SRM system
Olha Pankiv
Call manager
Chicago,IL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
4
4
Years of management and administration training
6
6
Certifications
3
3
Languages
Work History
Project Manager
Natalia Panchak
Ternopil, Ukraine
09.2021 - 10.2022
- Met project deadlines without sacrificing build quality or workplace safety.
- Planned, designed, and scheduled phases for large projects.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified plans and resources required to meet project goals and objectives.
- Developed and implemented strategic project plans to meet business objectives.
- Negotiated and managed third-party contracts related to project deliverables.
- Developed and implemented project plans and budgets to ensure successful execution.
Call Center Manager
IT Step Academy
Ternopil, Ukraine
01.2020 - 07.2021
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
- Implemented innovative service strategies to improve customer experience and engagement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
Chortkiv
Belobozhnytska School Of 1-3 Degrees 09.2007 - 05.2016
High School Diploma -
Pedagogical College Named After O. Barvinsky
Chortkiv 09.2016 - 05.2018
Bachelor of Science - Management And Administration
ZUNU
Ternopil 09.2018 - 05.2022
Skills
Negotiation
Software
Microsoft office
Certification
CPM - Certified Professional Manager
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson
Timeline
Advanced study of the English language - November 2022 - now
11-2022
"Sales systems" training - April - June 2021
07-2022
Project Manager
Natalia Panchak
09.2021 - 10.2022
"Project Management" training - April - June 2021
04-2021
"Customer service manager" training - September - October 2020
09-2020
CPM - Certified Professional Manager
04-2020
Call Center Manager
IT Step Academy
01.2020 - 07.2021
"Call center manager" training - January - May 2020
01-2020
Bachelor of Science - Management And Administration
ZUNU
09.2018 - 05.2022
High School Diploma -
Pedagogical College Named After O. Barvinsky
09.2016 - 05.2018
High School Diploma -
Chortkiv
09.2007 - 05.2016
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