Irina Mckoskey Email & Phone Number

Saint Paul, Mn, Us

Bloomington, Minnesota

• Gather client’s business requirements. Leverage knowledge of internal systems and business processes to offer standard and/or one-off solutions.• Manage implementation projects: create and maintain project plans, track progress and ensure deadlines are met.• Set up, test and configure systems as part of completing an implementation project. Hands-on configuration of existing features. • Research, diagnose and resolve setup and configuration problems. Manage escalations as appropriate. • Conduct peer training. Identify procedural and documentation gaps.

• Performed routine client support functions. Maintained existing functionality. Created and maintained client specific documentation. • Researched, resolved and followed up on client escalations ranging from configuration to customer support issues. • Provided standardized and ad hoc reporting support. Built client specific business presentations.

• Performed Level 2 customer support functions. Supported a wide range of client programs to ensure that operational requirements were met. Researched customer complaints and communicated resolution to customers. • Served as an escalation point for service-related issues. Took escalated calls. • Engaged in miscellaneous customer service related projects. • Supported two Level 2 helpdesks.

• Interacted with end customers in a high-volume call center.

Greater Minneapolis-St. Paul Area

• Customer interaction and direct sales of airplane tickets: quoting, making reservations, accepting payments, issuing airplane tickets for walk-ins and telephone clients.• Managing academic and government accounts: sales, bill processing. • Providing a wide range of customer support functions: exchanging tickets, filing claims for refund, ordering special services. Interacting directly with airlines to resolve customers' problems and concerns.• Preparing sales report.

Running a busy fast pace language center:• Provided leadership to an international team of 20 people, oversaw daily operations and business functions in a large and busy language center. Oversaw enrollment process, managed the center timetable. Resolved customer service issues. • Used leadership skills to develop additional revenue streams. Introduced 3 new courses and seminars into the language center curriculum. Led effort in reaching out to new markets broadening client base.• Performed staff recruitment, conducted interviews, training, skill assessment. Managed work and vacation schedules, ensured proper execution of employment contracts.• Established organizational structure, set priorities and goals. Identified continuous improvement opportunities, implemented re-engineering of processes. Re-organized the teacher documentation station, which resulted in a 66% reduction of rework and a significant improvement in class administration. Developed and introduced new enrollment procedures as well as a database, which resulted in tools for CRM and an increase in the overall transparency of and accountability for the enrollment process.• Oversaw the language center finances: budgeting, bill processing, maintaining journals for accounting and payroll purposes, maintaining inventory of office supplies.• In 2007 my language center was recognized the best Language Link center out of 15.

• Led a project team which developed franchisee manuals within the Franchising Work Group opening a new revenue stream for the company. Provided advice on business organization and daily operations for franchisees. • Provided administrative support and coordination for 15 language centers across Moscow and Moscow region. Provided them with academic materials and resources. Solved staffing problems. Served as a point of contact for and liaison between management, department personnel, teachers and administrative directors of the language centers.• Planned and coordinated monthly meetings and training sessions for staff from all Moscow and Moscow region centers, produced minutes, coordinated coffee breaks and lunches.• Assisted Call Center with calls from students answering questions and resolving problems, provided academic counseling for students.• Supervised the Resource Center.

• Provided a full range of library services. • Developed and successfully executed a library automation project which automated library processes, reduced check-out time by half and loss of library items.• Supplied library resources to 15 regional language centers, coordinated logistics. Processed invoices.

Teacher of French and English. Taught adult, kids, conversational and business courses.

Russia

Master'S Degree, Cultural Management

In conjunction with Moscow School of Social and Economic Sciences (Moscow, Russia)

Master'S Degree, Linguistics

Bachelor'S Degree, Secondary Education And Teaching

French and English Instruction