Ірина

IRYNA KORETSKA
Call Center Supervisor | Team Lead | Customer Support Quality & Operations
Manager

Location: Remote / Flexible - Spain residence with Portuguese citizenship, business travel available
LinkedIn: [open contact info](look above in the "contact info" section)
Phone / WhatsApp: [open contact info](look above in the "contact info" section) | Telegram: @IrinaKoretska | Email: [open contact info](look above in the "contact info" section)

Languages: English (C1 – Fluent) | Portuguese (C1/C2 – Fluent) | Spanish (B2/С1)
Ukrainian/Russian (Native)

PROFESSIONAL SUMMARY
Performance-driven, highly active, and resilient Call Center Supervisor and Team
Lead with over 6 years of international experience directing customer-facing operations,
maximizing team productivity, and ensuring rigid compliance with corporate KPIs. Expert
in analyzing performance deviations and designing data-driven optimization strategies
using MS Excel and Google Sheets. Proven track record in training, coaching, and
motivating personnel within high-pressure FinTech and Tech environments. Exceptional
soft skills in dispute management and communication, backed by a solid legal
background. Trilingual professional fluent in Spanish (B2+ Upper-Intermediate for
quality control & call monitoring), English (C1), and Portuguese (C1/C2).

CORE COMPETENCIES & SKILLS
● Team Leadership & HR Management: Personnel management, task setting,
shift structuring, workload balancing, active motivation frameworks.
● Training & Mentorship: Core agent onboarding, delivery of targeted
mini-trainings, 1-on-1 coaching, constructive feedback loops.
● Data Analysis & Reporting: Advanced MS Excel & Google Sheets user,
performance reporting, metric analysis (SLA, conversion, productivity).
● Customer Excellence & Sales: B2B/B2C client relations, organic account sales,
upsell strategies, advanced objection handling.
● Stress Tolerance & Accountability: High accountability in managing critical
escalations, fraud risk analysis, and rapid crisis resolution.

PROFESSIONAL EXPERIENCE
WinWin Media Performance marketing Agency (Spain / Portugal / LATAM Markets
— B2B, Digital Tech & FinTech)

B2B Account & Partner Growth Manager | Mar 2024 – July 2026
● Portfolio Management: Managed the day-to-day operations, inbound client onboarding, and
post-sale lifecycle of a dedicated portfolio consisting of 40+ international corporate clients
and digital marketing partners during European business hours.
● Commercial Execution: Successfully handled high-value inbound account inquiries, leading
negotiations and closing commercial deals with warm business leads to expand the agency’s
market share.
● Performance & Risk Auditing: Proactively audited incoming traffic quality for fraud
mitigation, analyzed client usage patterns, and monitored campaign ROI/ROMI to safeguard
client budgets and ensure financial compliance.
● Account Expansion: Drove organic revenue growth by utilizing performance data to identify
account expansion opportunities, successfully executing strategic upsells and cross-sales of
platform upgrades.
● Cross-Functional Alignment: Coordinated internally with technical integration, billing, and
legal departments to resolve complex contract issues, streamline payment tracking, and
protect overall account health scores.

Talk with Us - Multilingual Support (FinTech & High risk Vertical)
Customer Support Quality Control & Team Manager (Portugal / LATAM Markets) - |
January 2022 – February 2024
● Conducted routine call listening and script adherence audits in Spanish,
systematically assessing agent communication quality.
● Designed and executed internal training modules, running individual coaching
sessions and mini-trainings to boost conversion rates.
● Analyzed ongoing operational bottlenecks and submitted structured productivity
reports to senior management.
● Key Achievements: Spearheaded comprehensive staff upskilling initiatives
entirely in Spanish, stabilizing and substantially raising team CSAT/NPS
baselines.

Arvato CRM Solutions Iberia & LATAM (Lisbon, Portugal)
High-Value Account & Fraud Risk Specialist (Brand: Apple) | March 2019 –
December 2021

● Managed rigorous quality verification workflows for premium orders, displaying
maximum stress tolerance and focus under strict corporate SLAs.
● Maintained data tracking systems via Excel and Power BI, analyzing trend
deviations to identify low-performing queue areas.

● Key Achievements: Redesigned the team's quality calibration checklist,
successfully boosting daily agent throughput from 35 to 50 reviews (+42%
productivity) with zero errors.- -

Mix Atividades Hoteleiras (Lisbon, Portugal — Travel & Hospitality Vertical)
Front Office B2B Operations & Account Coordinator | January 2013 – February
2019

● Supervised frontline personnel schedules, resource allocation, and real-time task
distribution for corporate clients.
● Managed high-volume customer escalations and billing discrepancies
independently, ensuring flawless retention.
● Key Achievements: Drove organic tier-sales and upsells, increasing regional
contract revenue by 12%.

Kyivstar (Київстар) (Cherkassy, Ukraine — Telecom Vertical)
Customer Service Quality Control & Training Manager | October 2008 – November
2012

● Formulated standardized conversational call scripts, quality evaluation criteria,
and performance-based reporting protocols. Audited frontline calls and
communication quality across mass service channels, matching activities against
telecom corporate KPIs.
● Conducted routine plan-vs-actual analysis to identify team performance gaps
● Managed the full execution of personnel recruitment, corporate onboarding,
and initial practical training for incoming employee groups.
● Key Achievements: Acted as a core launch team member for the new contact
center, training and successfully deploying 150+ operational support agents
from scratch.

EDUCATION

National University "Odessa Law Academy" — Post-graduate Degree in Civil and
Commercial Law (2004 – 2010)
PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

● International Remote Operations & Digital Marketing Certification | Helppy International
Freelance School (2020)

Focused tools & competencies: Digital Marketing Frameworks, Remote Business
Coordination, CRM Administration, and Virtual Collaboration Systems.

Corporate On-the-Job Training & Certifications | Arvato CRM Solutions & Kyivstar
Telecommunications (2008 – 2024)

● Cybersecurity & Data Privacy Frameworks: Advanced training in corporate access
management, client data security, and password-related breach protocols.
● Advanced Customer Service & Resolution Management: Specialized certification in
solving high-ticket client claims, resolving billing escalations, and technical problem-solving
under strict SLAs.
● Nonviolent Communication (NVC) & Team Collaboration: Professional training in
corporate conflict resolution, empathetic business communication, and de-escalating
high-risk client conversations.