Anastasia Smolentseva
Employee Experience Lead at Netpeak Core- Claim this Profile
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English Limited working proficiency
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German Elementary proficiency
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Ukrainian Native or bilingual proficiency
Topline Score
Bio
Credentials
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R&Mfreenet OC Installation Manager
Reichle & De-Massari AGAug, 2013- Nov, 2024 -
IT Recruiter
LITS [Lviv IT School]
Experience
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Netpeak Core
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Ukraine
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IT Services and IT Consulting
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1 - 100 Employee
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Employee Experience Lead
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Apr 2023 - Present
As a team leader of an Employee Experience team, I work on improving Onboarding and Offboarding processes of Netpeak Group companies. As a team leader of an Employee Experience team, I work on improving Onboarding and Offboarding processes of Netpeak Group companies.
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Netpeak Group
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Ukraine
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Technology, Information and Internet
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1 - 100 Employee
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Talent Development Manager
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Aug 2021 - Apr 2023
I'm creating training courses for current employees based on the life cycle. Also team leading the onboarding process, working on it's improving to make first months of new hires easy and great. I'm creating training courses for current employees based on the life cycle. Also team leading the onboarding process, working on it's improving to make first months of new hires easy and great.
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Serpstat
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Ukraine
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IT Services and IT Consulting
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1 - 100 Employee
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Sales Operations Manager
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Jun 2019 - Apr 2021
As a member of Serpstat Sales&Customer Success department I was helping 3 teams to be more effective by managing Sales Operations Processes, such as:- working with a dev team for CRM-system upgrading by integrations with another tools and extensions,- setting Sales and Customer Success funnels in CRM-system (AmoCRM): creating new processes rules, improvement of the current processes according to a company goals and based on a team leaders feedback,- setting email and in-app campaigns in Intercom and CRM add-ons,- creating written and video manuals for the team on how to work with the tools and CRM-system processes,- сontrolling the correct work of Customer Success and Sales teams according to the set up processes in CRM-, ERP-systems, customer chat, billing,- managing Google Sheets databases and controlling them to be clean and accurate,- ensuring the efficient performance of the department (managing tools settings, tools payments, solving technical issues with tools for team members),- managing refunds and disputes. Show less
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Billing Manager in Customer Success dept
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Apr 2019 - May 2019
- Managing refunds and disputes.- Communicating with accounting department and clients regarding invoices, receipts and any documents our clients or our company may require.- Creating documentation for Customer Success dept.
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Customer Success Representative
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Sep 2017 - Mar 2019
- Providing customers Onboarding via live demonstrations.- Creating the knowledge base content.- Communicating with customers using live chat and messengers on how to use the tool, on subscription extension and on feature requests.
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Customer Support Specialist
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Mar 2017 - Sep 2017
- Communicating with the customers on technical issues using live chat.- Bug reporting using bug tracking system Redmine.- Communicating with QA and dev team on users requests.
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Self-Employed
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Odessa
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Recruiter
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Jan 2017 - Mar 2017
- Searching for candidates through social media, job portals etc. - Screening resumes and candidates profiles - Communicating with potential candidates about vacancies and interviewing - Searching for candidates through social media, job portals etc. - Screening resumes and candidates profiles - Communicating with potential candidates about vacancies and interviewing
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Technical Support
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Jun 2014 - Jan 2017
- Taking incoming user support requests and solving the problems or rediracting them to another department.- Assisting users in setting the internet connection and helping to fix possible errors.- Advising on the required routers configuration, IPTV Set-Top Boxes registration.- Advising on work with the company`s website, IPTV application and SIP telephony programs.- Generating action tickets based on incoming user calls.- Creating of repair applications using CRM system.- Collecting customers feedback to identify and report service problems.- Teaching and training the new employees. Show less
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Sales Manager
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Jun 2014 - Jan 2017
- Presentation of the company's services: Internet, IPTV, SIP telephony to the customer.- Consultation on the equipment necessary for customer`s Local Area Network.- Consultation of the new customers about ongoing promotions and tariffs.- Servicing the needs of existing customers.- Training the new employees.- Working with CRM system.
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Education
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2009 - 2015
Odesa National Academy of Telecommunications n.a. O.S. Popov
Master's degree, Information Networks and Technologies -
2016 - 2016
Lviv IT School
IT Recruiter -
2010 - 2013
Odesa National Academy of Telecommunications n.a. O.S. Popov
Bachelor's degree, Economics of Enterprises
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