Валентина

Valentyna Dronova


March 28, 1965
[открыть контакты](см. выше в блоке «контактная информация»)
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Education

1982 – 1986 рр.
Kyiv Trade Economic Institute, specialty: “Commodity research and organization of food products trade”.
1996 – 1998 рр.
Psychological Training «Human Personal Relations”
2000 – 2002 рр.
English Courses “English Language Center”
2009 р.
Qualification upgrade Course: “Civil Law”
2010 р.
Qualification upgrade Course: “English”
05-07.2011 р.
Qualification upgrade Course: “Management of foreign economic activity”
11.2011 р.
Training course “Development program for Sales agents”
02.2012 р.
Training course “Presentation Skills upgrade”
06.2012 р.
Video-training «Effective couching of Sales agents»
07.2012 р.
Training course «Developing plans and control of Sales agents»

Рrofessional experience

09.2024 – 03.2025

06.2023 – 06.2024

Telus Digital - Customer Support Analyst in a Fintech Account
• provide solution to questions/inquiries encountered in money transfer transactions or forward the issue to the relevant units
• provide timely reply and accurate information on the client’s request
• assist customers through multiple channels, including phone, email.

LLC Aviacontact, project “OMIO”
Payment & fraud Trainer

- resolving disputes: defend company’s interests in charge-back cases in Adyen, Braintree, Sabadell and PayPal systems;
- - analyzing and processing till resolution various cases: unconfirmed Aer booking cases, air refunds and surcharges, failed refunds, ground failed bookings;
- working out different kind of tasks in BSP system - refund applications (RA), weekly BSP report;
-resolving all difficult non-standard questions from the team through payment queue;
- providing trainings for team members on all processes, mentioned above on daily basis.
In total 7 employees were prepared for their regular job responsibilities under my Supervision.

09.2021 – 06.2023

LLC Aviacontact, project “OMIO”
Payment & fraud Team Lead
- resolving disputes: defend company’s interests in charge-back cases in Adyen, Braintree, Sabadell and PayPal systems;
- analyzing and processing till resolution various cases: unconfirmed Aer booking cases, air refunds and surcharges, failed refunds, ground failed bookings;
- working out different kind of tasks in BSP system - refund applications (RA), weekly BSP report;
-resolving all difficult non-standard questions from the team through payment queue;
- Supervision of team work (_ team members): distribution of tasks, control of effectiveness, providing trainings, developing hard and soft skills of subordinates;
- Communication with OMIO representatives from Berlin, proposing enhancements in existing working processes

05.2019 – 09.2021

LLC Aviacontact, project “OMIO”
Payment & fraud specialist
- resolving disputes: defend company’s interests in chargeback cases in Adyen, Braintree and PayPal systems;
- analyzing and processing till resolution various cases: unconfirmed Aer booking cases, air refunds and surcharges, failed refunds, ground failed bookings;
- working out different kind of tasks in BSP system - refund applications (RA), weekly BSP report;

01.2018 - 04.2019

LLC Aviacontact, project “KIWI”
Claims specialist
-analyzing and resolving refund applications for customers
- processing customer's refund and change requests

11.2016 – 08.2017

Café “Golden Dukat”, Bucha city (Kyiv district, Ukraine)
Managing Director

• Management of all operational cycles in the café: cooperation with suppliers; products and service quality control, responsibility for acceptable level of profit.
• Education, and knowledge check of employees, coordination of whole staff work.
• Public Relations: development of positive, social and cultural, image of the café “Golden Dukat” among local publicity.

Achievements as Managing Director in Café “Golden Dukat”:
• Service level improvement in the Café “Golden Dukat”, a number of loyal Customers increased, regular articles about Café in local media sources appeared;
• New image of the Café was created and successfully introduced on the market, “Golden Dukat” became known as art-creative space, where literature-reading and live-music events often occurs.
• English Speaking club was established based on the Café space.

2013 - 2016
Support with grandchildren.

11.2011 – 08.2012

MetLife Alico, Insurance company
Region manager:
• Effective management, control and coordination of sales agencies in Kyiv and Central Ukraine;
• Development of Sales agencies network in Kyiv and Kyiv district;
• Development of efficiency of Sales agencies, increase the amount of active Sales agents;
• Development strategic plan of growth for each Sales agency
• Couching and improvement managers’ skills in recruiting, sales and network development;
• Daily monitoring and control of Sales agencies’ activities

Achievements as Regional Manager in MetLife Alico:
• Implementations of new development strategies, which lead to monthly sales over fulfillment, in some agencies sales increase was up to 150%;
• The highest Quality business rate among all regions in Ukraine (90% const);
• Average efficiency of the agencies under my supervision increased (active agents rate has increased from 50% to 80%);
• Improving recruiting activity of sales managers, activation of new approaches and channels of recruitment.

2007-12.2010

Dniprovska State Administration in Kyiv city
Head of the Trade and Consumers’ rights Department:
• Management the Department of eight persons, development of law and normative acts, issues, development of complex programs in Trade, Consumers’ rights protection and Pricing.
• Submission of 25 proposals for trade services improvement, 75 proposals for the development of social markets network. Mentioned proposals were considered while establishment of such communal enterprises as “Domashniy magazyn” (Home shop) and “Kyivski rynky” (Kyiv markets).
• Implementation of 85 proposals for the development of small retail trade network in Spring-Summer season, which has increased inflow to Dniprovskiy district state budget on 120 000 UAH.
• Price stabilization in Dniprovskiy district, price level has decreased on 10-15%, by arrangement of 28 Agricultural fairs.
• Several times was awarded with Diplomas and Recognitions from the Head of Dniprovskiy district Kiyv Council and once received an official Recognition from the Head of Kiyv State Council.

2006-2007
Dniprovska State Administration in Kyiv city
Trade and Consumers’ rights Department
Chief Economist in Price control:
• Preparing of law and normative acts, issues, participation in development of complex trade programs, programs of Consumers’ rights protection, and Pricing programs;
• Arrangement of district and city Agricultural fairs on monthly base;
• Organization of different district and city arrangements.

1994 – 2006
Private Entrepreneur
Owner of the network of clothes stores:
• Development of business from the very beginning up to network of stores;
• Partnership with over 10 suppliers;
• Turnover increase up to 100’000 USD yearly.

Professional Skills:

• Wide experience of public speeches and training activities;
• Developed skills of effective presentation;
• Good experience in supervision, couching and increasing of professional level of other people;
• Advanced skills of persuasion and successful negotiations on different levels;
• High level of communicative skills;
• Successful practice of personal sales;
• Experience user of PC: MS Windows, MS Office (Word, Excel, Outlook).

Personal features:

• Responsible, communicative, hardworking, reliable, punctual, self-organized;
• Team working, analytical mind, high ability for getting new skills and knowledge;
• Decision-maker, also in difficult, non-standard situations;
• Act responsible for the own decisions.

Languages:

Ukrainian - native, English – advanced, Russian – fluent.