Service Desk Team Leader

• Feb 2023 - Present

Manager IT&HR Service Desk

• 2021 - 2022

• Supervised and led 4 teams across 4 European markets and 7 countries, providing end-to-end support• Analysed customer feedback and escalations enabling root cause analysis of issues and trends• Created targeted improvement plans and team training sessions resulting in 98%+ customer satisfaction ratings, zero financial penalties, escalations or negative marks in 3 most recent quarters• Liaised with customer Senior Management, third-party partners and led an SME v-team to develop training and knowledge base materials for L1 agents reducing errors by 10%• Delivered 12% increase in SLA through team restructuring, communication and process improvement Show less

Senior IT&HR Analyst for Russian Speaking Markets

• 2020 - 2021

• SME for colleagues and senior stakeholders regarding IT&HR processes across 4 European markets• Led customer calls to improve process transition, and delivered process overview and optimisation during major system upgrade based on system testing• Partnered with escalation teams to minimise the impact of outages and incidents• Consistently met SLA and maintained 99% customer satisfaction rate - highest within the team

IT&HR Analyst

• 2018 - 2020

• Delivered IT&HR support to the customer by troubleshooting and resolving reported issues and requests• Prioritised and diagnosed incidents with high business impact• Oversaw troubleshooting and resolution of HR cases and requests• Introduced a Service Now dashboard to optimise team performance and ensure ‘HR average handling time’ compliance; implemented across the team as one of the main tools for improving SLA metrics

Front Office Manager

• 2017 - 2018

• Managed Front Office Team responsible for 24h service delivery to customers• Partnered with premier booking services (incl. Booking.com, Expedia, and Bidroom) on targeted offers and maximised sales of additional tourism services generating a 5% increase in revenue• Reviewed customer feedback and developed improvement plans to address the areas of concern resulting in the increase of customer service satisfaction by 10%• Standardised booking and sales procedures and created a knowledge base for Front Office staff Show less

Receptionist

• 2014 - 2017

• Liaised with customers and delivered professional multilingual hospitality services (part-time role whilst studying).

Assistant to Vice-Consul of Ukraine to Poland

• 2013 - 2013

• Aided Vice-Consul in day-to-day diplomatic operations and representation of Ukraine abroad • Organised reports of consular registration of Ukraine nationals into a comprehensive archive • Organised Ukraine Independence Day event to promote Ukrainian culture • Demonstrated effective communication skills by liaising between diplomats and local business leaders and acting as event translator • Aided Vice-Consul in day-to-day diplomatic operations and representation of Ukraine abroad • Organised reports of consular registration of Ukraine nationals into a comprehensive archive • Organised Ukraine Independence Day event to promote Ukrainian culture • Demonstrated effective communication skills by liaising between diplomats and local business leaders and acting as event translator