Natalia Lukianenko

Operation manager at Deel
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Contact Information
us****@****om
(386) 825-5501
Location
PL
Languages
  • Ukrainian Native or bilingual proficiency
  • Russian Native or bilingual proficiency
  • English Professional working proficiency
  • Polish Limited working proficiency

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Bio

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Experience

    • United States
    • Human Resources Services
    • 700 & Above Employee
    • Operation manager
      • Dec 2022 - Present

    • United Kingdom
    • Financial Services
    • 700 & Above Employee
    • FinCrime Service Operations Manager
      • Mar 2020 - Nov 2022

    • Poland
    • Outsourcing and Offshoring Consulting
    • 400 - 500 Employee
    • Operations Lead
      • Jul 2017 - Mar 2020

      ● Responsible for the day-to-day management of Team Leader group with responsibility for separate markets/products ( up to 90 employees and Team leads )● Regular monitoring and management of people and processes to ensure SLAs are met or exceeded promoting a continuous improvement culture.● Deliver weekly and monthly presentations on market performance to the client.● Work closely with Operational Manager and HR to deliver resource requirements in line with staff attendance and attrition objectives.● Ensure correct implementation of staff training, quality assurance, development and performance programmes in conjunction with Training Leads and Operational Manager.● Responsibility for managing the performance of Team Leads and to coach and mentor TLs to reach their potential, always leading by example.● Act as an escalation point for employee relations and customer issues where the TL requires support.● Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client.

    • Senior Team Lead (Ru+CIS & BG markets)
      • May 2017 - Jul 2017

      In this role, I am managing the teams of 65+ FTE working 24/5 providing exceptional Customer Experience. - Responsibility for ensuring that all individuals within the team consistently achieve/exceed all performance measures and find innovative ways to motivate and improve staff performance.- Maintaining the highest levels of client and customer satisfaction with the achievement of SLA’s and KPI’s through effective management of call handling times, resource allocation, agent availability and call quality.- Analyzing, interpreting and reporting to the Operations Lead on performance statistics – identifying trends and presenting appropriate recommendations for improvements.- Implementing Change management- Ensuring that quality is a key team driver which underpins all operational performance, and providing assurance and coaching with such key quality drivers- Conducting regular team updates and briefings.- Demonstrating a thorough understanding of the client’s products and services.- Resolving escalated issues to the satisfaction of the client in a timely manner to minimize risk to theCompany and the client.-Conducting agent training sessions where appropriate-Recruitment and selection-Participating in ad-hoc projects as and when required.- Development of Assisting Team Leaders, Subject Matter Experts and Workflow Leads

    • Team Lead (Russia+CIS & BG)
      • Jul 2015 - May 2017

       Responsible for the daily performance of a group of 60+ CSRs, ensuring adherence to SLA expectations (productivity, internal quality and external quality, etc.) on multiple communication channels. Ensure timely turnaround of customer queries and compliance of operational SLA’s & KPI’s. Coordinate the day to day activities of the team and facilitate the ramp up of additional activities as required. Team management - ensure all tasks are been carried out and that all teams are productive and working as efficient as possible. One to ones, Team meetings. Team Issues – attendance management, implement HR policies Define and review objectives. Develop and implement L&D plans for team members. Productivity/workflow management. Quality feedback, performance plans and follow up. Implementation and management of any new initiatives which come on board. Participate in the recruitment and induction training of new staff. Continuously motivate the team to drive for success in customer satisfaction. Using the company performance management program; appraise, coach, provide feedback & guidance. Provide regular and ad hoc reporting Ensure consistency of standards and procedures with the global team. Be the first point of contact for customer escalations, resolving issues, complaints and disputes timely and efficiently. Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters.Coordinating implementation of new projects

    • Assistant Team Lead (Russia)
      • Oct 2014 - Jul 2015

      - Helping customers work systematically through technical problems and help customers understand the features and benefits of new products that best meet their needs.- Cooperating with other ATLs.- Responsible for market duties during Team Lead absence.- Workfllow management over the team of 40+ people.- Monitoring Customer Service Representative (CSR) work, controlling aux codes changing.- Making 2-weeks schedule, planning chat-shifts, back-ups, breaks.- Scheduling and completing one-to-ones, team meetings.- Preparing reports, deep dives and analyses of main KPI’s, being responsible for managing call volumes spikes and taking actions to prevent overload.- Scheduling and providing trainings for new CSRs, monitoring their work till their full ramp up.

