Olga Siniatnikova
Project Manager at ARCE contact center- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
English level
EF Standard English Test (EF SET)Sep, 2023- Nov, 2024 -
Agile Project Management
CourseraMay, 2023- Nov, 2024 -
Project Planning: Putting It All Together
CourseraApr, 2023- Nov, 2024 -
Project Execution: Running the Project
CourseraApr, 2023- Nov, 2024 -
Foundations of Project Management
CourseraMar, 2023- Nov, 2024 -
Project Initiation: Starting a Successful Project
CourseraMar, 2023- Nov, 2024 -
IT Project Management
Компьютерная школа Hillel (IT School)Oct, 2022- Nov, 2024 -
Jira Fundamentals Badge
AtlassianSep, 2022- Nov, 2024
Experience
-
ARCE Contact Center
-
Ukraine
-
Telecommunications
-
1 - 100 Employee
-
Project Manager
-
Apr 2021 - Present
- Managed two project simultaneously (over 150 people, 13 languages) - Call center work organization from scratch - Organization of hiring and training processes - Planned activities and performed day-to-day coordination of both projects - Forecasting and scheduling, Zendesk report creation - Direct communicated with stakeholders - Weekly, monthly and quartile business reviews - Improvement of quality processes on the project. Implementation of PPP quality evaluation - Reached and overshoot contractually set TCO due to the accurate forecasting and planning. Show less
-
-
-
Webhelp
-
France
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Customer Relations Department Team Lead
-
Apr 2018 - Apr 2021
- Managed the Team- Client management and touch time- Setting of goals for the team- Was a part of setting a new department in Lviv- Trained and coached new TL for Lviv office- Created workshops together with team members in order to find the best solution on how to a achieve the set goal together- Created and launched QA process for customer relations department in Kyiv - Created an effective process for remote team management (because of Covid)- Creation of bonus system for the department - Monthly team working schedule creation - Responsible for vacations and working hours calculation- Delegated tasks based on each member’s strengths and skills in order to grow new talents in the team - Organization of trainings for the Kyiv/Lviv teams together with client - Conduction of 360 evaluation - Helped team with difficult claims and requests, approving of refunds in case of a large sum of money - Created a strong team spirit Show less
-
-
Customer Relations Specialist
-
Aug 2016 - Apr 2018
- Handled claims from passengers according to EU Regulations (compensation, rerouting, expenses etc.)- Knowledge of a European regulation EC Regulation 261/2001 - Consideration Claim Handling Companies claims- Examination of transaction needs regarding Interest Fee and Reminder Fee- Investigation of all types of customer receipts- Researches related to the delays, cancellations, schedule changes- Refund of airline tickets and airport taxes- EU compensation approval and payments on accounts (EU, USA, other countries). Show less
-
-
Customer Support Specialist
-
Feb 2016 - Aug 2016
• Supported customers’ needs and found solutions• Obtained, verified, evaluated work assignments, and provided all necessary information for clients• Navigated through and used all support tools• Assisted travel agencies• Handled chats and different kinds of requests• Handled Hotlines during irregularities (delays, cancellations etc.)• Did a research and if needed a proper refund of airline tickets/taxes• Trained agents to improve their Call Quality.
-
-
Education
-
2013 - 2015
National Aviation University
Master's degree, Maintenance technologies and airport technological equipment -
2009 - 2013
National Aviation University
Бакалавр, Aircraft Maintenance
Community
