Ірина

IRYNA STRYZHAK

Customer Support Team Leader
Budapest, Hungary
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PROFILE
Customer Support Team Leader with 9+ years of customer support experience and 2+ years leading teams in an international BPO environment. Experienced in coaching, KPI management, operational reporting, stakeholder communication and continuous improvement.
PROFESSIONAL EXPERIENCE
Foundever | Team Leader – Motorola Account
Mar 2025 – Present
• Lead and develop a team of 15 representatives within a 50+ employee operation. Monitor KPIs, coach employees, create action plans, analyze performance, prepare reports, monitor chatbot quality, and collaborate with client and cross-functional teams.
Foundever | Mentor & QA Specialist
Sep 2018 – Mar 2025
• Coached agents, trained new employees, tested chatbot functionality, prepared operational reports and supported Team Leaders and Client Representatives.
Sykes | Customer Support Representative
Jun 2017 – Sep 2018
• Delivered technical support for Motorola customers via phone and email while maintaining high customer satisfaction.
Celentano Ristorante | Restaurant Director
Aug 2015 – Aug 2016
• Managed restaurant operations, recruited and developed staff, prepared financial reports, managed workforce planning and ensured excellent customer service.
Yolk Diner | Restaurant Administrator
Oct 2013 – Aug 2015
• Coordinated daily operations, managed schedules, trained new employees and maintained service quality.

CORE SKILLS
• People Leadership
• Coaching & Mentoring
• Performance Management
• KPI & SLA Management
• Reporting & Analytics
• Customer Experience
• Stakeholder Management
• Root Cause Analysis
• Problem Solving
• Process Improvement
EDUCATION
Foundever Talent+ Leadership Program
2024–2025
Master's Degree
Restaurant & Hotel Business Management
2008
LANGUAGES
Ukrainian – Native
Russian – C2
English – B2+
Hungarian – A2
ADDITIONAL
Driving Licence
Category B