    • Online Specialist / Workflow Lead
      • May 2014 - Sep 2014

      - Helping customers work systematically through technical problems and help customers understand the features and benefits of new products that best meet their needs. - Taking ownership of on-going customer issues from start to successful completion with an emphasis on excellent customer satisfaction. - The technical knowledge to successfully troubleshoot with first call resolution when possible or to know when to escalate to another member of the team.- Resolving billing and payment queries.- Performance measured every day.- Communicating about technical matters in laymen's terms. - Developing interpersonal skills, technical or sales consulting skills. - Tackling tough problems and determining customers’ needs. - Working on a team learning from and supporting others.- Looking after the working process- Doing weekly reports- Team management

  • PJSC "Poltava-Bank"
    • Poltava, Ukraine
    • Economist at Correspondence banking and Currency Control Dept.
      • Apr 2010 - Sep 2013

      • Opening and managing correspondent accounts in foreign currencies; • Execution of individuals' transfers, commercial and interbank payments; • Using international SWIFT formats with minor adjustments; • Forming and controlling the following types of outgoing/incoming messages via the SWIFT system: MT103, MT202, MT300, MT320, MTn92/95/96, MTn99, MT900, MT910, MT950. • Controlling the "unknown funds" account”, "pending payments". • Approving accounting documents over correspondent accounts. • Managing legal documents of the correspondent banks. • Accounting entries over correspondent accounts. • Forming the documents of the banking day. • Confirming account balances of correspondent banks. • Maintaining relationships with foreign and local banks with which Bank deals with in its day to day operation. • Handling foreign currency assets of the bank. • Providing monthly statistics about operations activities

    • Interpreter/Translator
      • Oct 2009 - Feb 2010

      • Interpreting: English-Russian and Russian-English translation • Foreign customer service: communication with foreigners through letters • Interpreting: English-Russian and Russian-English translation • Foreign customer service: communication with foreigners through letters

    • Interpreter/dance-teacher
      • Jul 2009 - Aug 2009

      - interpreting: English-Russian and Russian-English translation, - organization works (choreography), - handle with the children. - interpreting: English-Russian and Russian-English translation, - organization works (choreography), - handle with the children.

  • Modern Pastry Shop
    • Boston, MA, the USA
    • Counter
      • Jul 2008 - Aug 2008

      - customer service, - taking food orders, - working with the cash register, - teamwork. - customer service, - taking food orders, - working with the cash register, - teamwork.

    • Food & Beverages
    • 1 - 100 Employee
    • Crew Member/Teamworker
      • Jun 2008 - Aug 2008

      - customer service, - teamwork, - taking food and beverage orders, - working with cash register, - coordinating some administrative works. - customer service, - teamwork, - taking food and beverage orders, - working with cash register, - coordinating some administrative works.

    • United States
    • Gambling Facilities and Casinos
    • 700 & Above Employee
    • Security Officer
      • May 2007 - Sep 2007

      • Customer service;• Teamwork;• Escorting money from the bank to the cages and vs.;• Carrying out all Security administrative tasks according to standards;

    • Server in Bingo Hall
      • May 2007 - Sep 2007

      • Customer service;• Teamwork;• Performing side work tasks, and some cleaning.

Education

  • Krakowska Akademia im. Andrzeja Frycza-Modrzewskiego
    Master's degree, International Business/Trade/Commerce
    2013 - 2015
  • Poltava University of Economics and Trade
    Master's degree, International Economics
    2005 - 2010

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