Iryna Syrotych Email & Phone Number

Kyiv, Kyiv City, Ukraine

Develop knowledge management strategy and practices in the organization.Oversee and control the knowledge management framework/strategy (roles, processes, technology and governance).Design and maintain knowledge repositories, assign knowledge owners and SMEs.Collaborate with SMEs on writing and/or revising knowledge articles consistent with the knowledge management strategy.Monitor, evaluate, lead annual audits and report on knowledge content usage, developing strategies to ensure continuous improvement.Design and support the feedback management process on the knowledge bases (both internal and external).

Lviv, Ukraine

• Provide customer support via the ticketing system: user and exam vouchers management, escalate tutor inquiries and product bugs, troubleshoot technical issues with the learning platform and the website, reply to complaints, and public reviews, support the website chat. Work with the sales and finance team to ensure customers receive licenses, extensions, and invoices/receipts.• Prepare customized reports regularly: customers learning progress, exam results, completion rates, license usage, vouchers expenses.• Learning Management System administration: setting up white-labelled platforms, branches, learning plans, certificates.• Assist with audits for third-party partners: collect survey data, customer complaints, and solutions, adjust policies, and create workflow diagrams.• Maintain and monitor the Support Team stats: reports on tickets and long-term tasks, customer satisfaction, KPI, SLA. Set up new internal processes, conduct meetings, and training.• Arrange the processes for newcomers: training plan and manual for a newcomer, interviewing, onboarding, and mentoring.• Create a Knowledge base for the ticketing system, FAQ base for the website, Process guides, and workflow diagrams for the Team.• Ticketing system maintenance: creating/updating macros, ticket fields, automation rules, triggers, views.

Lviv, Ukraine

• Assure that the team members have the necessary education and training, and provide guidance to the team based on management direction• Maintain newcomers integrity• Coordinate with internal clients, prioritize tasks, escalate issues • Provide status reporting of team activities, and statistics (weekly, monthly)• Assists management with hiring processes• Provide support to carriers via email by monitoring and responding to emails • Qualify and approve carriers for setting up• Verify insurance, safety, and active authorities• Ensure new carrier organizations are properly set up

Lviv, Ukraine

• Market analysis, best offers selection, assist tourists• Advertise campaigns and strategies, tour package sales according to the plans, and tours on credit• Preparation of documents for visa procedure, work on insurance policies• Maintenance of a cash book, work with a cash register, weekly reports• Engaging with clients upon arrival

Master'S Degree, Tourism And Travel Services Management

Education record

Activities and Societies: 10.2006 - 05.2007 Lviv regional Junior Academy of Sciences