Position: Junior Project Manager
Category: Project Manager
English level: fluent
Years of experience: 0.5

1. Realization of my own pet project "Rooms&Views" (hotels/apartment aggregator);
2. Implementation of own project "8 weeks training plan for newbies" which improved CS agent’s efficiency results by 20% and provided better coverage of the client's targets by 15%;
3. Creation of a new Progress Tracker (visualization tool via google sheets) that allowed to see/compare the weekly/monthly progress of CS agent's KPI results for the whole project to eliminate low performers and reach all client targets;
4. Achieved the best Team total score (based on 6 KPI metrics) among all 13 teams on all desks of the project in February 2023;
5. Was nominated as the best Supervisor of the month 3 times.
I have 6+ years of combined international experience in the Customer Support field (2+ years in Helpware company, where I’m working currently as a Customer Support Team Lead), and in Hospitality industry (4+ years in 4 different countries: Kyiv, Dubai, Nha Trang and Bali as Concierge/Guest Relation Supervisor). I have managed teams of different scales from 15 to 38 people for 2 years in total. Helped CS agents to improve KPI results and increase clients’ metric target coverage by 24% in 1 year. In the role of Guest Relations/Concierge Team Lead boosted hotel ranking on Tripadvisor to Top-10 hotels in Nha Trang in 3 months by receiving 100+ personalized guest feedback about excellent service. 

In January 2023 I took an IT Project Management course from GoIT company to become a Junior Project Manager and I’m currently fully aware of an entire software development life cycle and have project development experience. Also, I have hands-on experience in following Agile/Scrum/Waterfall methodology.

In March I implemented my own project "Rooms&Views" (a unique website aggregator for searching hotels/apartments worldwide with various booking options on different platforms and comparison by selected criteria).
That project gave me an experience with:
- formation of the roadmap;
- organizational structure creation;
- project budgeting;
- mind maps creation;
- project backlog creation;
- SOW for the project creation;
- risk analysis and planning;
- RACI matrix creation and critical path creation.

So I get excited about opportunities in IT Project Management, where I could use my excellent leadership and communication skills to increase work productivity and optimize processes based on analytical data to make the smiles of the clients brighter!
I'll be happy to start my path as a Junior Project Manager in an international software development company. I'm open to any type of IT project, but if it's connected to the tourism industry it'll be wonderful!