Operational manager

Laba (EdTech) Kyiv Apr 2021 - May 2022

• Analysis of sales managers work, conversion and KPI tracking ( as a result it is enabled to increase every week the product conversion rate)
• Work in AMO CRM and internal system control tasks of managers (distribution of leads between sellers)
• Support sales 10 managers and 4 supervisors (for example if IP telephony stopped working or there are problems with CRM)
• Control over speed of processing leads ( holding processing speed on 20 max 30 minutes which allowed managers to process the requests faster)
• Training of salespeople ( includes introductions with all programs that the sales department used daily) Trained 10 sellers.After training near during 1?2 days, newmate was already effective in less than 2 weeks and made his first sales
• Choosed the best polish services for payments and links generating

Busfor/Blablacar Kyiv Aug 2016 - Aug 2020

• Organization of work of the Customer support department in Polish and English (4 teamates)
• Interaction with carriers and agents
• Listening to conversations and quality control of operators
• Development and expansion of the team, search for personnel if there are vacancies
• Training and retraining of CS employees
• Checking payments (correctness of refunds)
• Control over efficient operation of payment systems (Pay U, Dot Pay)
• Zendesk and Helpdesk Eddy
• Influencing of processes inside the team, work with templates used in the work of the department
• Administering the team: schedule, vacations
• Automated the processes and processing time of refund requests
• Integrated into the Customer Support team: auto-replies, editing templates and translating texts to Polish and English