Position: Junior Project Manager
Category: Project Manager
English level: upper
Years of experience: 0

Successful realization of Team Cross Training project, the goal of which was creating an environment where each team member is able to support another one in case of predicted/unpredictable absence or attrition. 

Setting up a series of processes to improve the billing process on the project

Creation of various trackers for easier accounting of hours spent for “unproductive” activities of customer support agents (trainings, meetings, coaching sessions etc) that are being utilized by Team Leads and Operations management

Series of resolved issues in WFM team workflow, as a result - client's and employees' satisfaction with workforce distribution, reduced attrition rate, 100% schedule efficiency ang over 90% of schedule adherence.
Former Workforce scheduling coordinator with 2 years of experience in WFM (Vinted project), currently finishing IT Project Management course. Have experience in managing team, serving as a POC between internal teams and stakeholders. During my presence on the project the workflow of the workforce management have improved from having constant critical escalations from the client to having occasional minor issues. Trained each team member of the current WFM team on the project and have set up a series of processes for simplifying the billing process. 
Successfully went through a CLIMB Leadership program and presented a Team Cross-training project. 
Currently studying PM Agile methodologies and tools, and putting them into practice while creating a pet-project.

Previous working experiences include working as a customer support representative, language specialist (english, spanish), freelance copywriter and queue monitoring specialist.