Mariya Popova Email and Phone Number

Leading strong team of managers supporting multiple LOBs for our Client, including Customer Experience, Technical Support and Social Media

Skills:People ManagementStress ResistantDecision maker Team PlayerTime ManagementResponsibilities: Achieve KPI Proactive approach to decrease CTA and SLAProcess optimizationMerge/ teams collaborationNew Tool implementationResults:New process implementationSLA/KPI optimization

SME - Cisco account• Preparing reports for the needs of the client • Weekly calls with the client • RCA (Root Cause Analyses) of situations caused different delays in partners' requests'. • Providing solutions to escalation requests from the client's employees and their partners/ customers• Support the agents resolving their challenges and guide them through partner's internal processes. • Provide training to the new hires to specific client's process • Provide training to other client's Vendors sharing the knowledge and experience • Meetings/ Refreshers with the agents to make sure all the latest changes ofthe processes are being shared with them and they are being followed • Organization of the daily work of the team with the management team.• Team Lead support during Saturday's coverage (RTA schedule, supporting the needs of the agents), trying to resolve their challenges not only work related but all aspects when applicable.• 121 sessions with Team Lead and an agent to provide feedback from SME perspective for agent's achievements • Providing positive/constructive feedback when necessary to the agents

SME - Logistics & Returns,Profile Management, Post Invoice Disputes, Commit Lead - Cisco account• Preparing reports for the needs of the client • Weekly calls with the client • RCA (Root Cause Analyses) of situations caused different delays in partners' requests'. • Providing solutions to escalation requests from the client's employees and their partners/ customers• Floor support - support the agents resolving their challenges and guide them through partner's internal processes. • Provide training to the new hires to specific client's process • Provide training to other client's Vendors sharing the knowledge and experience • Meetings/ Refreshers with the agents to make sure all the latest changes ofthe processes are being shared with them and they are being followed • Organization of the daily work of the team with the management team.• Team Lead support during Saturday's coverage (RTA schedule, supporting the needs of the agents), trying to resolve their challenges not only work related but all aspects when applicable.• 121 sessions with Team Lead and an agent to provide feedback from SME perspective for agent's achievements • Providing positive/negative feedback when necessary to the agents

Supporting SME in his daily activities:- Preparing reports for the needs of the client- RCA (Root Cause Analyses) of situations caused different delays in partners' requests'.- Suggest solutions to partners and colleagues- Floor support - provide help to the agents on the floor resolving their challenges and guide then through client's internal processes

Daily work with Corporate partners, processing orders through internal tools. Dealing with all partner's requests related to their orders.