ALYONA GORILENKO

adih74@r.postjobfree.com /

adih74@r.postjobfree.com

+380*********

OBJECTIVE

Obtain the position this application designed for

SKILLS

Self-motivation and time management.

Initiative with a high level of energy.

Verbal communication skills.

Stress resistance.

Meeting deadlines.

Managing team and designing projects.

Onboarding experience.

Decision making, critical thinking, organizing and planning.

Patience.

Tolerant.

Flexible to different situations.

EXPERIENCE

ONBOARDING TEAM LEAD

March 2020 – current days

•Creating an inspiring team environment with an open communication culture

•Setting clear team goals

•Delegating tasks and set deadlines

•Suggesting and organizing team building activities

•Discovering training needs and provide coaching

•Overseeing day-to-day operation

•Listening to team members feedback and resolving any issue or conflict

•Designing and working with PIP for coaches underperforming (Performance improvement plan)

•Coaching conversations to resolve underperformance and guiding high-performing coaches

•Participating in a leadership academy project

CUSTOMER SERVICE DEPARTMENT MANAGER

May 2019 – July 2020

•Dealing with customer complaints and issues, once escalated from customer support representative

•Checking the performance, response time and satisfaction rate of the team

•Conducting training on the recent updates

•Dealing with billing information/issuing quotes, invoices and receipts

•Communicating with senior management on the product improvement

•Creating templates and macros to use in daily communication with the customers

•Preparing weekly and monthly reports

•Establishing and maintaining positive customer relationships

SENIOR ONBOARDING COACH

July 2019 – February 2020

•Designing system and department improvement projects

•Creating Guru Cards and Loom training videos for teammates

•Team player

•Making proposals on interdepartmental communication and arranging conferences between sales and onboarding department

•Assigning accounts to the coaches due to market specifics, customer’s requirement and time zone

SALES/SUPPORT DEPARTMENT MANAGER

DIAMOND CREMATION COMPANY (NON-DISCLOSURE)

MAY 2019 – November 2020

•Dealing with data entry of orders

•Managing support/sales team

•Issuing invoices/receipts/jewelry quotes

•Managing tracking of the orders online

•Conducting team meetings/performance reviews/motivation

•Writing financial, personal and performance reports

•Replying to inquiries by email, phone, chat

•Managing and promoting sales in German, Swiss, Australian, Japanese, American, Canadian and South American markets

•Resolving issues escalated from support and sales departments

•Dialpad, Chatbox, Freshdesk, Hubspot, Salesforce, CRM, Zoom meetings, RingCentral, Loom, Microsoft Office

ONBOARDING COACH. CLOUDBEDS

April 2017 – July 2019

•Identifying and assessing customers’ needs to achieve satisfaction

•Building sustainable relationships and trust with customer accounts through open and interactive communication

•Taking the extra mile to engage customers

•Delegate tasks and set deadlines

•Providing onboarding support

•Designing adoption project

•Strong interpersonal skills

•Proven success in cross-cultural communication

•Strong communication (verbal and written) and phone etiquette

•Customer service skills

•Meeting account documentation requirements

•Team player

•Proven ability to work under pressure, adapt to changing environment, solid multi-tasking, prioritization time management and follow-through skills

CUSTOMER SUPPORT REPRESENTATIVE CLOUDBEDS

September 2017 – April 2018

•Providing accurate, valid and complete information by using the right methods/tools

•Managing inbound calls

•Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution

•Resolving technical issues while using our software

•Following communication procedures, guidelines and policies

•CRM experience

•Recording orders, dealing with data entry, issuing invoices/receipts

•Salesforce, Zendesk and Zoom expert

•Editing and creating knowledge base articles

•Reaching 140+ resolved tickets per week

ONBOARDING COACH. CLOUDBEDS

April 2017 – July 2019

•Identifying and assessing customers’ needs to achieve satisfaction

•Building sustainable relationships and trust with customer accounts through open and interactive communication

•Taking the extra mile to engage customers

•Delegate tasks and set deadlines

•Providing onboarding support. Designing adoption project

TRAINING DEPARTMENT MANAGER IN EDUCATIONAL ESTABLISHMENT

(BLT)

September 2016 – July 2017

•organizing and supervising teacher’s job

•customer relations manager

•providing teaching materials for employees

•conducting meetings and controlling the results

•working on reports regarding revenue, taxes, etc.

•resolving some challenging and conflict situations

•organizing groups of students and adults for attending specialist courses

•taking part in student-exchange programs, assisting with getting visa

ENGLISH AND GERMAN TEACHER (BLT)

September 2015 – July 2016

•preparing teaching materials

•planning, preparing and delivering lessons

•helping pupils improve their listening, speaking, reading and writing skills via individual and group sessions

•checking and assessing pupils' work

•organizing and running specialist courses

TRANSLATOR, COPYWRITER, REWRITER (UPWORK)

September 2014 – July 2017

•Translating, copywriting, rewriting and editing English articles in different spheres

•Easily improving any text based on the requirements given

•Eliminating grammar errors

•Detecting plagiarism

•Fixing grammar and punctuation errors

EDUCATION

Black See Petro Mohyla National University, Nikolaiev, Ukraine — Master Degree in Foreign Philology ( English, German and French)

Black See Petro Mohyla National University, Nikolaiev, Ukraine — Bachelor Degree in Foreign Philology ( English, German and French)

VOLUNTEER EXPERIENCE OR LEADERSHIP

Student Exchange Program, YMCA, Davenport, USA

Leadership Academy (US remote 2020)

Cyber Security and Cyber Awareness (US remote 2020)

Contact this candidate