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 03.2026 (4 years 3 months)
Wow24-7, Дистанційно (Телекомунікації, зв'язок)

- Developed and implemented quality evaluation frameworks across multiple projects (technical support, e-commerce, training programs), establishing consistent performance standards.
- Conducted in-depth evaluations of agent interactions, identifying performance gaps and driving improvements to ensure alignment with KPIs and quality standards.
- Collaborated with clients and internal stakeholders to review performance, assess service quality, and refine evaluation processes based on business needs.
- Delivered structured, actionable feedback and insights, driving improvements in team performance and overall service quality
- Led onboarding and training, and coaching initiatives translating performance gaps into structured development programs to improve agent performance and ensure continuous growth.
- Worked with 10+ CRM systems, adapting QA processes to different tools and workflows.
- Co-developed assessment frameworks to evaluate agent readiness before go-live, ensuring quality standards from day one.

Coach/ Quality assurance manager

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

-Developed and optimized sales scripts for new and existing products, improving sales effectiveness and communication consistency.
- Coached and supported agents in improving sales performance, achieving a 10–20% increase through structured feedback, call reviews, and personalized coaching strategies
- Conducted CRM-based audits, analyzing customer interactions and objection patterns to enhance training materials and improve objection-handling strategies
- Designed and delivered sales and motivational training sessions across Sales, Support, and Billing teams to drive engagement and skill development
- Contributed to multiple projects, ensuring alignment with business goals and successful KPI achievement

English tutor

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

- Created an engaging and supportive learning environment to encourage student participation and confidence.
- Developed structured and goal-oriented English lesson plans tailored to individual learning needs.
- Delivered interactive lessons focused on improving speaking, grammar, and comprehension skills.
- Prepared educational materials, assignments, and handouts to support effective learning and progress.

Sales agent

from 02.2017 to 01.2018 (1 year)
Zoom Support, Ivano-Frankivsk (Ukraine), Івано-Франківськ (IT)

- Provided technical support and high-quality customer service via phone, ensuring a positive customer experience.
- Identified customer needs and presented relevant company services and solutions.
- Handled objections and concerns, supporting customers in their decision-making process.
- Applied cross-selling and upselling techniques based on customer needs and behavior.
- Handled customer complaints and provided accurate, complete information using internal tools, ensuring timely and professional customer support.
- Followed established communication procedures and service standards.

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
• Zendesk
• Coaching
• Staff training
• Conducting trainings
• Sales

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.