Olena Shevchenko

The Woodlands, Texas *****

Phone: 239-***-****

Email: ad05hv@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/olena-shevchenko-275678261/ Experienced customer-centric professional with a strong track record in diverse industries such as hospitality, legal documents, event management, communication, customer service, and recruitment of international students. A leader with strong ability to deliver exceptional service. With a talent in analyzing and interpreting human behavior and body language with keen observational skills, I excel in exhibiting a persuasive demeanor that builds trust and cultivates strong and lasting professional relationships.

Experienced in motivating teams towards common goals, effectively communicating captivating visions to stakeholders, generating innovative ideas and strategies to optimize efficiency, and facilitating organizational transformation to achieve long-term success. Core competencies:

Leadership Team Building Problem Solving

Communication Cultural Competence Strategic Planning Analytical skills Emotional Intelligence Customer Service SKills Stakeholder Management Coachability and Adaptability Organizing and Coordinating EXPERIENCE AND BACKGROUND

H&R Block Houston, Texas

November 2022 – April 2023 (seasonal)

American tax preparation company that specializes in providing tax preparation and financial services to individuals and small businesses operating in Canada, the United States, and Australia since 1965. Tax Associate, Tax Specialist

During my internship at H&R Block, I attained two levels of certification signifying my unwavering dedication to professional growth. Independently, I completed over 800 individual tax returns, while also assisting a Senior Tax Analyst with over 1500 returns. Impressively, I maintained a 93% satisfaction rate among first-time clients and an 87% retention rate for returning clients. These achievements were primarily a result of my adept client relationship management skills, which enabled me to deliver exceptional customer service and foster high levels of client satisfaction and loyalty. Operational Excellence

● Assisted Senior Tax Analysts in the preparation and review of tax returns for individuals, ensuring accuracy, compliance, and adherence to relevant tax laws and regulations. Acted as a key liaison in contacting clients, gathering tax-related data, performing analysis, and generating reports to facilitate tax planning and advisory activities.

● Undertook the responsibility of preparing and filing not complex tax returns for individuals, ensuring timely submission to the IRS. Exceeded target goals, achieving over fulfillment at 122%.

● Maintained meticulous record keeping by documenting and managing all pertinent tax-related information for clients. Adhered to data privacy regulations to ensure confidentiality.

● Leveraged comprehensive knowledge of additional products to expand the company's portfolio and drive additional revenue, resulting in a remarkable growth of over 40% in sales.

● Pursued continuous education through ongoing professional development and training, remaining up to date with changes in tax laws, regulations, and industry practices. This commitment allowed me to provide clients with accurate and efficient services. Fielding’s Local Kitchen+Bar The Woodlands, Texas

March 2023 – present

Throughout my tenure at an upscale fine dining establishment, I have played a crucial role in boosting customer retention and overall profitability. As a frontline representative, I provide outstanding customer service, warmly welcome guests, make recommendations, and ensure their complete satisfaction. This commitment has generated positive customer reviews and fostered strong customer loyalty. Key Accomplishments

● Excelled in upselling techniques, effectively promoting special dishes and beverages, contributing to revenue growth and increasing average check sizes.

● Demonstrate sales prowess and deep understanding of customer behavior and cultural sensibilities, leading to a leadership role in driving sales and revenue.

● Successfully managed multiple tables, skillfully optimizing table turnover and overall sales potential, as evident from daily reports.

Operational Excellence

● Developed a diverse range of skills as a server, bartender, team leader, and hospitality instructor, including exceptional communication, stellar customer service, efficient multitasking, effective problem-solving, collaborative teamwork, comprehensive product knowledge, meticulous attention to detail, impeccable time management, proficient cash handling, and a consistently positive attitude.

● Demonstrated commitment to delivering exemplary service, overcoming challenges, and creating exceptional dining experiences that drive sustainable profitability for the business. Kremenchuker Law Firm P. A. Fort Myers, Florida

July 2020 - October 2022

Private law firm focused on Personal Injury, Immigration, Criminal and Civil Law. Legal Assistant

Professional Experience

● Took charge of managing the entire citizenship application and permanent residentship process for Ukrainian- and Russian-speaking clients, including preparation for immigration interviews.

● Successfully analyzed client immigration documents, demonstrating a strong ability to navigate complex immigration cases and provide high-quality advice to clients.

● Provided extensive support to attorneys and paralegals by performing administrative, clerical, and scheduling functions, such as managing calendars, coordinating meetings, and maintaining client files.

