Olena Dmytruk
Quality Control Team Lead
Krakow
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve quality and efficiency.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
5
5
Languages
Work History
Senior Quality Control Team Lead -Support/FinCrime
Revolut
6 2021 - Current
- Manage the team of 15+ Quality Analysts in Poland and 3 other locations: monitor and control performance; ensure adherence to SLAs and KPIs; conduct regular one to ones, team meetings and performance reviews.
- Challenge processes and procedure, in the context of continuous Customer Support improvement.
- Reporting and resolving tech issues (query/sampling/QC tool related issues) in close cooperation with QC Product Team.
- Managing QC change requests process (query change/update, new task type implementation, checklist change): from planning to full implementation.
- Responsible for capacity and HC Planning, QC volume forecasts, onboarding plans.
- Project Management: from roadmap creation to full completion within given deadlines.
- Creating and managing QC Confluence spaces, Looker reports and dashboards.
- Acting as SME Team Lead; training and onboarding new QC TLs.
Senior Quality Assurance Analyst
Majorel (previously Arvato Bertelsmann)
05.2018 - 06.2021
- Second in Command.
- Manage performance of 14-19 agents.
- Work against established SLAs and KPI metrics.
- Follow strict criteria of analysis and templates to evaluate quality performance to ensure adherence to quality procedures of the Client.
- Prepare WBRs, MBRs and other reports.
- Work onsite with Client, Team Leaders and Operation Managers to identify knowledge gaps, create action plans to bridge them and achieve all goals.
- Provide effective, accurate and constructive feedback to agents to ensure continuous improvement.
- Deliver refreshers and workshops, to effectively communicate new or changed processes.
- Support training team in developing new and refresher training material for processes & systems.
Workflow Lead/Customer Support Representative
Arvato Bertelsmann
04.2016 - 05.2018
- Create team schedule, monitor market forecast and volume spikes.
- Monitor FTR, SLA, TRT, Abandon Rate and other key metrics.
- Effectively manage large amounts of incoming calls, chats, emails.
- Check email queue daily and distribute emails among team.
- Troubleshooting and solving issues related to AdWords Express and Google My Business.
- Analyze productivity data, create reports.
- Provide Market Specific training for new agents.
- Provide accurate, valid and complete information by using right methods/tools.
- Meet personal/team sales targets.
- Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
Digital Marketing Content Creator
Arvato Bertelsmann
10.2016 - 02.2017
- Responsible for expanded text ads creation and improvement.
- Closely cooperate with Account Managers.
- Constantly meet individual KPIs and team sales targets.
Market Expansion Specialist
PJSC “ESCO-RIVNE
01.2013 - 03.2016
- Develop strong relationships with clients, retailers and other members of marketing teams.
- Provide exceptional customer service to all consumers and clients.
- Project management and support.
- Responsible for company’s website development, translation and administration.
- Creating reports and articles about company.
- Arrange for meetings and conferences: preparing agendas and minutes, making necessary business travel.
- Measure effectiveness of marketing, advertising, and communication programs and strategies.
Executive Assistant, Translator
PJSC “ESCO, RIVNE
02.2009 - 01.2013
- Project support for the United Nations Development Programme.
- Perform Translation (Eng, Ru, Ua).
- Responsible for document management, calendar management and scheduling.
- Arrange for meetings and conferences, preparing agendas and minutes, business travel arrangements.
- Prepare company reports.
- Maintain communication with outside parties on behalf of Supervisor, including suppliers, shareholders, business contacts, etc.
Education
Postgraduate Degree - Business Management
National University of Water Management And NatureResources Use
Rivne, Ukraine 10.2013 - 05.2015
Master`s Degree in Translation And Interpreting - Romano-Germanic Philology
Rivne Institute of Slavonic Studies of Kyiv SlavonicUniversity
Rivne, Ukraine 09.2004 - 07.2009
Skills
Quality Control management (Support/FinCrime)
Courses
- ICA Certificate in Anti Money Laundering (2022-06) by ICA Association
- Six Sigma (2020-03) by LinkedIn
- Operational Excellence Foundations (2020-03) by LinkedIn
- Performance Management (2020-01) by LinkedIn
- Coaching and Developing Employees (2020-01) by LinkedIn
- New Manager Foundations (2019-12) by LinkedIn
Concent
“I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”. “I also consent to processing of my personal data for the purposes of any future recruitment processes”
Timeline
Senior Quality Assurance Analyst
Majorel (previously Arvato Bertelsmann)
05.2018 - 06.2021
Digital Marketing Content Creator
Arvato Bertelsmann
10.2016 - 02.2017
Workflow Lead/Customer Support Representative
Arvato Bertelsmann
04.2016 - 05.2018
Postgraduate Degree - Business Management
National University of Water Management And NatureResources Use
10.2013 - 05.2015
Market Expansion Specialist
PJSC “ESCO-RIVNE
01.2013 - 03.2016
Executive Assistant, Translator
PJSC “ESCO, RIVNE
02.2009 - 01.2013
Master`s Degree in Translation And Interpreting - Romano-Germanic Philology
Rivne Institute of Slavonic Studies of Kyiv SlavonicUniversity
09.2004 - 07.2009
Senior Quality Control Team Lead -Support/FinCrime
Revolut
6 2021 - Current
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