Anastasiіa Smolіentseva

Experience

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  TENET Internet Service Provider

  Jun 2014 - Jan 2017

  - Taking incoming user support requests and solving the problems or rediracting them to another department.- Assisting users in setting the internet connection and helping to fix possible errors.- Advising on the required routers configuration, IPTV Set-Top Boxes registration.- Advising on work with the company`s website, IPTV application and SIP telephony programs.- Generating action tickets based on incoming user calls.- Creating of repair applications using CRM system.- Collecting customers feedback to identify and report service problems.- Teaching and training the new employees. Show less

  • Technical Support

    Jun 2014 - Jan 2017

  • Sales Manager

    Jun 2014 - Jan 2017
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  Under NDA

  Jan 2017 - Mar 2017

  Recruiter

  - Searching for candidates through social media, job portals etc.- Screening resumes and candidates profiles- Communicating with potential candidates about vacancies and interviewing

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  Serpstat

  Mar 2017 - Apr 2021

  As a member of Serpstat Sales&Customer Success department I was helping 3 teams to be more effective by managing Sales Operations Processes, such as:- working with a dev team for CRM-system upgrading by integrations with another tools and extensions,- setting Sales and Customer Success funnels in CRM-system: creating new processes rules, improvement of the current processes according to a company goals and based on a team leaders feedback,- setting email and in-app campaigns in Intercom and CRM add-ons,- creating written and video manuals for the team on how to work with the tools and CRM-system processes,- сontrolling the correct work of Customer Success and Sales teams according to the set up processes in CRM-, ERP-systems, customer chat, billing,- managing Google Sheets databases and controlling them to be clean and accurate,- ensuring the efficient performance of the department (managing tools settings, tools payments, solving technical issues with tools for team members),- managing refunds and disputes. Show less

  • Sales Operations Manager

    Jun 2019 - Apr 2021

  • Billing Manager in Customer Success dept

    Apr 2019 - May 2019

  • Customer Success Representative

    Sept 2017 - Mar 2019

  • Customer Support Specialist

    Mar 2017 - Sept 2017
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  Netpeak Group

  May 2021 - Nov 2023

  As a team leader of an Employee Experience team, I worked on improving Onboarding and Offboarding processes of Netpeak Group companies:1. Managing up to 6 teammates (coordination, guidance, motivation, control etc.)2. Redesigned the exit survey questions for them to be measured and analysed.3. Created first Offboarding metrics dashboard.4. Offboarding employees on my own to improve the process and created documentation on it.5. Created and improved career plans and adaptation plans for different positions: Marketing, HR, Sales, Finance.Together with the team, we:1. Changed the Onboarding team work process by dividing it to Administrative and Communicative parts to increase the team's capacity.2. Implemented new Employee and Managers Surveys to Onboarding process. And also a new way of a mid-adaptation meeting with HR which increased the level of Managers insights on Adaptation effectivness.3. Customized and starting to do Onboarding process for 2 Netpeak Group companies who was doing onboarding on their own before that.4. Organized all Onboarding and Offboarding documentation in Notion and implemented a process ofkeeping it up-to-date. Show less I was team leading the Employee Onboarding process, working on it's improving to make first months of new hires excellent:1. Managing up to 4 teammates (coordination, guidance, motivation, control etc.)2. Organized the team work with a 2-fold increase in new employees during peak months (35 on average vs. 65-70 in the Autumn, 2021).3. Started to measure Employee Onboarding metrics and created dashboards in LookerStudio based on Employees surveys.4. Created 3 courses for employees adaptation: Business Correspondance, Attending conferences for business purposes, Accuracy. Average score to courses is 4.9/5.5. Created an Adaptation plan for the Onboarding team.6. Succesfully lead the project of moving all company documentation from corporate Wiki to Notion and updating it (869 articles, May 2022 – March 2023)7. Onboarded English-speaking employees, created materials for onboarding English-speaking employees and then delegated it to my teammate.Together with the team, we:1. Increased Manager`s NPS of Onboarding processes by 21%.2. Maintained the newcomers NPS-score to the onboarding process at a high level (90% on average).3. Transferred all the Onboarding work process from spreadsheets to a task manager.4. Reduced the time for L&D materials in corporate onboarding from 7.5 hours to 3.5 hours.5. Organized Onboarding documentation. Show less

  • Employee Experience Lead

    May 2023 - Nov 2023

  • Onboarding Team Lead

    May 2021 - Apr 2023
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  MacPaw 🇺🇦

  Jul 2024 - now

  Junior HRBP