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

1. Leading the project of migration of Contact Center solution to Cloud in European markets.
2. Improvement of the main KPI Abandoned Rate on the regional level from 15% to 3%.
3. Implementation of various functions in Contact Centers (CallBacks, Email Auto Response, etc) aimed at improving the Customer Service in EU markets
For the last 3 years, I have been working as a Regional Customer Service Analyst and was responsible for developing CS in 27 European markets. My main tasks were to analyze current results with the Customer Service, provide feedback for primary stakeholders, determine the main development zones, set tasks, monitor their implementation, conduct training for the employees, and collaboration with different departments of the company aimed at enhancing CS in Europe. I participated in different projects, for instance, migration of Contact Center solution to Genesys Cloud, implementation of Cumulus (new version of the website) in Poland