● Maintained meticulous financial records and utilized QuickBooks to ensure precise and timely client billing.

● Provided translation services for legal documents and served as an interpreter for Russian and Ukrainian languages.

Operational Excellence

● Demonstrated exceptional attention to detail and cultural sensitivity in managing immigration processes, resulting in improved client satisfaction and increased successful outcomes.

● Created and implemented a highly efficient organizational system that streamlined attorney schedules and optimized time management.

● Expertise in producing and electronically filing legal documents using various portals and systems improved accuracy and efficiency in legal document management, saving time and resources. StudyTour LLC Kyiv, Ukraine

September 2015 - July 2018

A private Ukrainian agency specializing in international educational recruitment, especially in post-secondary education programs and language courses. Co-Founder and Program Coordinator

As the co-founder and specialist in international educational recruitment, I successfully led a cross-functional team of six specialists, with whom we assisted over 350 individuals in navigating the bureaucratic challenges associated with obtaining visas and facilitated their access to educational opportunities worldwide.

Transformational Leadership

● Set the vision and strategic direction of the agency, establishing goals and objectives to guide its growth and success. Guided the agency in adapting to changes and offering relevant services in line with the latest trends and developments in the field.

● Successfully represented the company at the prestigious ICEF international student recruitment event, establishing and nurturing strong connections with representatives from various educational institutions.

● Leveraged existing relationships with international institutions to establish partnerships with over 50 educational institutions in Canada, the United States, and Europe.

● Actively collaborated with the U.S. and Canadian Chambers of Commerce and Industry to promote educational programs for Ukrainian students interested in studying in North America.

● Headed marketing and promotional efforts to raise awareness about the agency's services, attract potential students, and establish the agency as a reputable player in the international education recruitment field.

● Organized, advertised, and executed various events, including study abroad fairs, educational exhibitions, student mixer events, contests, and orientations with representatives from North American institutions, to attract potential participants.

● Provided mentorship and guidance to freshmen and young professionals, offering advice on program selection, financial aid, scholarships, health and safety, cross-cultural adjustments, and other academic and non-academic aspects.

● Managed the entire visa process and travel arrangements for students, ensuring a smooth journey from start to finish.

Sonata Tour Operator Kyiv, Ukraine

September 2015 - May 2017

Leading American tour operator in Ukraine specializing in providing unique group and individual tours in the USA and Canada.

Director of Education Abroad Department

Took the initiative to establish a new service - Education Abroad Service, by leveraging existing resources and client base. This involved also utilizing my networking skills and experience in international student recruitment.

Key Accomplishments:

● Established and managed an education abroad department, successfully securing and maintaining contracts with over 35 prestigious U.S. and Canadian institutions, as well as 30 renowned language schools across various countries including the USA, Canada, Malta, UK, Germany, and France.

● Demonstrated exceptional networking skills, utilizing my connections and referrals to develop a top-notch recruitment service and expand the offerings of the department.

● Developed and effectively promoted short and long-term language courses, graduate and postgraduate programs, as well as post-secondary education options tailored towards individuals with future immigration goals.

● Functioned as the primary advisor for educational opportunities, providing expert guidance and support to students in selecting suitable study abroad programs.

● Led training initiatives for the staff, delivering comprehensive training on enrollment processes and visa application procedures to ensure smooth operations and customer satisfaction.

● Demonstrated proficiency in content creation and dissemination, actively managing the creation, editing, and posting of programs across websites and third-party educational and touristic platforms.

Center for International Programs Kyiv, Ukraine

December 2011 - September 2015

Professional Experience

Tourist Agent (December 2012)

● Provided excellent support to clients for their travel needs. Student Exchange Program Coordinator (January 2012 - February 2013)

● Successfully led the student exchange program "Work And Travel," coordinating students effectively.

● Established strong relationships with universities in Kyiv and other countries, facilitating the opportunity for students to finish their academic year ahead of schedule and participate in summer exchange programs.

● Organized and facilitated student job fairs, inviting American representatives, students, and parents to participate.

● Ensured all necessary conditions, such as accommodation, board, transportation, and facilities for business presentations and negotiations, were provided to international partners according to their agendas.

Educational Sector Relations Developer (January 2013 - September 2015)

● Collaborated with the American and Canadian Chambers of Commerce to promote educational exchange programs for Ukrainian students.

● Obtained certification and accreditation to participate in the prestigious ICEF international student recruitment event, fostering strong relationships with institutional representatives.

