Roman C.

Experience

• 

  PayPal

  Jan 2013 - Jun 2019

  Customer Service Team Lead

  Customer service Representative: 2013 - 2015- Resolve customer complaints via phone, email.- Greet customers warmly and ascertain problem or reason for calling.- Assist with placement of orders, refunds, or exchanges.- Suggest solutions when a product malfunctions.- Work with customer service manager to ensure proper customer service is being delivered.- Dispute and claims experience Senior customer service representative: 2015 - 2017- Supported our team by helping guide and answer any questions that arise- Produced daily reports which, monitored attendance, documented cases closed, and feedback- Succeeded in taking escalated calls which resolved customer questions, concerns, and complaints- Exceeded weekly QA goals- Enhanced team performance through coaching, development, feedback, and effective communicationTeam Lead: 2017 - 2019- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks- Assists management with hiring processes and new team member training- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance- Develops strategies to promote team member adherence to company regulations and performance goals- Create an inspiring team environment with an open communication culture- Conducts team meetings to update members on best practices and continuing expectations- Generates and shares comprehensive and detailed reports about team performance. Show less

• 

  HP

  Jul 2019 - Mar 2021

  Hewlett-Packard Service Team Lead

  -Coach team members-Develop team strengths and improve weaknesses-Identify team goals and evaluate team progress-Organize team initiatives-Monitor team performance and report on metrics

• 

  DiDi

  Mar 2021 - Dec 2022

  Business Development Coordinator

  Responsible for defining the strategy for sales and building partnerships with restaurants in the local food industry.*Acquisition Coordinator*Early life cycle Coordinator*Farmers Coordinator- Analyze data to understand Restaurant’s behavior's and identify areas for improvement- Understand the restaurant and consumer to get insights and transform them into actionable plans.- Ensure the execution of the commercial plans.- Plan, review, adapt and execute the annual sales plan in line with the strategy team in order to match the plan with the promotion and sales activities.- Prospect for potential new local Restaurants or Food Businesses.- Plan approaches and pitches. Work with a team to develop proposals that speak to the client's needs, concerns and objectives.- Handle objections by clarifying, emphasizing agreements and working through differences to a positive conclusion.- Submit weekly progress reports and ensure data is accurate. Show less

• 

  Teleperformance

  Jan 2023 - Oct 2024

  Russian Quality Assurance Specialist (Trust and safety)

  -Analyze adherence to quality policies and procedures by monitoring agents-Execute coaching process using internal standards for feedback and coaching-Execute number of observations and feedback required per agent according to the client request or internal standards.-Provide coaching and develop agent’s opportunities by using effective interpersonal communication.-Develop reports in excel to inform about top drivers and main opportunities found.-Attend internal & external call calibration sessions-Work closely with the Supervisor sharing insights and participating in meetings to develop and implement effective action plans to improve quality and related metrics.-Responsible for refresher training on process changes and analysis and reporting-Deliver feedback to agents Show less

• 

  Life Academy

  Nov 2024 - now

  Country Sales Director

  - Create and implement effective sales plans to achieve regional targets.- Lead, mentor, and train sales teams within the region to improve performance and productivity.- Build and maintain strong relationships with key clients to ensure customer satisfaction and loyalty.- Manage the regional sales budget and allocate resources effectively.- Work with marketing, product, and other departments to align sales strategies with broader business goals.- Responsible for recruitment and hiring processes Show less