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Roksolana Liango

Calgary, Alberta ad4y6b@r.postjobfree.com 403-***-**** n/roksolana-liango/

SUMMARY

Experienced Operations Manager with 5 years of expertise in operations management and leadership at Cognizant. Proven track record of optimizing operational efficiency, implementing process improvements, and driving team performance. Applying for the position of Operations Manager to leverage skills in enhancing operational effectiveness and driving business growth. EXPERIENCE

Technical Advisor

Teleperformance January 2024 - Present, Calgary, AB Provided excellent customer service by resolving customer queries with regard to the installation, operation and maintenance of products and applications resulting in 75% of first-call resolution rate.

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• Built and maintained positive customer relations by offering personalized solutions and ensured 90% CSAT.

• Provided troubleshooting and resolved technical issues using established diagnostics tools and procedures.

• Thrived as a team player in a fast-paced, high-energy and change-oriented environment. Team Leader

Motorola System Solutions September 2022 - October 2023, Krakow, Poland

• Led two cross-functional teams of 15 software engineers within the Agile environment for Motorola's flagship product.

• Utilized Scrum framework to expedite development, reducing time-to-release by 30%.

• Conducted monthly performance evaluations, provided constructive feedback, and implemented performance improvement plans as necessary.

• Collaborated with HR on talent acquisition, including interviewing and selecting highly skilled software engineers. Developed and executed strategic vision to align software development efforts with organizational goals resulting in a 20% increase in project efficiency.

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Managed a budget for training activities like conferences and workshops, organized team building events to foster a culture of collaboration, creativity and productivity.

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Operations Manager

Cognizant March 2021 - August 2022, Krakow, Poland

• Conducted a thorough analysis of project performance and implemented improvement plan for operations department.

• Constantly exceeded project productivity metric of 90% by collaborating with partners and stakeholders.

• Assumed responsibility for handling clients' ad-hoc requests and oversaw the successful execution to completion.

• Prepared and executed precision-focused action plans to boost KPIs, elevating quality results from 89% to 95%. Team Leader

Cognizant January 2019 - March 2021, Krakow, Poland

• Led a diverse team of 15 process executives, conducted frequent feedback sessions, ensured consistent process compliance.

• Performed operational tests and checks of new tool updates, reported problematic issues.

• Interviewed and selected candidates for different roles (Process Trainers, QC, Process Executives).

• Supported project scale-up from 30 to 450 of total HC, ensured training quality alignment with client standards. CERTIFICATIONS

Professional Scrum Master

Scrum.org • 2023

• Certified facilitator of Scrum framework

SKILLS

People Leadership, Mentoring, Constructive Feedback, Performance Management, Communication, Data Reporting, Metrics Analysis, Process Improvement, Operations Management, Talent Retention, Customer Relations

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