● Established valuable connections with representatives from international colleges, negotiating favorable admission conditions and scholarships for Ukrainian students.

● Successfully organized educational fairs for students, ensuring all necessary conditions were met for international partners.

● Represented Ukraine in significant meetings organized by chambers of commerce in the US and the Canadian Embassy.

● Built relationships with deans of top universities and engaged in meaningful conversations with students, sharing personal experiences to inspire and guide students.

● Possessing extensive knowledge of visa regulations and a deep understanding of the process, enabled me to efficiently manage the visa process and increase the number of successful outcomes for Ukrainian students, ensuring full compliance with regulations. Key Accomplishments

● Successfully coordinated the student exchange program "Work And Travel," establishing relationships with universities and providing opportunities for students.

● Organized and facilitated student job fairs, inviting American representatives and creating awareness among students and parents.

● Ensured all necessary conditions were met for international partners during their time in Ukraine.

● Collaborated with the American and Canadian Chambers of Commerce to promote educational exchange programs.

● Negotiated favorable admission conditions and scholarships for Ukrainian students.

● Obtained certification and accreditation, allowing participation in the prestigious ICEF student recruitment event.

● Represented Ukraine in significant meetings organized by chambers of commerce in the US and the Canadian Embassy.

● Streamlined the visa process for Ukrainian students, ensuring compliance with regulations. Open Tour Touristic Agency Kyiv, Ukraine

July 2010 - December 2011

Key Accomplishments:

● Actively participated in a project to organize charter flights for fans of the soccer team Shakhtar Donetsk during the significant 2010/2011 season, when the team reached the top eight teams in Europe for the first time.

● Successfully coordinated the organization of four charter flights from Donetsk and three charter flights from Kyiv, providing convenient travel arrangements for fans to support the team.

● Established a strong working relationship with Shakhtar Donetsk, leading to the tourist agency being recognized as the official travel agency for the team and its fans. Professional Experience as a Tour Agent

● Planned itineraries based on client preferences, considering transportation, accommodation, and attractions.

● Booked and reserved flights, hotels, transportation, and activities for clients, ensuring their preferences and budget were met.

● Provided exceptional customer service by addressing client inquiries, handling complaints, and ensuring a smooth travel experience.

● Collaborated with clients to understand their travel needs, preferences, and budget constraints. Provided suitable travel options based on in-depth knowledge of various destinations, including attractions, customs, and regulations.

● Promoted travel packages and services to generate leads and increase sales, utilizing marketing strategies such as social media and email campaigns. EDUCATION

Master’s Degree in Business Administration in International Tourism and Hospitality. National University named after Taras Shevchenko, Luhansk, Ukraine, 2010.

● Evaluated and recognized in the USA for a degree as a Master of Science in Tourism, with a focus on teaching the subject at the post-secondary level. Professional Contributions:

● Orchestrated a student campaign in Ukraine to host and entertain politicians and the Minister of Education, fostering student participation in educational reforms in 2007. The focus was on international tourism internship programs for students, resulting in the successful engagement of over 1,500 participants in the program.

● Provided mentorship to students who participated in international internship programs in the tourism and hospitality sector, offering guidance and support to enhance their professional development.

Bachelor’s Degree in Finance and Accounting Management. National University named after Taras Shevchenko, Luhansk, Ukraine, 2012. ESL classes (Writing, Critical Thinking, Grammer)

Lone Star College, The Woodlands, Texas, June 2023 - present. DIVERSITY AND INCLUSION:

Enhanced expertise through comprehensive coursework in Profiling and Behavior Profiling, Emotional Facial Expression Recognition, Body Language, and Nonverbal Communication. Gained the ability to analyze behavior, interpret nonverbal cues, and discern emotions and intentions. International Academy of Personality Cognition

Odessa, Ukraine, 2020 - 2022

● Psychological Profiling and Behavior Profiling.

● Psychodiagnostics of a Personality: Recognition of Emotional Facial Expressions.

● Psychodiagnostics of a Personality: Body language. Nonverbal Communication. VOLUNTEER AND HUMANITARIAN EFFORTS:

● Demonstrated an active role jointly with the International Academy of Personality Cognition

(Odessa, Ukraine) participating in sponsorship initiatives to aid Ukrainians during the war in 2022-2023.

● Served as an interpreter for Alliance Translation (Houston, Texas), facilitating the adaptation and cultural integration of Ukrainians into the United States within the program United for Ukrainians. LANGUAGES:

● English – advanced.

● Russian – native.

● Ukrainian – native.

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