct, motivate, and guide the delivery teams
* Manage, prioritize, and assess the impact of defects, including providing key input on the decisions to fix or defer
* Review, accept, and prioritize feedback and new requirements from project stakeholders
* Review output of development to ensure specified acceptance criteria has been completed

Products:
- CRM
- Online chat
- Telecommunication

Customer Service Director

from 07.2012 to 05.2014 (1 year 10 months)
Senturia, Одесса (Online Travel Agency)

* Manage a team of customer service representatives
* Prepare monthly, quarterly and annual reports and forecasts
* Support team with new features and product launches
* Maintain and follows audit standards to ensure a satisfactory audit
* Motivate staff to achieve identified sales goals while providing superior customer service.
* Interview and hire staff. Assess needs/plan ahead
* Administer and/or assist trainers with training programs for new hires and existing staff
* Develop training documents and procedures that support call center operations
* Create effective channels of agent feedback
* Create and sustain a culture that encourages high performance of individuals and teams
* Set performance standards to meet service goals of company

Supervisor Customer Service

from 07.2010 to 07.2012 (2 years)
Интертелеком, Одесса (Telecommunications and networking)

* Forecast and track key account metrics
* Organizes daily work flow and appropriate staffing
* Resolves complex customer problems
* Suggest solutions and innovative ideas to meet client needs
* Act as the liaison between key customers and internal teams
* Monitor sales performance metrics. Perform monitoring evaluation with each agent as established by Human Resources or the Call Center Manager
* Get feedback and suggest ways to increase customer engagement
* Train, develop and motivate staff
* Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
* Assist with schedule development to ensure call center objectives are covered

Account manager

from 07.2009 to 07.2010 (1 year)
Интертелеком, Одесса (Telecommunications and networking)

* Operate as the lead point of contact for any and all matters specific to your customers
* Build and maintain strong, long-lasting customer relationships
* Ensure the timely and successful delivery of our solutions according to customer needs and objectives
* Assist with high severity requests or issue escalations as needed
* Manage and solve conflicts with clients
* Interact and coordinate with the sales team and other staff members in other departments working on the same account

Account manager

from 07.2007 to 07.2008 (1 year)
MTC, Одесса (Telecommunications and networking)

* Operate as the lead point of contact for any and all matters specific to your customers
* Build and maintain strong, long-lasting customer relationships
* Ensure the timely and successful delivery of our solutions according to customer needs and objectives
* Assist with high severity requests or issue escalations as needed
* Manage and solve conflicts with clients
* Interact and coordinate with the sales team and other staff members in other departments working on the same account

Education

ОНАПТ

Технология храниения и переработки мяса, Одесса
Higher, from 2005 to 2010 (4 years 9 months)

Additional education and certificates

Scrum Alliance, CSPO (Certified Scrum Product Owner)

2015

Knowledge and skills

Language proficiencies

• Russian — fluent
• English — advanced

Additional information

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