DEPARTMENT MANAGER (February 2023 - September 2023)

•Administration of personnel: accesses, dismissals, sick leaves, vacations, control of absenteeism, etc. Calculation of indicators for salary and bonuses

•Team management up to 80 employees

•Work organization for the day, week, month; direction development, process optimization

•Management of team motivation, regular meetings, informing about the results of the department's work

•Management of the load on the teams, timely response to traffic fluctuations or agent malfunctions.

•Monitoring and analysis of work results according to KPI of entrusted department daily/weekly/monthly. Fast reaction to deviations to increase efficiency

•Analysis and management of the risks of receiving fines, critical errors that may lead to the termination of contractual relations or reputational risks of the company

•Verification and validation of the training program

TEAM LEADER (July 2022 - February 2023)

•Monitoring of group performance (daily/weekly/monthly), analysis and presence of deviations (fraud, critical mistakes)

•Increasing the efficiency and quality of work of the agents of my group

•Ensuring the compliance of agents’ discipline and information security of the department. Remote agents control

•Support of the training/mentoring process. Adaptation of new project employees

•Participation in operational meetings

TRAINER | MENTOR (February 2022 - July 2022)

•Training and onboarding of new agents on project

•Created and optimized a training program containing theory and practical tasks

AGENT (July 2021 - February 2022)

•Solving short-term passenger issues in English via calls

•Handling of long-term requests-complaints in e-mails/tickets

•Сreated templates that were launched as corporate for the Customer Relations department