As a Project Manager, I was responsible for overseeing five critical areas that focused on company lead generation and ensured comprehensive departmental management:

1. Customer Support Centre:

I established a customer support centre from scratch for WAWI Company. I oversaw the recruitment process and developed support operation protocols. Created a structured and informative knowledge base for the staff. Made additional soft skills training to enhance employee-client communication. To track the centre’s performance, I developed and monitored KPIs. I also facilitated communication between the Customer Support and Marketing departments to ensure that they had a comprehensive understanding of client acquisition sources.

2. Property Listing Team:

I established KPIs for the Property Listing team and tracked property listing progress on platforms such as Property Finder and Dubizzle. I monitored lead generation through these services to ensure that the team met their targets.

3. Broker’s Management:

I tracked broker activities from their first day at the company and managed leads while monitoring client deal closure progress. I conducted comprehensive training sessions covering both hard and soft skills. I also ensured prompt feedback collection from brokers regarding lead quality and status.

4. Broker Manager Relations:

I provided support in internal management initiatives and gathered feedback on brokers and their lead management performance.

5. CRM and Telephony:

I selected and fully customized a CRM system for the company, implementing sales funnels. I also selected and implemented telephony solutions for brokers and the contact centre.

6. To track the company's performance, I oversaw business analytics for report generation and analysis in PowerBI.

I manage two main areas of the contact center of the real estate agency “The Capital” . My tasks include:

? development of a contact center in the direction of Dubai;

? development of a contact center in the direction of Poland;

? employee training;

? prescribing and implementing call center processes;

? scaling and further development of the contact center;

? work with a team of 20+ people;

? cooperation with marketing to increase the number of customers and sales volumes;

? analysis of the work of employees;

? advanced training of coaches, team leaders, and quality specialists;

? work with setting up telephony, instant messengers, and CRM.

It was a project with a limited time of work.

• Automatization of all processes in the company;
• Cooperation with Business Analysts to create new reports in the BI system;
• Lead and mentor the quality team;
• Creation of QA Tool for the company

• Creation of manuals for Customer Support (for coaches, QA, Project Managers, Team Leaders, etc);
• Creation and realization of trainings for agents and company administration (hard/soft skills);
• Creation of online trainings (text writing, editing, sound) in English and Russian;
• Creation of QA Tool for the company;
• Assistance in attracting new clients;
• Staff development;
• Customer support procedures alignment

• Plan, develop, and provide training and staff development programs and activities through classroom training, demonstrations, webinars, on?the?job training, and workshops, and e?learning platforms;
• Supervise design of new training programs;
• Lead and mentor the training team; Identify training and development needs of management and staff in the Bank on an ongoing basis;
• Develop training policies, procedures and manuals as required;
• Describe training business processes and training roadmaps;
• Giving feedbacks to agents;
• Conducting trainings in English, Ukrainian and Russian.

• Administration of LMS platform includes responsibility to: In cooperation with SMEs, Science and Training departments develop and coordinate Online Training Courses, create learning modules and other supplemental learning materials for the LMS based on defined Training Plan and stakeholders needs.
• Review existing training materials produced by third parties to determine appropriateness and relevance for the LMS library and Online Training Courses; Address requests for online learning, communicates with the recipients in order to drive the usage of all materials and tools developed, conducts training on request to Work experience recipients on how to use the LMS platform;
• Schedule training classes, update materials, maintain documentation, learning curricula and other learning objects on the LMS; keep the events calendar for the organization.
• Track and report on training outcomes;
• Gather the participants feedback on the learning process through online survey, generate reports and ensure the value of analytic; provide ongoing research for continuous improvement;
• Provide effective consulting and advisory in terms of available and possible learning opportunities;
• Maintain updated curriculum database and training records;

• Improvement of design quality;
• Performance improvement ;
• Agents feedback;
• Daily customer communications, work on the project;
• Teaching new agents;
• Improve all processes within our company;
• Withdrawing of new employees into the line, opening of access to all necessary materials;
• Creation of new educational material for the company;
• Withdrawing of new employees into the line, opening of access to all necessary materials;
• Work with conflicting customers;
• Сreation, improvement of evaluation forms implementation of major projects;
• Experience in conducting an interview.