Contact information

The job seeker has entered a phone number and email.

You can get this candidate's contact information from https://www.work.ua/resumes/3766633/

Work experience

Quality assurance manager

from 01.2022 to now (4 years)
Wow24-7, Дистанційно (Телекомунікації, зв'язок)

- Develop comprehensive grading systems for new projects to establish
clear, consistent criteria for evaluating agent performance.
- Evaluate agent interactions through both qualitative and objective
assessments to ensure alignment with service standards and quality benchmarks.
- Collaborate with clients to discuss project progress, assess service
quality, and refine performance evaluation strategies.
- Deliver constructive feedback to agents, highlighting strengths and identifying actionable areas for improvement.
- Support agent development by providing ongoing coaching,
resources, and performance-enhancing strategies.
- Lead training sessions for the team, ensuring continuous skill
development and alignment with evolving project goals.
- Design and administer assessments (both practical and theoretical)
for new hires, ensuring they are fully prepared before going live with
projects.

Coach/ Quality assurance manager

from 11.2019 to 10.2021 (2 years)
Clario, Івано-Франківськ (IT)

Performance and quality assurance specialist in sales department:
- Improving the sales techniques in Sales department:
- Preparing the sales scripts for new products and
services provided by the company and its partners;
- Regular coaching and mentoring of Sales, Support and Billing agents;
- Providing sales and motivational trainings for Sales, Support and Billing departments;
- Implementation of different projects in order to achieve the business goals and company’s KPIs.

English tutor

from 01.2019 to 11.2019 (11 months)
Englishdom, Дистанційно (Освіта, наука)

- Creating a vibrant teaching atmosphere;
- Developing English lesson plans;
- Conducting lessons;
- Preparing classroom and coursework materials, homework assignments and handouts.

Sales agent

from 02.2017 to 12.2017 (11 months)
Zoom Support, Ivano-Frankivsk (Ukraine), Івано-Франківськ (IT)

- Provide technical support and world-class customer service via phone;
- Attract potential customers by answering product and service questions;
- Offer company's service and persuade potential customers to purchase it;
- Handle and resolve customer complaints;
- Identify and assess customers' needs to achieve satisfaction;
- Provide accurate, valid and complete information by using the right methods/tools;
- Follow communication procedures, guidelines and policies.

Education

Дрогобицький державний педагогічний університет імені Івана Франка

Філологічний факультет (англійська-німецька), Дрогобич
Higher, from 2012 to 2017 (5 years)

*Є досвід проживання та роботи в США (4 місяці) за програмою "Work and travel"

Additional education and certificates

How to sound intelligent in meetings

2025
Certificate

Setting Up The Purrfect Customer Service QA Program

2025;
Certificate

The Complete Google Sheets Course: Beginner to Advanced!

2025
Certificate

Knowledge and skills

• Комунікабельність
• Ведення CRM
• Організованість
• Здатність до навчання
• Адаптивність
• Робота із запереченнями

Additional information

Key skills:
- Strong communication and collaboration within cross-functional teams.
- Quick-thinking and solution-oriented approach to problem-solving.
- Reliable in delivering accurate and timely results under tight deadlines.
- Ability to adapt to new tools and environments quickly.
Hobbies:
- Passionate about psychology, with a focus on human relationships,
behavior, and cognitive processes through various books, research, and
podcasts;
- Traveling to various destinations around the world;
- Practicing stretching to improve flexibility and well-being;
- Exploring new recipes and cooking as a creative outlet.