Translating and connecting people in business and in the recruitment process. Taking the responsibility for the service quality on myself and helping people to better understand each other.

• Supporting the team members in customer service performance, personal development process (individual coaching sessions), delivering KPI's and SLA's.• Supporting the Team Leader, supervising 12 team members (making reports, replying the Customer compaints, contacting business partners).• Coaching and providing on-the job trainings for new joiners.• Creating tools for improving the Customer service level of the whole team.• Supporting Self Service Portals (ISS/MSS), SAP R/3 HCM (HR) & other related systems (Open Resourcing, Open University);• Management and prompt resolution of requests and issues.• Providing support in English & Russian.Working with an international team supporting European, South American and African countries with HR related queries - Personnel Administration & Talent and Learning & Payroll etc.Acting as a Coach / Operational Support - managing quality of service, performance levels, SLA's and KPI's. Providing support for the Team Leader and Operations Manager in terms of projects & initiatives and performance monitoring.Supporting team members - colleagues, in their development, engaged in the Individual Goals discussions.

• First point of contact for all Shell employees & HR community for requests or issues related to the Shell HR systems (SAP R/3 & others).• Analysis and possible solution for the technical issues faced by Customer using SAP HCM, SAP CRM and other applications (internal e-learning and recruiting platforms).• Keeping in touch with the Customer, until the problem is resolved, collecting the feedback, being responsible for the reputation of all HR Services.• Providing support in English & Russian.

Contact person for the Customers, technical support for CSO software users. Searching for new Customers at the European market.Planning and realization of sales plan for the ConceptDraw and MindMap products.

Making the office work right :) Here I've got my first experience in translating (English, French to Russian), marketing (writing marketing articles, organising marketing events) and multitasking.