Алла

CONTACT
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[відкрити контакти](див. вище в блоці «контактна інформація»)
Kyiv, Ukraine
EDUCATION & CERTIFICATES
Google Project Management
Professional Certificate (Coursera), 2023
Google Digital Marketing & E-Commerce
Coursera, Jan–May 2023
Customer Service English Essentials
March 2025
CURRENTLY LEARNING
• Scrum framework & Agile project processes
• AI-powered workflow automation
SKILLS
• Team leadership & delegation (teams up to 20)
• Staff retention & training
• Cost control & inventory reconciliation
• Vendor & supplier coordination
• Process documentation & improvement
• Stakeholder & client communication
• Metrics analysis & reporting (CSAT, FRT, Escalation Rate)
• CRM tools (HelpCrunch)
• Agile/Scrum fundamentals
• Problem-solving under pressure
LANGUAGES
Ukrainian — Native
English — Upper-Intermediate
ALLA POHORIELA
Team Lead — Customer Support & Operations
PROFILE
I've spent close to 10 years leading teams — from managing up to 20 people across a restaurant chain for nearly a decade, to leading a 5-person Customer Support team today at an ed-tech platform. I've come to believe turnover is an operations problem, not a people problem: fair task distribution and catching conflicts early consistently reduce it — a view I built after earning FM Group's holding-wide award for the lowest staff turnover. I treat metrics like CSAT and First Response Time as an early-warning system, and I'd rather flag a risk with 70% of the information than wait for the full picture. I'm now building on this with the Google Project Management Certificate and hands-on Scrum training.
WORK EXPERIENCE
Customer Support Team Lead June 2025 – Present
Medvoice (education platform)
Team management

• Splitting up tasks and workload across the support agents
• Hiring, onboarding, and training new team members
• Running 1:1s, giving feedback, tracking performance
• Mentoring the team and helping them grow their skills
• Sorting out conflicts, whether it's within the team or with clients

Day-to-day operations

• Keeping an eye on SLAs (response times, resolution times)
• Managing the ticket queue and prioritizing what needs attention
• Escalating tricky cases — bugs, complaints, legal stuff
• Checking quality of support (spot-checking tickets, QA)

Metrics and reporting

• Tracking CSAT, NPS, escalation rate, first response time, resolution time
• Reporting results to management on a regular basis
• Spotting trends in what customers are reaching out about

Process improvements

• Building and updating scripts, response templates, and the knowledge base (FAQs, macros)
• Rolling out new tools or processes to make things run smoother
• Working with other teams (product, dev, marketing) to pass along customer feedback

Bigger picture stuff

• Planning team schedules, shifts, time off
• Sometimes involved in budgeting for the department
• Speaking up for the support team's needs with leadership
Customer Support Specialist May 2024 – June 2025
ACCU Reference Medical Lab (USA, remote)
• Handled client inquiries by phone and chat across US time zones, helping patients get test results and understand costs and preparation requirements
• Worked with office staff to resolve testing-related issues, building rapport with clients and de-escalating conflict — solid practice in cross-border, English-first communication
Career Break — Maternity Leave Sept 2017 – 2022
Shift / Restaurant Manager 2008 – 2017
FM Group holding — multi-concept restaurant chain