Resume Project manager

Viktoriia *****
Dnipro, Ukraine
M: Show contacts
E: ************************; (mailto:************************) Skype: vikontessa_z

Job goals: full-time, working with outsource teams, IT sphere.
Areas of expertise:
•

Customer service

with the focus on sales and customers’ retention

•

Quality of service

•

Start-up and managing outsource team

•

KPI and SLA oriented

•

Jira, Confluence, Tableau knowledge, proficiency in Agile

•

Product improvement (internal support tools, reports, IVR, voice recognition, routing, call backs

automation)
•

Web-sites and mob applications testing and searching for user-friendly solutions

•

Contact center monetization (phone payments, schemes, transaction of payments)

Career history:
Outsource Call center Team Lead

Together Networks - 2017

– 2018

- Responsible for functioning of 3 outsource teams: 20 agents on incoming calls, 4 sales agents on the hot
leads and cold calls, and successful start-up a new team of 10 agents on incoming calls; Senior support
manager with product tasks, product owner.

Main achievements: outsource call-center start up, achieving highest retention rate on the cancellation
lines (60-65%), phone payments increase by covering declined leads, achieving call center KPIs
SL=95%,

agents’ productivity increase by schedule and lines optimization, Livechat leads callback

routing.

Support QA Team Lead

Together Networks - 2013

– 2017

-

Responsible for ensuring highest quality level of supporting customers’ requests in the call center, agents’ 

penalties and bonuses, product tasks, group training. 

Main achievements: improving support admin panel for call center and support QA team to optimize 
working process and decrease costs (participating in building CRM, Tableau reports, user’s profile 
structure after migration on the new platform, increasing FCR)

 
Support Quality Assurance Manager ( Senior position)

Cupid plc 

– 2012 

 - 

Responsible for ensuring highest quality level of supporting customers’ requests in the call center by 

evaluating calls, holding meetings with call center agents, group training. 

Main achievements: implemented new QA form to evaluate calls, tools for listening and downloading 
call records, developed new reports to monitor call center efficiency (FCR, customer satisfaction rate), 
compiled the main call center rules and guides for agents. 

 
Customer Support Representative (junior, middle level position) 
 IDE Group (Cupid plc) - 2010- 2012 
- 

Responsible for resolving written requests in ticket and chat systems, processing feedbacks from 
customers, composing templates and canned responses, dating web-site forum moderation. 

 
Education: 
Classic Private University, Master's Degree, Language Interpretation and Translation (English - 1

st

 language, 

German - 2

nd

 language), Zaporizhzhya (Ukraine), 2005 

– 2010 

 
Languages: Russian, Ukrainian - native speaker, English 

– advanced, German – written only

About me: https://www.loom.com/share/2b******************06b7273dc91f