Inga

BODNAR INGA
PROJECT MANAGER

[открыть контакты](см. выше в блоке «контактная информация») WORK EXPIRIENCE

02.2024 - 11.2025 - CUSTOMER SUPPORT, INTERNATIONAL CONSULTING
COMPANY (FINANCE)
- developed business processes for the customer support manager
ABOUT ME - developed response templates (tickets, chats, letters, calls)
10 years’ experience as project - collected and analyzed the work of account managers to improve the KPI
manager. 5 of them at team lead - led customers without potential, which increased the time for sales
position. Organizing and optimizing - kept call statistics
business processes, reducing traffic - analyzed and responded to customer requests
costs by 50%, increasing the efficiency - listened to conversations (for quality) of junior and senior account managers
of resources. I am looking at - collected requests from managers and customers, sorted and distributed tasks
opportunities for development in an (7 platforms)
international consulting company ACHIEVEMENTS
- optimized the workflow for the support department, which reduced the number
of requests from customers by 30%
- collected, analyzed, and correlated data in the scripts, which improved the
HARD SKILLS quality of communication with customers. The number of “problematic” requests
- form, distribute tasks and monitor their (withdrawals; account management; complaints) decreased.
timely execution by the team - introduced a business process for conflict resolution, which increased the
- 1С, CRM, Exel retention of potential customers by 15%.
- multicultural
- English - B1 05.2022 - 01.2024 – PROJECT MANAGER, GB CONSULTING,
- Polish - B1 INTERNATIONAL CONSULTING COMPANY (FINANCE)
- 14+ years in sales - collected and analyzed data (internal and external analytics), to improve
- business processes optimization marketing strategy, optimize processes, reduce traffic costs and outsourcing -
- budgeting systematized and optimized business processes that were responsible for
- business results organization and organizing work between agents and between departments - reduced traffic
growth intensity by up to 50% - increased the efficiency of work in sales, increased the
- the company’s services/products hour by 30% for direct tasks. Created and introduced information for servers in
presentation offline mode - promptly funded the budget for the upcoming period (monthly and
quarterly)
- created and ensured 100% availability of established team management
reporting. Communicated with partners to organize the writing of technical
SOFT SKILLS specifications for CRM, monitored the timely execution of work and quality, due
- like to solve non-standard issues to testing the system for bugs
- multitasking ACHIEVEMENTS
- like not understandable make clear - developed, organized and implemented document flow from 0
and easy - improved the traffic quality by 50%, which increased the number of sales by
- development, achievement, time 30% and reduced the cost of leads by 50%
management – motivate me in work - created and implemented reporting in Excel from scratch (sales, profits, sales,
- not tolerant to the lie, wasting time, quality, gross/net income, advertising, countries, agents, etc.)
gossips - developed and implemented automated access to analytics from scratch -
improved the efficiency of work in the support department. The number of
appeals decreased by 30% due to the introduction of mailings and script
changes

05.2019 - 12.2021 - LEADING PROJECT MANAGER, LITHING CONSULT,
INTERNATIONAL FINANCIAL COMPANY (OVER 5 DEPARTMENTS)
- kept statistics on the work of the sales and maintenance departments, to
ensure timely reporting, and to improve the marketing strategy
- organized and controlled the quality of the team's work (KPI). Work control
through CRM, reporting
- optimized the work processes of the sales and maintenance department,
which added 30+% of time for direct duties
Д
- systematized and analyzed CRM. Systematized CRM tools for departments,
thereby improving usability. Tested CRM for bugs and their solutions
- communicated with other departments and ensured effective interaction
between departments. Organized a system of mutual communication and work
processes, timely feedback, process automation.
- calculated the budget from 0, for each month and quarterly/monitored/reported
- checked the quality of the work with the clients, listened conversations,
entered mailings. Implemented an evaluation system of
customers' quality control, such as: the speed of answering calls to
tickets and chats, time spent on the phone, satisfaction of customer
ACHIEVEMENTS
- halved the withdrawal of customer funds, thanks to the timely response to the
requests of customers in all branches
- organized and introduced work flow from 0 for subordinates
- optimized business processes in the organization of the work of departments,
which improved the work of departments by 30%, introduced quality control of
the work of agents and clients, using prescribed scripts, listening to
conversations, control of depositing / withdrawing money to the account of
clients, timely response to requests from clients

02.2018 - 05.2019 – CUSTOMER SUPPORT (ENGLISH DEPARTMENT)
WHITE RINO (INTERNATIONAL FINANCIAL COMPANY )
- processed the applications of k-s in a timely manner - worked with objections
and negative reviews through chats, e-mails and calls - conducted training of
junior employees (10+ people)
ACHIEVEMENTS
- increased KPI by 20% from the set plan - conducted trainings and taught junior
employees (advancement to Senior Manager)

10.2016 – 01.2018 – CEO of Kiev departmant ( 35 people in subordinates),
Royal Consulting

(2014 - 2016)
05.2011 – 09.2012 – CEO (offline store), BODNAR.V.G, (Hotels, restaurants,
catering)

05.2013 - 05.2014 – Account Manager, LLC UNISENDER, (Media, marketing,
advertising, PR, design, production)

02.2008 – 04.2013 - SALES MANAGER. LLC SP UDT, (FMCG)

EDUCATION
2005, MBA WIUU, Kyiv, Master of Business Administration