Світлана

SVITLANA KONIEVYCH Results-driven IT Team Lead with over 7 years of experience and a proven track record of
guiding diverse teams to exceed performance goals. Skilled in motivating and developing
team members, managing projects efficiently, and fostering cross-departmental
collaboration. Recognized for strong decision-making, clear communication, and a hands-
on leadership style that drives productivity, innovation, and measurable results.

Work experience
Team Lead Nov 2018 - Oct 2025
Personal TenantCloud UA, Ivano-Frankivsk
Reply to tickets, emails, chats.
Address
Kalush, Ivano-Frankivsk region, Ukraine Update Help Center.
Phone number Supervise and guide team members to achieve daily, weekly, and long‑term
[відкрити контакти](див. вище в блоці «контактна інформація») performance targets.
Email Plan, delegate, and monitor tasks to ensure projects are completed efficiently and on
[відкрити контакти](див. вище в блоці «контактна інформація») schedule.
Date of birth Provide mentorship and training, supporting team members’ professional development
17-12-1992 and skill growth.
Gender Conduct regular performance reviews and provide constructive feedback to improve
Female
productivity and morale.
Marital status Foster collaboration and communication within the team and across departments.
Married
Resolve conflicts and challenges promptly to maintain a positive and efficient work
LinkedIn
[відкрити контакти](див. вище в блоці «контактна інформація») environment.
shynkar-232901a9/ Monitor key performance indicators (KPIs) and prepare progress reports for
management.
Interests Ensure adherence to company policies, standards, and quality requirements.
Identify opportunities for process improvement and implement strategies to enhance
Reading and personal development. workflow.
Traveling and exploring new cultures. Act as the main point of contact between the team and upper management, ensuring
Learning new technologies. information flows smoothly in both directions.

Receptionist Apr 2016 - Apr 2018
Petrotech Innovative, Dubai
Greet and welcome visitors in a friendly, professional manner and direct them to the
appropriate person or department.
Answer, screen, and forward phone calls while taking accurate messages when
needed.
Manage the front desk area, ensuring it remains clean, organized, and presentable at
all times.
Handle incoming and outgoing correspondence, including mail, packages, and
deliveries.
Maintain visitor logs and security procedures to ensure a safe workplace environment.
Schedule and confirm appointments, meetings, and conference room bookings.
Assist with administrative tasks, such as filing, data entry, photocopying, and
maintaining office supplies.
Provide basic information to clients and visitors about the company’s products,
services, or policies.
Coordinate with internal departments to ensure smooth communication and efficient
office operations.
Support HR or management with tasks such as employee onboarding, document
handling, or travel arrangements.
Monitor and report office maintenance issues or equipment malfunctions to the
relevant department.
Uphold confidentiality when handling sensitive or personal information.

Customer Service Agent Nov 2014 - Mar 2015
flydubai, Dubai
Respond to customer inquiries via phone, email, or chat, providing accurate
information about flight schedules, fares, booking procedures, and airline policies.
Assist customers with flight bookings, ticket modifications, cancellations, and refunds
 in compliance with company and regulatory guidelines.
Handle special service requests, such as seat selection, meal preferences, baggage
assistance, and travel support for passengers with special needs.
Resolve customer issues and complaints efficiently and professionally to ensure high
levels of passenger satisfaction.
Provide support during flight disruptions, such as delays, cancellations, or schedule
changes, offering rebooking and accommodation options.
Verify passenger identification and travel documents according to airline and
international travel regulations.
Collaborate with other departments, including airport operations and ticketing, to
coordinate solutions for customer needs.
Update customer records and maintain accurate information in the airline’s reservation
and CRM systems.
Promote and explain airline loyalty programs, upgrades, and additional services to
customers.
Meet or exceed performance targets, including call handling time, customer
satisfaction scores, and service quality metrics.
Follow data protection and confidentiality standards when handling personal and
payment information.
Stay updated on airline policies, promotions, and industry regulations to provide
informed and compliant service.

Education and Qualifications
Specialist degree Sept 2010 - Jun 2015
Drohobych State Pedagogical University of Ivan Franko, Drohobych, Ukraine
Philologist. Teacher of English and French Languages and Foreign Literature.

References
References available on request.

Skills
Jira
Confluence
HubSpot