Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Alina Vinnik

Alina Vinnik

Kraków

Summary

Highly driven and results-oriented professional with over 6 years of experience in enhancing customer satisfaction and operational performance, seeking to leverage extensive customer service, specialized expertise in Quality Assurance Auditing, Compliance Auditing, and advanced technical skills in AI tools and automation into a role focused on optimizing processes and ensuring robust system integrity. Proven ability to manage multi-channel communications, drive process improvements, and make data-driven decisions to meet client needs and achieve strategic objectives. Adept at building strong client relationships and optimizing service delivery through innovative technical solutions, process automation, and a keen eye for identifying and eliminating system and human errors.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Quality Assurance, Deputy Team Lead

Wipro IT Services
02.2020 - Current
  • Lead comprehensive audits of company-wide systems and processes, ensuring compliance with industry standards and regulatory requirements (GDPR, ISO, etc.).
  • Conduct in-depth analysis of system errors and provide solutions to eliminate manual errors through automation and process reengineering.
  • Collaborate with cross-functional teams to integrate Google AI tools and Robot Translation Tools into the QA process, improving translation accuracy and overall system efficiency.
  • Lead audits of automated processes (Gemini, RTT tools) to ensure their alignment with compliance standards and identify opportunities for continuous improvement.
  • Team Workload through task assignment, case distribution, ticket segmentation, ensuring effective routing and resolution of client inquiries.
  • Develop and maintain audit reports, including recommendations for process enhancements and corrective actions.
  • Train and mentor team members on using AI tools for error detection and system optimization.
  • Client relationship efforts by ensuring maximum compliance and quality of customer service provided for a key client (Google Ads, Google Analytics, Google Marketing Platforms), effectively serving as a primary point of contact for service quality.

Account Executive, Google Ads

Majorel Polska
05.2017 - 01.2025
  • Managed a portfolio of Google Ads / Analytics / GMP clients, ensuring exceptional service delivery, contract compliance, and long-term relationship development.
  • Conducted regular meetings / calls with clients to review account performance, identify opportunities for growth, and resolve any service-related issues.
  • Developed and executed account strategies, including upselling and cross-selling to meet client needs and achieve revenue targets.
  • Worked closely with cross-functional teams, including sales, marketing, and product development, to tailor solutions that aligned with client objectives.
  • Utilized data analytics tools to monitor and assess client performance metrics, identifying trends, risks, and opportunities. Delivered regular updates to senior management, outlining key account progress and recommending strategic adjustments.
  • Escalation POC for complex issues, coordinating with relevant teams to resolve concerns in a timely and professional manner. Maintained a client-first approach, minimizing disruption to business operations.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients.

Customer Representative

Adelina Call Group
01.2016 - 08.2025
  • Managing large amounts of inbound and outbound calls in a timely manner
  • Identifying customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seizing opportunities to upsell products when they arise
  • Streamlined communication channels for improved customer service response times and overall efficiency.
  • Assisted customers in navigating company website features, leading to increased online sales conversions.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.

Education

Master - English Linguistics

National Taras Shevchenko University of Kiev
06.2016

Skills

  • Client Relationship
  • B2B Client Management
  • Customer Success Strategies
  • Quality Assurance & Compliance
  • Google AI Tools (eg, Google Cloud AI, Natural Language Processing)
  • Robot Translation Tool Implementation/Management
  • CRM Systems (conceptual understanding)
  • Microsoft Office & Google Sheets
  • Complaint resolution
  • Team supervision
  • Documentation and reporting

Certification

  • Google Ads Mastery, Skillshop, June 2021 - July 2021
  • Google Data Analytics, Skillshop Google, February 2023 - March 2023
  • Stakeholder Communications, Skillshop, October 2024 - February 2025

Languages

English
Advanced (C1)
Russian
Bilingual or Proficient (C2)
Polish
Advanced (C1)

Timeline

Quality Assurance, Deputy Team Lead

Wipro IT Services
02.2020 - Current

Account Executive, Google Ads

Majorel Polska
05.2017 - 01.2025

Customer Representative

Adelina Call Group
01.2016 - 08.2025

Master - English Linguistics

National Taras Shevchenko University of Kiev

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Alina Vinnik