Senior Customer Care Specialist at Preply

ABOUT THE MENTOR

EXPERTISE

Customer Care
Data Analysis
Performance Management
Leadership

EXPERIENCE

Preply
Senior Customer Care Specialist
April 2021 — Present (1 year 4 months)
Customer Support Specialist
July 2020 — April 2021 (10 months)
Kyiv City, Ukraine

AIESEC
Senior Team Lead
January 2020 — September 2020 (9 months)
Board Member
June 2019 — September 2020 (1 year 4 months)
Sr. Customer Experience Internal Processes Coordinator
May 2020 — August 2020 (4 months)
Kharkiv, Ukraine
Budget Analyst and Tracker — Entity Support Team
February 2020 — August 2020 (7 months)
Ukraine
Working with the national network by:
• Coaching local chapters and Vice Presidents monthly.
• Working on improving the financial metrics, products' profits and revenues
• Overseeing the National quarterly Auditing
• Implementing new projects to improve our processes and downscaling them to the local chapters’ level
(One of the projects that we have accomplished, National Risk Management Model)
Talent Management Coordinator
January 2020 — June 2020 (6 months)
Kharkiv, Ukraine
Managing our members' and Team Leaders' capacity, while working on implementation of new processes and creative approaches to facilitate the development matrix of our Local Committee
My job description includes:
- Leading recruitment team to screen and select new members to our teams and managing their allocation based on teams' persona
- Managing the onboarding of team members and facilitate team building activities and track their career planning and monthly personal development plans
- Provide weekly consultations, the team standards delivery, performance management and education
- Organizing and implementing the Rewards and Recognition system weekly
- Leading Team leaders commission and direct responsible to increase their leading and managerial capacity
Team Lead
September 2019 — January 2020 (5 months)
Ukraine
Our team was responsible for:
- Raising potential customers, and managing the sales funnel of the process
- Creating marketing plan for our social project that focuses on the attraction of our customers
- Interviewing and processing potential international volunteers and allocating them based on persons and profiles that match our project goals and vision
- Creating and planning project agenda, timeline, and executing it
- Working on the development of my team members and our volunteers through the whole journey by setting personal goals and achieve them
Entity Support Team — Product Developer
August 2019 — January 2020 (6 months)
Ukraine
Working with our national network to help in strengthening a sub product we have
(Host Family) through:
- Co-creating new customer flow, setting up and helping in the delivery of an
educational plan to downscale our national strategy
- Tracking the customers satisfaction and sales processes
Event Organizer
July 2019 — October 2019 (4 months)
Ukraine
Part of the National Organizational Committee was responsible to plan and manage the biggest national conference we had at that time.
Responsible for the experience of our delegates and support in logistics and the projects' execution.
Customer Experience Coordinator
June 2019 — September 2019 (4 months)
Ukraine
My job description included:
- Coordinating the value delivery for our volunteers
- Monitoring the implementation of our standards
- Holding feedback sessions to help volunteers reach their goals during the experience through putting them into action steps
- Creating marketing plans with my team for driving attraction to our projects through showcasing materials and articles
- Tracking and monitoring their whole experience
- Managing the logistical and legal needs to facilitate their participation in our 6 social projects that were based on the SDGs of the United Nations
- Solving problems that rose up in synergy with our middle management team
Team Leader
March 2019 — May 2019 (3 months)
Team member
December 2018 — February 2019 (3 months)
Ukraine

AIESEC in Spain
Entity Control Board — Case Solving Specialist
July 2019 — February 2020 (8 months)
Spain
- Representing the entity legally on the international level in terms of our product's operations, processing ongoing cases with other entities, negotiating to reach common compromisations in respect to our exchange compendiums and provide coaching sessions when needed.
Auditing Coach
July 2019 — December 2019 (6 months)

NHS
Pharmacy Assistant — Blood donation and transplant department
August 2019 — September 2019 (2 months)
London, United Kingdom
Joining the local health centre where I was assigned to host and assist the donors, run them through the blood donation process and provide educational materials to our donors.

Abjadyat
Marketing Operations Manager
May 2018 — October 2018 (6 months)
Middle East
My JD included:
- Developing and creating digital marketing strategies to drive traffic to our website by building monetization plans to make our content easily accessible
- Managing the website's layout and generating interactive content for it (articles, news, publishes and downloadable content) in synergy with our copywriters and SEO engineers
- Analyzing our campaigns and re-plan further changes in the strategies based on the weak and strong points
- Managing and updating social media platforms to ensure our presence.

EDUCATION

V. N. Karazin Kharkiv National University
Bachelor's degree, Medicine
(2017–2023)