Harriet Klymchuk Email & Phone Number

Stoke-On-Trent, United Kingdom

Enabling exceptional performance and amazing customer experiences from our Customer Operations teams (UK, Spain and NA Operations). Responsible for evaluating, configuring and maintaining the systems and processes that support 250+ users across 20+ teams in 6 locations (primarily on the Zendesk Platform), including live voice and chat channels, internal and external-facing knowledgebases, and automated conversation chabots.Additionally manage vendor relationships with our operational system providers, engaging in their community to give product feedback and be inspired by other ways of working. Ensure we're adopting best practices and maximising our usage of their products.November 2019: Migrated UK, Spain and New Jersey Customer Operations from Oracle Service Cloud to Zendesk, including knowledgebase and tickets for 10 brands.March 2020: All frontline services enabled for full remote working maintaining 24/7 service on all channels.March 2021: Chatbot solution integrated for UK brands with Ultimate.ai; conversation manager for 6 bots for inbound chat service.

Gibraltar

Key responsibilities the same as in Stoke, with added challenges of a smaller management team and HR differences between locations. Additional experience: - Oracle Service Cloud Administration: Responsible for the day-to-day support of the Service Cloud (RightNow) product for UK/EU teams, including access management, tech support, customisations and analytics.- Monthly Reporting and Customer Support Data Analysis: Compiling data from multiple sources to measure the success of the Support department within set KPIs (monthly), and providing breakdown of any notable events that would have impacted performance. Used historical data to gain insights into contact types for projections and improvements. Presented monthly service board paper to Gibraltar Operating Directors.

Stoke-On-Trent, England, United Kingdom

Leading great people and getting the best out of my team, enhancing knowledge about the business to deliver an excellent player experience.Key responsibilities:- Operational Awareness: Taking ownership and responsibility of KPI’s ensuring they’re met or exceeded. Review and analyse performance with key stakeholders in order to minimise risk to the business and enhance player experience. - Product Knowledge: Build product knowledge across brands to support operational awareness, management of the operation and development of direct reports.- Developing Performance: coaching and performance management for a team of 10-15 advisors - QA marking and feedback for direct reports.- Absence Management- Recruitment/Resource Management- Compliance: Ensuring staff are compliant with local, company, and regulatory policies and procedures, owning player complaints or disputes through to resolution.Additional experience:- Oracle Service Cloud Administration: Responsible for the day-to-day support of the Service Cloud (RightNow) product for UK/EU teams, including access management, tech support, customisations and analytics.

Stoke-On-Trent, United Kingdom

Part of an award winning support team (2012 and 2013 winners of the EGR award for CS operator of the year). Delivering excellent service across multiple channels.Additional experience:Supported operation at supervisor level, co-ordinating resource and first-stage incident management.Created player-facing content for support centre articles across multiple brands. Led a feedback review project routinely reviewing NPS and CSAT feedback for player outreach and service enhancement. Created and delivered training for UK peers and also to new support team in our New Jersey office (three month period in NJ office in 2014).

Stoke-On-Trent, United Kingdom

Client-facing role, promoting Staffordshire University (and at AimHigher events, impartially promoting University life and education in general). • Providing assistance at University events on campus, including campus tours, answering questions, engaging prospective students and parents.• Running workshops and delivering higher education talks in front of audiences large and small (from classrooms to lecture theatres), both at University and AimHigher events.• Organising teams and ensuring all areas were sufficiently staffed. • Assisting on interview days, registering interview attendees and ensuring they met their appointments on time while on campus.• Completing additional administrative support tasks such as data entry and campus audits.• Assisting with Higher Education survey data collection by making outbound calls to University graduates.

Stoke-On-Trent, United Kingdom

Office support and reception duties for the International Student Support Office at the University. • Eliciting information from students in person and over the phone• Scheduling appointments for students with Student Visa Advisors, issuing reminders via email and telephone• Providing assistance and advice to students for non-immigration issues. • Office support through organising files and case notes and contacting students.• Helping to organise and support coach trips to UK cities to enhance the international student experience

Commendation (Pgdip), Legal Practice Course

Activities and Societies: Law Society, Student Academic Representative 10/11 Legal Practice Course student, graduated in July 2011.

2:1, Llb With Journalism Studies

Activities and Societies: Law Society, Drama Society, Students' Union Council, One Media Group (SU news group), Student Academic.

Education record