Customer Service Project Manager

Ianina Titoruk 650-***-****

Sunnyvale, California *.*******@*****.***

SUMMARY:

Project Manager with 7+ years of experience navigating and supporting teams and projects with knowledge and expertise in communication, and customer service. Looking to leverage excellent organizational, problem-solving, cross-functionality, and project management skills to add value to your company. KEY SKILLS

● Organization and Project Management

● Deadline- and detail-oriented

● Problem-solving

● Budgeting

● Oral and written communication

● MS Office suite, Google Workspace,

PowerPoint, Zoom, Calendar, SmartSheets,

MS Outlook, Asana, CRM, Trello

● English, fluent in Russian and Ukrainian

● Customer Service

PROFESSIONAL DEVELOPMENT

● Google Project Management Professional Certificate Program, issued December 2021

● UC Irvine, CA, Initiating and Planning Projects Certificate Program, issued December 2020 PROFESSIONAL EXPERIENCE

Manager of Administration, Starbright School, San Jose, CA June 2023 - present

● Planning and controlling daily operations and coordinating activities within a school setting

● Leading the successful execution of three projects concurrently

● Communicating challenges and progress to upper management through engaging and insightful presentations

● Providing leadership to a team of 10 staff members

● Developing and implementing age-appropriate curriculum for children, ensuring a structured and engaging learning environment throughout the school year.

● Taking charge of budget planning and expense control to optimize financial resources for the school. Program Coordinator, Teacher, Rossinca Learning Center, San Jose, CA March 2021 - May 2023

● Organized, scheduled, and ran annual events; Organized daily projects and assignments for early learners

● Designed and implemented individualized curriculum development

● Scheduled and ran regular parent conferences, and ensured continued engagement Administrative Assistant, Volunteer Community Services Agency, Mountain View, CA March 2017 - July 2019

● Conducted blood tests and Russian/English translations for at-risk individuals with diabetes

● Translated 70-page English manual into Russian; Responded to customer requests for information by phone Project Manager, Contact Center Manager, Bank Venets, Ulyanovsk, Russia June 2013 - September 2016

● Administrated a support center of 10 reps serving over 100,000 customers

● Monitored, controlled, and reported budget and performance metrics weekly

● Ran monthly performance meetings to outline departmental next steps

● Created job descriptions and department manuals

● Managed all vendor and contractor communication, invoicing, and payments

● Researched, interpreted, and applied federal, state, and district laws, regulations, rules, and policies Manager of Call Center, Cellular Operator NCC, Ulyanovsk, Russia August 2009 - June 2013

● Administrated and managed a call center serving over one million customers

● Monitored, analyzed, and controlled metrics and KPIs using Genesys Call Center App in pivot tables

● Monitored specialist performance and created individual development plans EDUCATION

● Master’s Degree: Management, Ulyanovsk State Technical University REFERENCES AVAILABLE UPON REQUEST

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