Maria Grigor Email & Phone Number

Tallinn Metropolitan Area

The company operates within the mobile gaming and sports betting industry, and my role involves full ownership of a key internal tool for managing client requests from multiple channels, including calls, chats, and social media.After receiving feedback from the business on several process and communication challenges, I worked collaboratively with management to identify and prioritize key areas for improvement. Together, we focused on addressing these areas to create a smoother workflow and stronger alignment.My key achievements include:Streamlined Tracking: Transitioned the team from using multiple tracking tools to a customized Jira board, ensuring visibility across all stages of development.Predictable Release Cycles: Established a biweekly release and clear sprint timelines, enabling better planning and alignment across teams.Enhanced Stakeholder Communication: Introduced regular sprint demos and release alerts to keep stakeholders well-informed on new developments.Increased Transparency: Enabled real-time visibility in Jira, reducing dependency on the tech team for updates and enabling business teams with accessible information.Comprehensive Onboarding Resources: Developed manuals, recorded demos, and live presentations to help teams quickly adapt to new features and prepare for upcoming changes.

Tallinn, Harjumaa, Estonia

During the years, the topics of maintaining work-life balance have become more important. While I am not excluded and studying this for myself, I understand that it has roots in how we feel, how we see ourselves, and how confident we are about ourselves. When looking for services within this area, it was a challenging and time-consuming part for me. And time is the most precious asset we have. Once again, looking at it from the client's perspective, I wanted to have something where I could go to one place, learn about available services on the market, find everything I need, quickly book and pay at the time when it suits me. Since I did not find it in the area I am in, I decided to build it. After learning the market and seeing the challenges that some specialists have, I understood that my solution will be a perfect fit for them as well from the CRM point of view. Such a win-win solution.Up till now, I led the entire process, from conceptualising the idea, done market research, built UX/UI design template, built a team, formulated a comprehensive business plan, seeking potential investors, presenting pitch, developed a Minimum Viable Product (MVP), launched it, to acquiring clients and executing marketing strategies on social media platforms. Additionally, designed programs aimed at building client-specialist relationships and increasing overall brand awareness within available resources.

Tallinn, Harjumaa, Estonia

I find the onboarding stage crucially important, whether dealing with external or internal clients. And I believe that happy employees contribute to the satisfaction of external clients. That's why I choose to focus on employees as a primary step.To streamline the onboarding process and ensure high quality, thorough planning is essential. My knowledge and experience from project management, leadership, and software knowledge step in and play an important role. At the same time, it highly depends on the leader’s change management skills. Therefore, my program includes the services of a business coach who supports the leader and employees.Within my offer, I have developed a 2-month program with a holistic approach to onboarding management. The methods used can later be applied to other fields, supporting effective company budget management.Provide expert guidance to SMEs in refining their employee onboarding process. This includes a thorough analysis of the current state, identifying gaps, strategic planning, detailed design, and seamless implementation, complete with KPI management. I also help clients in applying diverse methodologies to ensure a comprehensive view, facilitate automation where applicable, and ensure they are set for success.

Estonia

These are freelancing projects for startups. Here, we collaborated with clients to identify goals, review the existing stage, and build a plan for improvement. In some cases, I had to design workflows from scratch, while in other cases, the existing setup had to be adjusted to meet new plan requirements.- Designed software structure maps for client needs. - Created UX/UI mock-ups for improvement. - Identified functionality gaps and suggested enhancements. - Implemented software changes with full support. - Established streamlined operational processes.

Tallinn, Harjumaa, Estonia

This company's software is primarily designed for recording employees' work and off-time, with additional functionality to maintain employee records and generate reports. The software included multiple user roles, having desktop and mobile versions. As the role was new, I had a great opportunity to build everything from the ground up, including learning options, materials for teaching clients on software usage, and introducing reporting.This client-facing role involved clients globally, across different business sectors. On average, I handled around 35 clients simultaneously. While most clients were in their onboarding stage. There were existing clients too, requiring support to train their employees on our software during transitions or educate them on new functionalities released.As a result, I - Designed flexible learning options for clients. - Provided tailored coaching and support for system implementation. - Improved client onboarding, saving up to 40% of time. - Introduced a holistic system approach based on feedback. - Enhanced communication and reporting for onboarding.

Tallinn, Harjumaa, Estonia

This company is similar to Skype, managing an online community. However, while with Skype it was about one product in many languages, here it involved English across 2K+ different independent topics/products sites.Initially, the role was open for building a team of community support members here in Tallinn, which was highly exciting for me. However, there were 3 company restructures and 5 manager changes during my time with the company, causing changes in priorities. As a result, my team was primarily located in the US and Canada.As usual, I began by learning the existing stage, understanding the strengths and challenges present. Based on my findings, refinement of role responsibilities was needed, and process optimization was required to eliminate legacy steps.Additionally, the existing approach of managing cases across 2K+ communities was inefficient, and a new approach was necessary to enhance client communication and trust. The approach I introduced in the past proved helpful here too.As a result, I - Led and optimised a 10-member support team. - Restructured processes and roles for efficiency. - Simplified approvals and empowered decision-making. - Redesigned software for better alignment and efficiency. - Initiated 2 strategic projects to enhance client trust and feedback.

