Position: Operations Manager / Customer Support Team Lead / Quality Control Specialist
Category: Support
English level: fluent
Years of experience: 5

• Created over 12 new business processes for Customer service and Sales departments in 10 months' time using BPMN modeling
• Designed and created Quality Control procedures and KPI metrics for Customer Service & Sales departments
• Conducted staff training for a team of 15 employees
• Increased sales agents' effectiveness and conversion rate by an average of 20 % within 3 months.
Experienced and professional IT Operations Manager with over five years of successful experience in Customer Service, Sales, Quality Control, and Process Management in IGaming & Financial Markets industries. Familiar and adept in Customer Experience, Quality Control, Process Management, and Compliance Matters. Reputation for continually achieving on-time and under-budget performance goals.

Employment History:

Sales Operations Manager, Newtrex
July 2021 — March 2022

• Managed the implementation of new processes as well as the elimination of outdated and ineffective processes. Coordinated with management on special projects.
• Increasing customer satisfaction, loyalty, and retention. Suggesting areas of improvement.
• Established training materials, procedures, and quality assurance programs (KPI). Trained and supervised new personnel, ensuring that all policies and procedures were fully followed.
• Writing up reports on business operations for the executive staff, as well as provision of feedback on the performance of business processes.
• Resolved issues within the department, avoiding conflict and developing excellent communication skills.
• Informed the team of all new information related to updates in products and procedures.

Quality Control Specialist, Squro, Newtrex
June 2019 — July 2021

• Monitoring, inspecting and proposing measures to correct or improve a company's final product and processes in order to meet established quality standards.
• Identification and resolution of workflow and services quality issues. Reporting results of quality metrics. Making recommendations and driving implementation based upon findings.
• Assist in developing and executing a quality assurance program to include agent performance standards and workflow for the Contact Center.
• Coordinate closely with team leaders and managers on quality performance management. Make sure that company employees follow documented procedures and standards.

Customer Service Representative, Kyiv
February 2017 — April 2019

• Providing customer service and assistance with payment processing. Building relationships with key customers.
• Keeping accurate records of customer complaints. Resolving issues in an effective and polite manner.
• Responding promptly to customer inquiries via telephone, chat, and e-mail.
• Processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filling KYC documents.