Natalia Lukianenko
Operation manager at Deel- Claim this Profile
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Ukrainian Native or bilingual proficiency
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Russian Native or bilingual proficiency
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English Professional working proficiency
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Polish Limited working proficiency
Topline Score
Bio
Experience
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Deel
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United States
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Human Resources Services
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700 & Above Employee
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Operation manager
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Dec 2022 - Present
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Revolut
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United Kingdom
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Financial Services
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700 & Above Employee
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FinCrime Service Operations Manager
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Mar 2020 - Nov 2022
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Majorel Polska
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Poland
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Outsourcing and Offshoring Consulting
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400 - 500 Employee
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Operations Lead
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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.
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Senior Team Lead (Ru+CIS & BG markets)
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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
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Team Lead (Russia+CIS & BG)
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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
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Assistant Team Lead (Russia)
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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.
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Online Specialist / Workflow Lead
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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
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PJSC "Poltava-Bank"
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Poltava, Ukraine
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Economist at Correspondence banking and Currency Control Dept.
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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
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Assol-Poltava main branch
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Poltava, Ukraine
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Interpreter/Translator
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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
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Child's sport and recreation center "HORYZONT"
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Poltava region, Ukraine
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Interpreter/dance-teacher
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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.
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Modern Pastry Shop
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Boston, MA, the USA
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Counter
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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.
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Dunkin Donuts - Cayman Islands
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Food & Beverages
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1 - 100 Employee
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Crew Member/Teamworker
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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.
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Foxwoods Resort Casino
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United States
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Gambling Facilities and Casinos
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700 & Above Employee
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Security Officer
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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;
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Server in Bingo Hall
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May 2007 - Sep 2007
• Customer service;• Teamwork;• Performing side work tasks, and some cleaning.
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Education
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Krakowska Akademia im. Andrzeja Frycza-Modrzewskiego
Master's degree, International Business/Trade/Commerce -
Poltava University of Economics and Trade
Master's degree, International Economics