Olena Usenko Email & Phone Number

London, Gb

London, England, United Kingdom

Ensure legal compliance and safety of content uploaded to the short video platformsIdentify and remove harmful content quickly before it reaches the general communityDevelop, improve and maintain standards for the security of the online communitiesImprove the content management strategy for the short video platformsCoordinate with supervising departments for timely management of content that violates policies and regulationsDevelop strategies facilitating skill development for efficient moderationCoach individuals to get in line with company targetsServe as wellness coordinator for 3 teams, making sure the Wellness project runs smoothly and every employee has equal access to Wellness time

Watford, United Kingdom

Answered customer queries across multiple topics and channelsKept up to date with process updates through internal communicationActed as the first point of contact for other advisors as well as operations managers, other team leaders and support teamsHeld daily pre-shift briefs, communicated updates to the teamLiaised with Real Time to maintain efficiency Contributed to a high-performance culture of my team, supported individuals to drive and improve their KPIsImplemented a new quality framework by coaching the team to deliver excellent customer service in line with changing business strategyIdentified areas of development and upskilled the teamPerformed skills and behavioural coaching during 1-2-1s, side-by-sides and in-the-moment coachingMotivated the team to deliver fantastic customer experiences through the company's values and behaviours Generated reportsWorked on projects that facilitate process optimizationLiaised with stakeholders such as market-appointed managers, delivery solutions and IT teams to increase efficiency across Customer Care OperationAnalyzed market statistics

Watford, United Kingdom

Assisted with customer enquiries via social media platforms, email and telephone correspondence and live chatHandled customer complaintsTook ownership of each request and went the extra mile for customersEnsured customers' queries were answered with the aim of a first-contact resolutionEnsured the best customer care experience was given to all customersConsistently exceeded KPIs whilst maintaining excellent qualityIdentified and highlighted trends in any customer queriesSupported translation requests in English-Russian/Russian-English language pair

Provided English-Russian and Russian-English interpretationMaintain professional boundaries as interpreter as well as confidentiality Adhered to strict interpreter protocolAssisted the Interpreter Services Manager in scheduling interpreter appointments and maintaining the interpreter databaseCompleted necessary documentation of interpreter services

Leicester, United Kingdom

Supported operations manager Ensured successful transition of orders from SAP into Warehouse Management SystemProcessed specialist ordersProvided order status and generated reportsAnalysed statisticsLiaised with distribution centre departmentsMonitored progress and performanceMaintained stock inventoryPrioritised workload to meet performance standards

Supported customers with technical, sales and general billing queries across the full range of services (web hosting packages, domain name registration, SSl certificates, website builders, security)Assisted in selecting, installing and configuring products and services through Modernbill, Ubersmith, WHMCS, cPanel, WebHost Manager systemsExecuted risk assessments related to fraud for new accountsProcessed manual refundsSupported customers with billing issuesGenerated reportsLiaised with IT department to resolve technical issuesTook part in process optimizationDeveloped and updated customer knowledge baseFacilitated software training for new members of staffDelivered workshop training for customer service