Denys Baglikov
Krakow,Poland
Summary
Professional with extensive experience in customer service and proven problem-solving abilities. Expertise in project management and operational planning leads to efficient outcomes. Focused on driving organizational success and improving team performance.
Overview
14
14
years of professional experience
Work history
Team Leader for Contracting
HCL Technologies
Krakow, Poland
09.2023 - Current
- Managing a group of employees, overseeing their performance, associated to the project assigned, as cascaded and agreed upon with the Team Manager
- Organised training sessions to enhance team performance.
- Close interaction with other departments (account managers, training team, HR, etc.)
- Mentoring of new joiners, providing all team members with meaningful feedback and recommendations for process and application improvement
- Taking ownership and measuring deliverables, personnel contribution and metrics associated with assigned projects. Handling requests from first line support
- Monitoring planned timeline and modifying scope of work as necessary within alignment of Team Manager directives
- Coordinating periodic meetings with members of the project, organizing updates and facilitating team collaboration
- Communicating with stakeholders all necessary information before, during and after the project
- Escalating and troubleshooting issues and challenges regarding projects as they occur
- Conducting job interviews, 1:1 meetings, annual appraisals
- Implemented CRM systems to streamline operations.
Team Lead Google Ads (1st line customer support)
Majorel Polska
Krakow, Poland
10.2022 - 09.2023
- Managing Romanian and Hungarian team of 18 people
- Supervising daily performance of a group of employees working in KRK and WRO sites, ensuring adherence to Service Level Agreement expectations (e.g Productivity & quality)
- Cooperation with other departments, segments, sites
- Monitoring staffing and resource capacity
- Practicing in recruitment process and introduction training of new employee, further succession planning and personal development of them
- Managing effective client communication and interaction - regular performance reporting and service improvement plan organization
- Delivering WBR, MBR, QBR to the client
- Providing feedback, transferring knowledge, giving some tips on how to get metrics on target
- Processing Escalations from the client and providing high quality support.
Senior Technical Customer Representative(1st line)
Majorel
Krakow, Poland
03.2020 - 10.2022
- Provided technical support with Google Ads, Google Analytics, Tag manager products
- Meet deadlines with a fast paced environment
- Deliver efficient troubleshooting and query resolution and assist customers with account optimization
- Responsible for workflow processes, team's schedule
- As WFM processed large raw data sets, conduct data analysis.
Sales Manager
iSmoking, E-cigarettes shop
Kraków, Poland
01.2019 - 03.2020
- Providing customer service in a fast paced environment
- Management and supervision of the shop with minimal supervision from top management
- Conducting retail sales
- Providing in-store branding
- Managing social media marketing
- Performing simultaneous alternative shop duties to meet companies time demands
- Professional Staff training.
Founder/Manager
Nick's Trade Sp. z o.o
Kraków, Poland
08.2016 - 03.2020
- Managing and supervising staff and stock and providing customer service
- Conducting retail sales and promotion of products
- Providing company branding
Co-founder
Baglikov Ltd.
Kharkiv
11.2011 - 05.2016
- Wholesale and retail sale of manicure and hairdressing tools
- Participation in International Beauty Fair in Hong Kong, Giangzhou, Beijing and Bologna
- Product supervision and contraction with international partners
Education
Master - International Economic Relations
V.N. Karazin Kharkiv National University
Bachelor - Business Administration
Kharkiv University of Humanities
Skills
- Customer Service
- Problem Solving Skills
- Project Management Skills
- Operational planning
Languages
Russian, Ukrainian
Native language
English
Advanced (C1)
Russian
Native
Ukrainian
Native
Polish
Upper intermediate
Timeline
Team Leader for Contracting
HCL Technologies
09.2023 - Current
Team Lead Google Ads (1st line customer support)
Majorel Polska
10.2022 - 09.2023
Senior Technical Customer Representative(1st line)
Majorel
03.2020 - 10.2022
Sales Manager
iSmoking, E-cigarettes shop
01.2019 - 03.2020
Founder/Manager
Nick's Trade Sp. z o.o
08.2016 - 03.2020
Co-founder
Baglikov Ltd.
11.2011 - 05.2016
Master - International Economic Relations
V.N. Karazin Kharkiv National University
Bachelor - Business Administration
Kharkiv University of Humanities
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