Resume Team Lead

Oksana **********

Additional Skills

Google Docs and Microsoft Office
Languages - English, Ukraininan,
Russian

PERSONAL PROFILE

Open-minded and flexible specialist. Eager to get new experience and implement knowledge in work. Highly interested
in data analysis and reporting. Experienced in customer satisfaction surveys conduction, quality control and remote
team management.

SOFT Skills

- Easy-learner
- Effective communication
- Detail oriented
- Time management
- Teamwork
- Motivation

Get in Contact

Mobile: ************
Show contacts
***********************
11 Domostroitelnaya Street,
Kharkiv, Ukraine 61174

Work Experience

TEAM LEAD

InfuseMedia | June ****************

- Motivation and care for the team, conflict resolution
- Development and implementation of salary schemes
- Analyzing and adaptation of scripts for B2B lead generation
- Database analysis to get relevant contacts
- Reporting and analyzing team's results
- Communication with Campaign Managers to achieve project goals

PROCESS & QUALITY SPECIALIST

Global Bilgi | April ****************

- Quality control of customer service staff in social networks, chats and calls
- Customer satisfaction surveys conduction
- Development of procedures and recommendations for customer service
- Decision-making on contentious customers complaints on behalf of the company
- Preparing detailed reports for clients and internal stakeholders
- Writing tests for call center agents
- Training conduction

Education

V. N. KARAZIN KHARKIV NATIONAL
UNIVERSITY

Bachelor of Economics and Marketing,
2017

Master of Marketing, 2019

INBOUND CALL CENTER AGENT

Global Bilgi | April *****************

- lifecell mobile operator customer service (including English-speaking customers); 
- Consistently high performance results (pe************* out of 5); 
- Internship in the Process & Quality department, which later helped to take a position
in this department; 
- Completed trainings "Ideal operator", "Conflict management", "Cross sales",
"Telesales", which later helped to achieve better results and control the quality of
outgoing sales campaigns