Position: Project Manager
Category: Project Manager
English level: intermediate
Years of experience: 8


Customer Support Representative Mar 2015 - Jun 2015
HARD SKILLS
Team Mgmt Data Analysis MS Office
     IT-Star
Kyiv, Ukraine
  Provide customers with information on products and services. Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution. Process orders, complaints and requests. Communicate with customers through various channels.
Jira, Confluence Project Mgmt
Risk management
Google Sheets People Analytics
Task Mgmt
Linux
      Team Supervisor
IT-Star
Jun 2015 – Sep 2016 Kyiv, Ukraine
Goal setting
Delegating
Presentation
    Onboard new employees. Answer questions, provide guidance, and feedback. Devise ways to optimise, procedures, and keep team team motivated. Ensure commitment to policies, fixed procedures etc. Manage relationship between staff and management so that each is contented.
SOFT SKILLS
     Training Specialist
IT-Star
Sep 2016 – Jan 2017 Kyiv, Ukraine
Leadership Organisation Interpersonal Patience
Communication Problem-solving Critical thinking
Time management
    Help build training programs and prepare teaching plans. Deliver trainings. Conduct methodical learning experience and observe their results. Assess training effectiveness with regard to the baseline skills and techniques.
    Project manager
IT-Star
Project manager of the training team
Jan 2017 – Dec 2022 Kyiv, Ukraine
 Recruit, onboard, teach new trainers. Evaluate results. Lead and track success of the training team. Rate progress and evaluate training results. Build, plan and implement training programs. Support and help during training process. Implement training KPIs and prepare reports. Identify team needs and discuss results with the head office.
Head of the customer support team
Plan everything from the beginning to success. Support the team to achieve common goals. Delegate work effectively. Monitor progress and rate results. Identify needs and discuss them with the head office. Manage documentation and reports. Conduct regular meetings. Maintain good relationship within the team. Solve problems and manage heavy workloads. Communicate with IT development team and testing team (related tasks on the development and improvement of the customer support team CRM system).