Tallinn, Harjumaa, Estonia

This role required practical knowledge of the challenges faced by recruiters and candidates. This was crucial to effectively communicate issues at the regional level of management (6) and set the right priorities in software development—skills and knowledge I had acquired from my previous roles. My clients were around 700 recruiters, plus HR managers including country level worldwide. In total over 3K HR employees. Additionally software served all candidates applying for open positions within the company.I began by independently learning all integrated systems, as there was no documentation available. This allowed me to gain a comprehensive understanding of the existing stage and propose improved solutions.I identified gaps in software setup, processes, communication flow, and documentation, implementing solutions across the board. Additionally, I found a way to negotiate better service conditions with vendors.As a result, I - Implemented documentation for 3 HR systems. - Completed 52 projects in 8 months. - Established framework for request submission and prioritisation. - Conducted regular meetings with third parties for case updates. - Restructured team for improved efficiency and timeliness. - Negotiated enhanced contracts with vendors. - Led global team training, reducing costs by 50%. - Improved communication flow and project visibility.VolunteerContact for internship programs at Kuehne + NagelRepresented Kuehne + Nagel at TTU University - career daysInitiated participation of Kuehne + Nagel employees in Back to School Program

Tallinn, Harjumaa, Estonia

My knowledge and skills in recruitment, client communication, education in HR, and ability to manage volumes played a significant role here. When I joined, I had to manage the 2nd busiest language community out of 6. No need to say, with my love for clarity and efficiency, I achieved this within the first two months. Following that success, I began exploring further opportunities to develop the community across other languages too to increase customer satisfaction and trust.Facing restrictions in budget and human resources, I still found a solution. I initiated projects that encouraged active volunteer participation and collaborated with universities through a developed program for students. At the same time, I reviewed our vendor contributions, realigning their time and input on the community to make it more effective and within budget.To manage all of the above, I developed processes, structure, introduced data collection and reporting, and established KPIs.Since the volumes were growing fast and we needed software to manage the data, within the restrictions we had, I made a decision to build a basic but our own system. That was a perfect fit within our collaboration with the university.-I built and led a global team of 82 client support members in under 2 years-Spearheaded recruitment, onboarding, and L&D strategies-Successfully launched a project with minimal resources, reaching 90% coverage-Advocated for contributor recognition and swiftly implemented it-Collaborated closely with TTU and secured approval for the EURES internship program -Attained MS Certification for community contributorsVolunteerRepresented Skype at TTU University - career daysRepresented Skype at BEST debates at TTU UniversitySpeaker at IEEE-WIE Career Talk (Skype)Mentor and judge at first Ida-Virumaa (Narva) HackhatonMentor and member of participant evaluation team at Skype HackhatonDone office tours for international visitors at SkypeSpeaker at Tech Sisters event

Dublin, County Dublin, Ireland

This time, the role was more specialized and involved high volumes. On average, was responsible for between 6 to 16 new joiners weekly in both temporary and permanent setups. I was responsible for all aspects of their onboarding, from introducing them to contract requirements, collecting necessary documentation, and preparing setups to meeting them on their first day, showing them around, and teaching them how to use the time reporting software. By the way, I did not have access to it myself, yet I still found a way to manage it and understand every angle, including bugs.When I initially joined, there was limited documentation on the role, and a significant portion I had to learn independently. Coming from my background where thorough documentation was the norm, I applied that approach here and ensured the role had all the necessary documentation on processes and requirements.Having quickly learned the role, I dived into optimization, began structuring processes, initiated reporting and forecasting, and established role-specific KPIs. Simultaneously, I was directly involved in the introduction of the new CRM.As a result, I - streamlined onboarding for fixed-term employees. - Implemented effective documentation management and audit process. - Optimised administration processes, leading to a 30% rise in client satisfaction. - Successfully identified and recovered over €2.2 million in the initial audit. - Developed system usage manuals and process maps for seamless onboarding. - Translated recruitment strategy into actionable tasks during CRM implementation

Dublin, County Dublin, Ireland

Here, I started my office career and faced a steep learning curve while starting higher education at the same time. Before the company had temporary roles to support daily tasks, affecting the overall image and management reality. And then permanent role was open.Due to my love for clarity and order, the first thing I tackled was ensuring everything was clear, from my workplace and its setup to inventory. Then, I filled in the gaps.Throughout the time I was with the company and its development, I had the privilege of taking on more responsibilities and learning the business from multiple perspectives. In addition to managing HR tasks and trainings for internal and external clients, I supported sales, marketing, and accounts.At that time, the company had around 25 employees, and our primary focus was on B2G, with some B2B setups. At that time, the company decided to transition from software specifically written for them to a new CRM, and I was part of the team working on the transfer.As a result, I - improved training suit by 60% to match client needs. - Created compliant employee handbook and services. - Cut training material costs and distribution expenses by 80%. - Streamlined processes for sales, marketing, and training. - Boosted client survey response rate by 50% with online tool. - Supported the transfer of processes from existing set up to new CRM.

Ba (Hons) Business Management (Hrm) (Hetac), Hrm

Certificate, Structured Project Management

Certificate, Work Less Achieve More

Diploma, Hrm

Diploma, Business Management

Certificate, Certificate In Technology Of Phenotype And Methodology Of Influencing Human Factor