- Managing a team (~30 HC) 1st line of IT support, ITIL - Led employee relations through effective communication, coaching,training, and development.- Administered monthly and annual reviews to direct reports and set clearand measurable goals, action plans, and follow-up procedures.- Drove performance of staff by creating incentives and positive workatmosphere and administering recognition and rewards programs.- Analyzed team performance data to provide meaningful insights, enablinginformed decision-making.- Cultivated positive, productive team environments, resolving conflictsquickly.- Coordinated team collaboration to share ideas and build best practices.- Recruited and trained high-performing team members, maintainingoptimized customer service.- Delivered regular team meetings for aligned work towards common goals.- Running monthly and weekly meetings with contractor- Enhanced team productivity by implementing efficient task delegation andtime management strategies.- Collaborated with cross-functional departments to drive cohesive effortstowards common goals and objectives.- Achieved project deadlines consistently by closely monitoring progressand proactively addressing any potential roadblocks.- Boosted employee satisfaction through regular performance reviews,constructive feedback, and personal development plans.- Receiving and responding effectively to escalations

- Managing and mentoring a team for acquiring customers and verifying the reliability of contractors (~ 30 HC, 2 LOB),- Supporting the development of the team in the field of sales,- Supporting the team to achieve regional KPIs goals,- Providing coaching sessions, team and 1:1 meetings- Providing onboarding of new agents,- Conducting sales training courses,- Providing feedback to agents,- Auditing and reporting the results to the supervisor,- Cooperation with other departments of the company,- Reporting the results to Vendor Manager and Operation Manager,- Preparation and active participation in WBR,- Analyzing data, preparing reports and analyzes for the client,- Organization of team work,- Reporting problems to the client and introducing preventive actions,- Replacing a supervisor in his absence

- Acquiring new customers and tracking loads,- Customer service via e-mail and phone

- Achieve the sales objectives, customer service – helps in choosing jewelry, after-sales care,- Taking care of the company’s image, considering complaints, direct contact with customer – inbound and outbound calls, contact via e-mail and livechat,- Recommending, selecting and acquiring unavailableproducts for customers in common with their individual expectations,- Professional response to customer inquiries and sudden calls despite the tight work schedule

- Receiving and processing customer requests, direct phone contact with customers, suppliers and restaurants,- Live chat support,- Introducing new employees,- Cooperation with other deparments in the company,- Preparation of summaries, reports and work materials,- Activation and support for new and permanent business partnersSuccesses:Employee of the month: 02/2019, 05/2019, 06/2019,Employee of the quarter Q2: 2019