Iryna Pikalo

Experience

• 

  Adecco

  Mar 2018 - Jul 2018

  Praktykant

  Screened candidates resumes for alignment with specific job description.Created, revised, and published job descriptions to attract candidates. Updated information on job boards and career websites. Conducted interviews with candidates, using behavioural and competency-based questioning techniques to assess skills and qualification fit. Prepared documents for new employees, ensuring smooth transition into the company.

• 

  Majorel

  Oct 2018 - Oct 2023

  Managed end-to-end customer experience (CX) project for Google. Adept at analysing customer feedback and implementing strategies to enhance overall customer success. Supervised a team of over 20 employees, overseeing operations across different locations with a remote setup (PL, DACH, PT).Recruited staff and conducted performance evaluations.Assisted in the establishment of a new site in Africa. Successfully addressed and resolved customer inquiries related to Google Ads (omnichannel support). Assisted both individual and business clients in reaching their objectives.Expert in campaign set up, keyword planning, and reporting. Second-in-command: workflow lead for 50+ employees. Created and periodically refined forecasts and schedules.Ensured the accuracy of team data by updating records for new hires, leavers and team changes. Investigated and resolved customers issues via chat, phone, email.Promoted additional features and products.

  • Team Lead

    May 2022 - Oct 2023

  • Senior Customer Service Representative | Workflow lead

    Oct 2019 - May 2022

  • Customer Service Representative

    Oct 2018 - Oct 2019
• 

  Groupon

  Jun 2024 - now

  Media Operations Specialist