Oleksandra Pronko
Lavon
Summary
Professional with focus on call center operations, bringing valuable experience in team leadership and operational efficiency. Known for driving impactful results and improving customer service standards. Reliable and adaptable, excelling in collaborative environments and committed to delivering excellence.
Pragmatic professional with solid experience in leadership roles. Adept at implementing strategic business plans, driving growth and improving operations. Skilled in financial management and stakeholder relations. Collaborative and dedicated to building and leading talented and motivated individuals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Response Center (Call Center) Director
Aramark Healthcare+ (Boston Children’s Hospital)
12.2023 - Current
- Lead quality improvement initiatives to enhance patient outcomes and satisfaction
- Monitor call analytics and conduct weekly call recording audits for quality control
- Hire and train team members, focusing on resolving customer inquiries effectively
- Prepare reports to track and improve customer satisfaction, ensuring compliance with regulatory standards
- Ensure compliance with all regulatory and accreditation standards related to nutrition care
- Leader in EPIC transition hospital wide and its implementation into Food Services team
Learning and Development Specialist
DENS Facility Services – a Flagship Company
09.2022 - 07.2023
- Collaborated with subject matter experts to develop training programs addressing departmental needs, leading to a3% revenue increase
- Analyzed existing processes to identify opportunities for workflow improvement, boosting employee performance by7%
- Enhanced training delivery methods, resulting in a15% increase in learning engagement
- Monitored employees’ completions of onboarding and mandatory regulations and compliance training to identify/address gaps and provided ideas for cross/additional training to expand employees’ knowledge on company business processes
- Coached management team in optimizing competence development efforts in all functional areas to leverage the skills of the employees to their full potential
- Leveraged technical skills in using existing software and tools for the improvement of quality metrics
- Trained end users of all levels of the company, developed workflow processes
Operations Training Specialist
Ball Corporation
03.2021 - 02.2022
- Created and implemented an effective training program that enabled teams to safely and effectively perform consistent, high quality, role-based work across assigned plants to maximize operational performance
- Consulted a management team directly on training strategy and helped improve team performance by30% within1 year
- Developed surveys to identify training needs based on projected production processes and changes and leveraged the surveys to create/improve training programs and documentation to optimize employees’ performance
- Identified, tracked and resolved system issues, drove improvements to the learning experience and improved system interaction by18% quarterly
- Developed and delivered regularly-scheduled plant training with approved methods, skills and techniques which helped with the team’s safety and morale
- Evaluated the effectiveness of training programs and recommended improvements to upper management by analyzing data from SAP SuccessFactors to improve performance by50% within1 year for operations team
Safety Training Analyst
Gallo Winery
02.2019 - 07.2020
- Managed relationships with internal partners including cross-functional management representatives, operations, training staff and multi-site employees, and external partners including vendors and contractors
- Prepared and reviewed documentation including employee manuals, departmental and company policies and procedures, and data trending reports
- Extracted and analyzed data reported in various systems
- Prepare findings for stakeholders by creating visuals, dashboards and Excel reports
- Maintained physical and electronic training files to ensure compliance with Occupational Safety and Health Administration (OSHA) standards
- Supported internal and external compliance and safety audits
- Established Forklift Certification Program
- Created a process for all stakeholders to successfully measure participation, including monitoring completion rates
- Used LEAN Six Sigma methodology to implement improvements to the company operational processes to improve employee performance by42% within6 months
- SCORM package full testing and uploading to LMS (SAP SuccessFactors)
- Developed procedures and training materials including Work Instructions, SOPs and supported training and coaching activities for employees
- Configured, monitored and maintained multiple aspects of LMS such as reporting, entering data and running completion reports
- Uploaded and tested SCORM files into LMS which included multiple eLearnings
- Approved recommendations for learning management system changes
- Instructional Designer of online formal training programs using Articulate360, uploading and end user testing of training modules
Operations Support
Gallo Winery
11.2017 - 02.2019
- Input and verified company – wide inventory and purchasing data in enterprise resource planning (ERP) system, SAP SuccessFactors
- SME for Gallo Winery ERP system and PLM data structure
- Designed and delivered SAP training for the company employees of all levels
- Supported and implemented FDA GMPs to ensure consistent quality and safety of manufactured products
- Represented operations department on cross-functional projects such as ASPIRE for SAP
- Supported technical review of vendor data, incoming goods records, and equipment calculations; vendor management
Data Systems Analyst
The Press Democrat
05.2016 - 10.2017
- Prepared data analysis to support monthly audit activities
- Processed document publishing runs for all available products through Champion
- Prepared complaint reports and entered associated data into electronic data management systems
- Managed carrier’s contracts and corporate payments
- Proactively used and analyzed data to support and meet organizational goals
- Identified and resolved data quality issues
Social Media Coordinator
Sonoma Sterling Limousines
06.2015 - 05.2016
- Managed multi-site, cross-functional project plans to meet company timelines and objectives
- Coordinated social media promotional activities
- Identified area for improvement based on analysis and interpretation of company performance data using Google Analytics
- Represented company at Chamber of Commerce events in order to develop external relationships and promote business to increase company sales
Web Project Management
Planeteria Media, Inc.
