Viktoriia Borodina Email and Phone Number

Incident Management Specialist for the One Store Operations Centre at Microsoft through Milestone Technologies.✔ Lead Service Outage Triage: Direct investigation efforts during outages, ensuring prioritization and adherence to SLAs.✔ Coordinate Impact Assessment: Collaborate with service engineers to evaluate impact and determine appropriate internal processes.✔ Manage Specialized Incidents: Identify when a specialized incident management process is needed and transition teams accordingly.✔ Facilitate Multi-Channel Communication: Communicate effectively with stakeholders (analysts, engineers, management) via voice and chat during service outages.✔ Provide Clear Reporting: Craft concise summaries of triage, mitigation efforts, and current service state to ensure transparency.✔ Ensure SLA Compliance: Coordinate with service engineers to identify additional support when SLAs are at risk.✔ Collaborate During Outages: Work closely with incident analysts and peers during complex outages to ensure a seamless stakeholder experience.✔ Mentorship and Onboarding: Mentor team members and onboard new hires by guiding them through incident management processes, sharing best practices, and fostering a collaborative learning environment.✔ Implement Process Improvements: Assist leadership in identifying and executing process, documentation, and training improvements.✔ Maintain Consistency: Follow documented procedures, styles, and standards to ensure a consistent experience for stakeholders.✔ Respond to Escalations: Handle escalations and communications clearly and professionally for prompt resolution.

Senior Incident Management Analyst for the One Store Operations Centre at Microsoft through Milestone Technologies.✔ Backup Shift Lead Responsibilities: Serve as the designated backup for the Shift Lead, ensuring seamless team operations in their absence by managing incident workflows, coordinating tasks, and making key decisions to maintain service continuity.✔ Mentorship and Onboarding: Mentor and onboard new hires by providing guidance on incident management processes, offering insights into best practices, and fostering a collaborative learning environment to accelerate their integration and performance.✔ Incident Management: Maintain consistent and high-quality incident handling by adhering to established procedures and standards, documenting actions clearly, and summarizing triage efforts to ensure effective resolution.✔ Stakeholder Engagement: Identify and engage key stakeholders during service outages, coordinating with service engineers and effectively communicating with all relevant parties to minimize impact and facilitate timely resolutions.✔ Collaborative Support: Collaborate with team members and leadership to address complex or prolonged outages, ensuring a smooth and coordinated response that enhances the overall incident management process.✔ Detailed Documentation and Postmortems: Develop thorough records of incident milestones, outage details, and postmortem analyses to support root cause investigations and future preventative measures.✔ Incident Assignment and Escalation: Monitor communication channels and manage the assignment of incidents based on team workload and expertise.

Incident Management Analyst for the One Store Operations Centre at Microsoft through Milestone Technologies.✔ Incident Management: Maintain consistent and high-quality incident handling by adhering to established procedures and standards, documenting actions clearly, and summarizing triage efforts to ensure effective resolution.✔ Stakeholder Engagement: Identify and engage key stakeholders during service outages, coordinating with service engineers and effectively communicating with all relevant parties to minimize impact and facilitate timely resolutions.✔ Collaborative Support: Collaborate with team members and leadership to address complex or prolonged outages, ensuring a smooth and coordinated response that enhances the overall incident management process.✔ Detailed Documentation and Postmortems: Develop thorough records of incident milestones, outage details, and postmortem analyses to support root cause investigations and future preventative measures.✔ Incident Assignment and Escalation: Monitor communication channels and manage the assignment of incidents based on team workload and expertise.

✔ Award-Winning Quality Professional: Recognized for excellence in technical support, receiving the "Quality Worker of the Month" award twice for consistently delivering superior solutions and maintaining high service standards.✔ Complex Issue Resolution: Investigated, diagnosed, and resolved intricate technical challenges across diverse products, demonstrating strong analytical skills and attention to detail.✔ Cross-Functional Collaboration: Worked effectively with cross-functional teams to provide communication-driven resolutions, enhancing customer satisfaction and reducing resolution times.✔ Data-Driven Decisions: Addressed advertising issues by leveraging data insights, frequently escalating to specialized teams for advanced debugging and solution development.✔ Exceptional Problem-Solving: Distinguished between user misunderstandings and product issues, delivering tailored solutions that empowered advertisers to achieve their goals.✔ Clear Technical Communication: Articulated complex resolutions and product clarifications clearly to L1 agents, ensuring a thorough understanding across the support network.✔ Product Support Collaboration: Built strong relationships with product support specialists, contributing insights that aided in identifying root causes and effective solutions.✔ Enhanced Customer Experience: Elevated customer satisfaction by providing expert-level support for advertising challenges, aligning with the company’s service commitments.✔ Efficient Workflow Management: Managed and prioritized product workflow queues based on SLAs, ensuring efficient issue management and timely customer assistance.

✔ Exceeded Sales Targets by 140%: Demonstrated exceptional sales acumen and a results-driven approach, consistently surpassing sales targets by 140%.✔ Expanded Customer Base: Successfully acquired over 500 new clients by effectively presenting a diverse range of bank products, significantly expanding the bank's customer base.✔ Streamlined Customer Onboarding: Managed contracts and facilitated the issuance of credit cards, enhancing the onboarding process and improving the overall customer experience.✔ Transparent Reporting: Developed comprehensive progress reports that clearly communicated achievements and updates to stakeholders, fostering transparency and effective collaboration.

✔ Leadership in Fitness and Spa area: Directed area management of Fitness and Spa operations, expertly balancing commercial objectives with a commitment to delivering an exceptional customer experience.✔ Customer and Stakeholder Relations: Demonstrated strong problem-solving skills by successfully resolving diverse customer inquiries and internal stakeholder requests, fostering positive and lasting relationships.✔ Proactive Customer Retention: Monitored contract renewals and churn, taking proactive measures to enhance customer retention and uphold the hotel's reputation for outstanding service.

✔ Private Banking Management: Administered private banking accounts and services with meticulous attention to detail, ensuring strict compliance with banking regulations and standards.✔ Financial Product Expertise: Delivered a diverse range of financial products and services, employing data-driven decision-making to mitigate risks associated with loans, insurance, and credit/debit cards.✔ Comprehensive Customer Support: Provided exceptional customer support by addressing a wide spectrum of client needs and issues, significantly contributing to overall customer satisfaction.

✔ Dynamic Client Database Management: Maintained and organized a dynamic client database, ensuring accuracy and up-to-date information to support efficient administrative and commercial processes.✔ Commitment to Customer Support: Delivered exceptional customer support by promptly addressing inquiries and requests from clients and internal stakeholders, reinforcing strong relationships.✔ Insightful Financial Reporting: Produced detailed financial reports that offered key insights into business performance, facilitating informed decision-making and strategic planning.

✔ Documentation Management and Tracking: Oversaw the inflow of documentation, meticulously tracking project progress and ensuring the timely completion of all administrative tasks.✔ Stakeholder Support and Record-Keeping: Served as a dependable point of contact for internal stakeholders, promptly resolving inquiries and maintaining precise records for future reference.✔ Facilitated Communication and Collaboration: Enhanced director collaboration by accurately recording meeting minutes and drafting key documents, ensuring clear and effective communication.