Sofia Shaldikova

Experience

• 

  Uralsvyazinform JSC

  Mar 2009 - Oct 2010

  Technical Support Specialist

  - Monitored and maintained computer systems and networks- Provided technical support, advice, and assistance to corporate clients- Solved technical problems quickly and effectively

• 

  Toyota Center Ekaterinburg

  Mar 2013 - Sept 2013

  Personal Assistant

  - Maintained office systems, including data management and filing- Handled phone calls, inquiries and requests- Meet and greet visitors at all levels of seniority

• 

  Tranio.ru

  Mar 2014 - Aug 2014

  Freelance Journalist

  - Researched and organized facts and sources- Created SEO-friendly content- Translated articles from English to Russian

• 

  Freelance (Self employed)

  Jun 2014 - Aug 2019

  Freelance Translator

  English-Russian, Polish-Russian translation- Business and Economics- Documents- Audiovisual translation - TV shows

• 

  Vip Line sp. z o.o.

  Mar 2015 - Jul 2015

  Trade Marketing Specialist

  - B2B communications with regard to the trade marketing- Documents translation (English-Russian-Polish)

• 

  Jatomi Fitness Polska

  Aug 2015 - Sept 2015

  Sales Specialist

  - Generated sales leads- Presales and sales activities- Active participation in promotional campaigns and events- Understood customer needs and presented the club’s offer- Met sales targets

• 

  Fitness Academy King Square

  Oct 2015 - Apr 2016

  Customer Advisor

  - Generated sales leads- Presales and sales activities- Met daily, weekly and monthly sales targets- Maintained positive long-term relationships with clients

• 

  Uber

  Apr 2016 - Jan 2020

  - Created, analyzed and monitored staffing needs for Krakow Center of Excellence to optimize resource planning (400+ employees, 20+ LOBs)- Developed work schedules that effectively deliver staffing levels in order to achieve service level agreements- Managed non-productive time planning, ensuring activities are scheduled without impacting SLAs- Provided analysis and recommendations on how to improve service levels and efficiency- Developed and maintained reports (time tracking, lateness, shrinkage etc.)- Was responsible for onboarding of new support specialists and team leads into workforce management system- Worked in collaboration with Operational teams, Strategy and Planning, Regional Workforce Management and HR teams- Had been temporary managing a Real Time Analyst, helped to ramp up new hired Workforce Manager- Gained Lean Six Sigma Yellow Belt leading a project aimed to improve schedule modification process Show less - Lead, motivated, and managed a team up to 15 Community Support Representatives (Incident Response Team and Social Operations Response Team)- Managed the queue, set daily targets for the team- Developed people to their highest levels of performance, and guided through challenging situations- Managed stakeholders expectations and provided stakeholders with data analysis to optimize operations and facilitate insights- Worked cross-functionally with various supporting teams to ensure the team is delivering exceptional customer experiences and meeting service level requirements- Involved in the recruitment of new staff- Lead by example - maintained a positive, can-do attitude and encouraged others to do the same- Participated in the project on simplification of scheduling process as Real Time Analyst Show less

  • Workforce Analyst

    Oct 2018 - Jan 2020

  • Team Lead

    Jul 2017 - Sept 2018

  • Community Support Representative

    Apr 2016 - Jul 2017
• 

  Revolut

  Jan 2020 - Feb 2022

  - Lead Capacity Planning - Scheduling team (5 workforce specialists)- Managed and improved scheduling and time off approval processes in Support department (300+ employees internally and 600+ outsourced in multiply location)- Worked with the third parties to ensure external and internal staffing is aligned and can meet SLA targets- Worked on multiply projects aimed at improving workforce management, employee satisfaction and cost saving in collaboration with several internal teams and stakeholders- Automated scheduling and reporting processes- Provided data analysis to support decision making, created hundreds of queries and dashboards for several lines of business Show less - Lead workforce management team in Support department (3 specialists)- Lead scheduling and time off management processes in Support department (300+ employees, 3 locations)- Worked with the third parties to align on staffing needs- Worked in collaboration with Support leadership to plan capacity and identify hiring needs- Created and maintained reports (weekly and hourly capacity, queue performance, scheduling accuracy, conformance etc.)- Improved workforce management processes to make them more cost-efficient while keeping high customer support standards and high employee satisfaction Show less

  • Lead Workforce Specialist

    Jan 2021 - Feb 2022

  • Senior Workforce Specialist

    Jan 2020 - Dec 2020
• 

  Akamai Technologies

  Mar 2022 - Jul 2022

  Strategy & Operations Analyst II

  - Responsible for analysis and data management supporting functional organizations within the Edge Technology group- Developed and built metrics and key success measures for the business- Enabled better and proactive decision making, with a focus on financial performance and operations - Collaborated with multiply teams and leaders to provide ad-hoc analysis and insights

• 

  Revolut

  Aug 2022 - now

  TALENT ACQUISITION DEPARTMENTI lead and optimise critical aspects of Talent Acquisition operations, ensuring that our hiring processes, interviewer performance, and quality of hires are streamlined, effective, and aligned with business objectives.Key Contributions:- Capacity & Resource Planning: Developed and implemented a capacity model to forecast and manage recruiter and sourcer headcount, ensuring we meet hiring targets while maintaining high quality.- Interviewer Lifecycle Management: Created and automated the entire interviewer lifecycle, from eligibility criteria and certification processes to performance reviews and offboarding. This work has significantly improved the efficiency and consistency of our interviewers, enabling faster, more accurate hiring decisions.- Project Management & Stakeholder Engagement: Successfully led several high-impact projects, including the development of skills playbooks, interviewer performance dashboards and, candidate satisfaction and new joiners performance improvement- Data-Driven Decision Making: Used SQL, GSheets and Looker to analyse business metrics, generate actionable insights, and drive continuous process improvements.- Cross-Functional Collaboration: Worked closely with the Talent department, CEO office, and Heads of Functions to ensure alignment with business goals and enhance the overall efficiency of the hiring process and quality of hires. Show less SCHEDULING TEAM- Lead Scheduling team (3 Team Leaders, 18 specialists) which manages mid-term planning for all scheduled workforce in Support and FinCrime Services- Demonstrated strong leadership by keeping the team engaged and investing time and effort in their development (11 specialists hired and onboarded, only 1 specialist left, 2 Team Leads became Production Operations Managers, 1 Team Lead promoted to higher seniority)- Increased scheduling accuracy from 53% to 80% in Support and from 82% to 87% in FinCrime Services- Increased employee scheduling satisfaction from 78% to 83%- Optimised multiple scheduling processes, streamlining their efficiency and accuracy, resulting in significant time savings- Collaborated closely with the Product team to develop and implement an internal scheduling tool. This involved creating comprehensive business requirements, prioritising development features, and guiding the Scheduling team through the successful implementation, resulting in increased operational efficiency Show less

  • Production Operations Manager

    Sept 2023 - now

  • Production Operations Manager

    Sept 2022 - Sept 2023

  • Service Operations Lead

    Aug 2022 - Aug 2022