Контактная информация

Соискатель указал телефон, эл. почту и LinkedIn.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/3106134

Опыт работы

Product Owner

с 03.2015 по наст. время (9 лет 2 месяца)
Simplio International, Одесса (Online Travel Agency)

* Own, prioritize, and maintain the product backlog, including definition of epics, user stories, acceptance criteria
* Define, prioritize, and drive realization of specific product vision
* Serve as the 'voice of the customer' with delivery teams, representing/reinforcing the customer's perspective throughout the product realization cycle
* Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against product roadmaps and release plans
* Continuously and transparently communicate with internal stakeholders the prioritization of the product backlog and the status of development efforts via product demos and release plans
* Work with Scrum Masters to help direct, motivate, and guide the delivery teams
* Manage, prioritize, and assess the impact of defects, including providing key input on the decisions to fix or defer
* Review, accept, and prioritize feedback and new requirements from project stakeholders
* Review output of development to ensure specified acceptance criteria has been completed

Products:
- CRM
- Additional services
- Notification system
- Loyalty (promo-codes, bonuses)
- Cross-sell
- IVR

Product Owner

с 09.2014 по 02.2015 (5 месяцев)
TravelTECH, Одесса (IT/Solutions for OTA)

* Own, prioritize, and maintain the product backlog, including definition of epics, user stories, acceptance criteria
* Define, prioritize, and drive realization of specific product vision
* Serve as the 'voice of the customer' with delivery teams, representing/reinforcing the customer's perspective throughout the product realization cycle
* Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against product roadmaps and release plans
* Continuously and transparently communicate with internal stakeholders the prioritization of the product backlog and the status of development efforts via product demos and release plans
* Work with Scrum Masters to help direct, motivate, and guide the delivery teams
* Manage, prioritize, and assess the impact of defects, including providing key input on the decisions to fix or defer
* Review, accept, and prioritize feedback and new requirements from project stakeholders
* Review output of development to ensure specified acceptance criteria has been completed

Products:
- CRM
- Online chat
- Telecommunication

Customer Service Director

с 07.2012 по 05.2014 (1 год 10 месяцев)
Senturia, Одесса (Online Travel Agency)

* Manage a team of customer service representatives
* Prepare monthly, quarterly and annual reports and forecasts
* Support team with new features and product launches
* Maintain and follows audit standards to ensure a satisfactory audit
* Motivate staff to achieve identified sales goals while providing superior customer service.
* Interview and hire staff. Assess needs/plan ahead
* Administer and/or assist trainers with training programs for new hires and existing staff
* Develop training documents and procedures that support call center operations
* Create effective channels of agent feedback
* Create and sustain a culture that encourages high performance of individuals and teams
* Set performance standards to meet service goals of company

Supervisor Customer Service

с 07.2010 по 07.2012 (2 года)
Интертелеком, Одесса (Telecommunications and networking)

* Forecast and track key account metrics
* Organizes daily work flow and appropriate staffing
* Resolves complex customer problems
* Suggest solutions and innovative ideas to meet client needs
* Act as the liaison between key customers and internal teams
* Monitor sales performance metrics. Perform monitoring evaluation with each agent as established by Human Resources or the Call Center Manager
* Get feedback and suggest ways to increase customer engagement
* Train, develop and motivate staff
* Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
* Assist with schedule development to ensure call center objectives are covered

Account manager

с 07.2009 по 07.2010 (1 год)
Интертелеком, Одесса (Telecommunications and networking)

* Operate as the lead point of contact for any and all matters specific to your customers
* Build and maintain strong, long-lasting customer relationships
* Ensure the timely and successful delivery of our solutions according to customer needs and objectives
* Assist with high severity requests or issue escalations as needed
* Manage and solve conflicts with clients
* Interact and coordinate with the sales team and other staff members in other departments working on the same account

Account manager

с 07.2007 по 07.2008 (1 год)
MTC, Одесса (Telecommunications and networking)

* Operate as the lead point of contact for any and all matters specific to your customers
* Build and maintain strong, long-lasting customer relationships
* Ensure the timely and successful delivery of our solutions according to customer needs and objectives
* Assist with high severity requests or issue escalations as needed
* Manage and solve conflicts with clients
* Interact and coordinate with the sales team and other staff members in other departments working on the same account

Образование

ОНАПТ

Технология храниения и переработки мяса, Одесса
Высшее, с 2005 по 2010 (4 года 9 месяцев)

Дополнительное образование и сертификаты

Scrum Alliance, CSPO (Certified Scrum Product Owner)

2015

Знания и навыки

Знание языков

• Русский — свободно
• Английский — продвинутый

Дополнительная информация

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