Tatiana Protsenko

Experience

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  High School 26

  Aug 2004 - Aug 2010

  Teacher
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  Digitcapital

  Aug 2010 - Dec 2015

  Customer Support Manager

  - Responsible for communication with clients and partners (tickets, emails, chats, calls). Handled escalations to improve customer satisfaction and experience. - Familiarize users with the company's products, their properties, current promotions, and offers.- Successful implementation of the 2-level Support + billing and bank cooperation.- Writing FAQ and Wiki articles.- Responsible for KPI team development.- Monitoring and increasing team efficiency, staff motivation, and customer satisfaction levels.- Managing business day schedule, planning and process/procedure development.- Training, daily coaching reviews with agents to improve service levels and performance. Show less

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  Nextiva

  Jan 2017 - Jan 2018

  Technical Support Department

  - Configuring Nextiva's unified communications product features, providing technical support.- Critically think through and troubleshoot business networks.- Manage difficult customer interactions.- Manage porting responsibilities, including but not limited to working with carriers on port submissions and rejections.

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  TRASTRA

  Jan 2018 - Sept 2019

  Head of Support Department

  - Ability to use in practice Scrum, Kanban, Waterfall management methodologies. - Manage the personnel responsible for hiring, evaluation, training, management, etc.- Provide expert advice and support to agents.- Ensure the creation and maintenance of written documentation for the inclusion of user and system manuals, license agreements and all documentation relating to changes and updates.- Manage the subdivision subfunction within a broader departmental function.- Assist in the formulation of goals for individuals and groups. - Working with staff to develop plans and strategies and improving the effectiveness of customer service, increase user efficiency and encourage innovation.- Develop ways to optimize procedures and maintain staff motivation.- Development of standard working procedures related to best practices, and provision of written protocols and recommendations for its employees and all end-users.- Monitoring the development and improvement of systems and the integration of new systems with existing ones.- To direct and control all aspects of the policy, objectives and initiatives of the customer service organization.- Establish policies and procedures that ensure quality delivery of customers and reflect the best industry practices. - Develop standards of service level, focused on response time and problem-solving.- Measure performance with key metrics.- Ensure compliance with the policies of attendance, established procedures, etc.- Monthly/annual results and performance reports Show less

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  RBFC Global Limited

  Oct 2019 - Mar 2020

  Head Of Business Development / Project Manager

  - Experience in launching a product from scratch and working on the gradual development of an existing product;- Ability to prioritize tasks and allocate time wisely;- Managing the software development process in the project;- Managing a team of technical specialists;- Ongoing analysis of the product, its components, their performance- Communication with partners and establishing partnerships with potential and existing clients;- Track performance results.

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  IT Group Company

  Apr 2020 - Oct 2020

  Project Manager

  - analysis of workload in projects and staff assignment; - create and maintain comprehensive project documentation, project status reports, KPI analysis, etc. - improve IT-delivery processes creating the knowledge base of best practices, improvements, and innovations.- risk management to minimize project risks, identify and analyze delivery risks, process with risk response actions;- manage changes to the project scope, project schedule and project costs- monitoring and control the project is delivered on-time, within the scope and budget- report and escalate to management as needed- stakeholders management Show less

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  Opinov8

  Oct 2020 - Jul 2024

  Project Manager / Scrum Master

  - Managing of web/mobile app projects with 25+ FTE for UK/EU/US clients- WBS preparation, backlog management- Project team management (devs, BAs, QAs)- Facilitated and conducted Scrum events, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.- Product backlog prioritization- Managing of all project’s areas (scope, schedule, cost, quality, resources, communications, stakeholders involvement, etc.)- Removed impediments to help the team achieve sprint goals and deliver value - Preparation of project documentation and reports Show less

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  Altamira

  Jul 2024 - now

  Project Manager