Олександр

OLEKSANDR KONONENKO
CUSTOMER SUPPORT MANAGER GDYNIA, POLAND [открыть контакты](см. выше в блоке «контактная информация»)

DETAILS PROFILE
Gdynia Customer-focused professional with extensive experience in managing training
Poland operations, optimizing processes, and ensuring exceptional service delivery. Skilled in
[открыть контакты](см. выше в блоке «контактная информация») stakeholder collaboration, KPI management, and aligning team goals with company
[открыть контакты](см. выше в блоке «контактная информация») objectives. Proficient in Excel, budgeting, and SLAs, with C2 English fluency and a proven
track record in delivering tailored solutions.
LINKS
LinkedIn EMPLOYMENT HISTORY
Business Communication Lead, Tietoevry Create Learning and Development at
SKILLS Tietoevry Create, remote
June 2024 — November 2024
Multitasking
• Delivered engaging language-related webinars to enhance team communication
Interpersonal Skills
and performance
Leadership • Supported language testing and assessment through the LMS platform, ensuring
accurate skill evaluation
Planning
• Collaborated with managers and division leaders to identify and address business
Budgeting & Forecasting communication needs in English
• Designed and implemented customized learning solutions, including webinars and
intensive courses, tailored to organizational goals
• Prepared detailed time and cost estimates for learning and training solutions to
optimize resource allocation
• Oversaw the delivery of internal translation and proofreading tasks, ensuring
accuracy and timeliness
• Monitored and reviewed employee engagement in language-related events to drive
participation and skill improvement

Head of Foreign Language Courses and Consulting at Infopulse,
http://www.infopulse.com, Kyiv, remote
August 2017 — May 2024
• Hired and managed a team of 20 language instructors and translators specializing
in English, German, French, and Polish
• Conducted language testing, entered results into the Company centralized
database
• Solved language-related queries (written test tries, enrollment procedures, oral
testing)
• Planned and oversaw the design, development, and delivery of language courses
aligned with organizational goals and OKRs
• Collaborated with stakeholders to identify language needs and collect feedback to
enhance course effectiveness
• Assigned teaching workloads, monitored team performance using KPIs, and
ensured course launches adhered to SLAs
• Reviewed external translation providers' performance and managed tender
procedures for translation services
• Prepared budgets, financial forecasts, and collaborated on improvements to
SharePoint-based systems and Power BI reports
• Delivered tailor-made English courses to external clients
English Language Consultant at Infopulse, Kyiv
September 2012 — July 2017
• Delivered General English and customized courses, conducted entry assessments
• Translated press releases and legal, financial, and IT documents between English,
Russian, and Ukrainian

EDUCATION
MA in English Language and Literature, National University of Ostroh Academy, Ostroh
September 2005 — May 2006

BA in English Language and Literature, National University of Ostroh Academy, Ostroh
September 2001 — May 2005

Postgraduate studies, University of Bologna, Forli
September 2008 — July 2009
Research for the doctoral dissertation titled Communicative and Pragmatic Aspects of
Academic E-Mail Discourse

RELEVANT SKILLS
• Extensive experience collaborating with stakeholders to identify skill gaps and
develop tailored solutions to meet client and organizational needs
• Proficient in setting and monitoring KPIs to align team performance with company
OKRs and drive results
• Strong organizational skills with advanced proficiency in MS Office (Word, Excel,
PowerPoint) and platforms like Zoom, Teams, and SharePoint
• Skilled in conflict resolution, feedback collection, and performance evaluation to
support team development and client satisfaction
• Language proficiency: English (C2), German (A2), Ukrainian (native)
• Experienced in researching market rates, managing tender procedures, and
overseeing project budgeting and cost monitoring
• Basic understanding of phased project management tools, including roadmaps,
scheduling, and risk monitoring
• Proven ability in team building and fostering collaborative environments

ACCOMPLISHMENTS
August 2017 — Present
• Upskilling initiative for the company's L1 telecom support line to improve customer
satisfaction rates
• Developing a transparent system of grade requirements to facilitate professional
and career growth within the instructors' team
• Designing and implementing an automated SharePoint-based waiting list and
reminder system for language testing prior to performance evaluations
• Overseeing the design, development, and delivery of 10 language courses tailored
to the business needs of various company divisions

POSITIVE PERSONAL TRAITS
• Active listener
• Result- and solution-oriented
• Team player
• Data-driven decision-making
• Open to change
COURSES & CERTIFICATIONS
Cambridge English: Proficiency (CPE) in English
November 2013

Goethe-Zertifikat B1 in German
November 2021

Software Testing, QALight IT Training Center, https://qalight.ua
March 2014 — July 2014

IT Project Manager course, Laba, international business school, https://laba.ua
May 2024 — July 2024