08.2014 - 05.2015
- Ensured website compliance with American with Disabilities Act (ADA) Standards for Accessible Design
- Managed company – wide projects to ensure timely execution in accordance with business objectives
- Participated in meetings with internal project teams and external clients
Education
AS - Computer Science
Santa Rosa Junior College
Santa Rosa, CA12.2015
Web Project Management Certification - undefined
Santa Rosa Junior College
Santa Rosa, CA12.2015
Bachelor of Science degree - Computer Science
University of Luhansk
06.2010
Bachelor of Arts degree - English as a Second Language
University of Luhansk
06.2010
Skills
- Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint and Outlook; and Articulate360
- Extensive knowledge of SAP SuccessFactors, S4/HANA and Fiori (SCORM), Workday, Adobe Photoshop, Litmos, EPIC
- Customer experience
- Staff training and development
- Operations management
- Workforce management
Certification
- Designed, developed, and implemented an OSHA safety and compliance training program, improving completion rates by23% in six months.
- Configured and maintained reports within Litmos LMS and SAP SuccessFactors, establishing completion KPIs for all training programs for5,000 employees.
- Streamlined internal operational processes across multiple business units, resulting in a20% quarterly improvement in performance indicators for operational staff.
- Collaborated with subject matter experts to create in-person and eLearning content, enhancing content engagement and compliance rates.
- Acted as subject matter expert for SAP SuccessFactors LMS, optimizing system engagement and reducing administrative time for employees.
- Utilized LEAN methodology to improve training content, achieving a15% increase in learning engagement and9% in task delivery efficiency.
CORE COMPETENCIES
- Training and Development
- Project Management
- Performance Management
- OSHA standards, Food safety
- ServSafe certified
- SOP writing, SharePoint
- Instructional design
- Inventory management
- Business Process Improvement
- Communication/Active Listening
- Human resources, adult learning principles and methodologies
- Critical, analytical skills
- Train the trainer program management
- HIPPA
- Employee Engagement
- Training Facilitation
- Environmental Conservation
- Research and data analysis
- Document control system
- OJT implementation
- Warehouse management
OTHER PROFESSIONAL EXPERIENCE
- Computer Laboratory Assistant, Santa Rosa Junior College, Santa Rosa, CA, January2014 – June2014
- Au Pair, Au Pair Care, Healdsburg, CA, January2011 – January2013
- Computer Laboratory Supervisor, Starobelsk Gymnasium, Starobelsk, Ukraine, December2007 – December2010
Languages
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
Timeline
Service Response Center (Call Center) Director
Aramark Healthcare+ (Boston Children’s Hospital)
12.2023 - Current
Learning and Development Specialist
DENS Facility Services – a Flagship Company
09.2022 - 07.2023
Operations Training Specialist
Ball Corporation
03.2021 - 02.2022
Safety Training Analyst
Gallo Winery
02.2019 - 07.2020
Operations Support
Gallo Winery
11.2017 - 02.2019
Data Systems Analyst
The Press Democrat
05.2016 - 10.2017
Social Media Coordinator
Sonoma Sterling Limousines
06.2015 - 05.2016
Web Project Management
Planeteria Media, Inc.
08.2014 - 05.2015
Web Project Management Certification - undefined
Santa Rosa Junior College
Bachelor of Science degree - Computer Science
University of Luhansk
Bachelor of Arts degree - English as a Second Language
University of Luhansk
- Designed, developed, and implemented an OSHA safety and compliance training program, improving completion rates by23% in six months.
- Configured and maintained reports within Litmos LMS and SAP SuccessFactors, establishing completion KPIs for all training programs for5,000 employees.
- Streamlined internal operational processes across multiple business units, resulting in a20% quarterly improvement in performance indicators for operational staff.
- Collaborated with subject matter experts to create in-person and eLearning content, enhancing content engagement and compliance rates.
- Acted as subject matter expert for SAP SuccessFactors LMS, optimizing system engagement and reducing administrative time for employees.
- Utilized LEAN methodology to improve training content, achieving a15% increase in learning engagement and9% in task delivery efficiency.
AS - Computer Science
Santa Rosa Junior College
Similar Profiles
Johana PepinJohana Pepin
Patient Financial Clearance Supervisor: at Boston Children’s Hospital, Boston, MAPatient Financial Clearance Supervisor: at Boston Children’s Hospital, Boston, MA
Jake YoungJake Young
Chef Manager at Aramark Healthcare+Chef Manager at Aramark Healthcare+
KEOSHA BURKSKEOSHA BURKS
Regional Financial Analyst at Aramark Healthcare+Regional Financial Analyst at Aramark Healthcare+