Position: Product manager, Project manager
Category: Project Manager
English level: fluent
Years of experience: 4

Achievements on Business Analyst position:
•	KPIs were implemented and optimized, which significantly increased the transparency of agents’ work and results for senior management (increased quoted amount for 1.7% and conversion rate for 2.2%)
•	New methodologies for evaluating agent performance were implemented
•	Organized meetings with managers from the US office for processing monthly reports with them
•	Worked with Scrum Framework
Project Manager
January 2020 – February 2020 (1 month)
The Ad Masters American IT company

Responsibilities:
•	Communicating with CEO
•	Prioritizing and delivering tasks to the team
•	Checking and evaluating quality and performance of HR department 
•	Providing daily performance reports per agent
•	Organizing recruitment processes in the company 
•	Implementing of PM tools(Asana) in daily routine to increase transparency for higher management and optimize agent’s performance 


Business Analyst / Junior Project Manager
May 2017 – December 2019 (2 years 6 months)
Nextiva American VoIP and IT company

Responsibilities:
•	Checking and evaluating the quality and performance of all departments in the company (sales, support, onboarding departments, etc.)
•	Checking and evaluating agents performance in chat and on the phone calls;
•	Providing monthly reports based on the average results of checking and evaluating;
•	Experience in choosing the optimal solution for the client and selling the product via chat;
•	Testing convenience and functionality of the product (CRM testing) 

Responsibilities as a junior project manager:
•	Participation in scrum meetings with the development team
•	Prioritization of the tasks 
•	Writing user stories
•	Communication with business users and other internal departments, gathering feedback regarding new functionality
•	Forwarding feedback to the stakeholders


Customer relations representative 
August 2016 - May 2017 (10 months)
Runway BPO
Responsibilities:
•	Handling complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
•	Sending official responses on behalf of the company regarding possible compensations due to flight irregularities
•	Providing the clients with efficient customer service via phone, online chat and email in English 
•	Solving customers` technical problems with the website and product applications
•	Assisting and providing help for new-hires with difficult cases while side-by-side training; sending written feedback of their performance
Open to all challenges