Artem Hromadskyi

Experience

• 

  Arvato Polska

  Jan 2018 - Jan 2019

  - Monitoring email, chat and phone line queues daily and distributing workloads across the team.- Monitoring SLAs, Abandon Rate, TRT and adjusting workflow processes as required.- Planning team schedule and supervising on each agent. - Providing excellent and high quality customer service for Google Ads users via phone, chat and email channels.

  • Workflow Lead/Customer Service Representative

    Jul 2018 - Jan 2019

  • Customer Service Representative

    Jan 2018 - Jul 2018
• 

  Majorel

  Feb 2019 - Jan 2024

  - Preparing and analyzing ongoing KPI performance and action plans in weekly/monthly/quarterly performance reviews.- Proactive initiation of new processes based on the identified gaps to ensure long-term and scalable success is achieved to strengthen the service excellence to customers.- Managing multiple unrelated projects simultaneously using prioritization and importance techniques.- Managing the group of Team Leaders and Subject Matter Experts across 4 locations.- Mentoring and developing direct reports to ensure goals are setfor their personal and professional growth and development. - Conducting regular meetings with direct reports to ensure expedient communication and provide an open forum for input. Driving and implementing team activities.- Collaborating with all the internal and external stakeholders to ensure proper business flow.- Driving innovations in order to establish/improve processes for better team, line of business, company functioning and value add.- Acting as an escalation point of contact for employee relations, and customer issues. Show less - Making sure that KPIs are met by a group of CSRs working in KRK and WRO sites, ensuring adherence to SLA expectations on multiple communication channels.- Managing headcount. Productivity/workflow management.- Ensuring timely turnaround of customer queries and compliance of operational SLA’s.- Managing day to day team activities and facilitating completion of additional activities as required.- Providing regular and ad hoc reporting to Client.- Monitoring and regular reporting of activities within the team.- Motivating the team to drive for success in customer satisfaction. Show less

  • EMEA Operations Lead

    Aug 2021 - Jan 2024

  • Customer Service Team Lead (UA/ES markets)

    Nov 2019 - Jul 2021

  • Workflow Lead/Customer Service Representative

    Feb 2019 - Oct 2019
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  Revolut

  Jan 2024 - Jan 2025

  Production Operations Manager

  - Owning business metrics and improving people's performance, including decision-making quality and efficiency.- Working on projects based on the prioritisation and setting a timeline to reach goals quickly.- Managing the group of 7 cross-located Team Leaders and respective assigned agents.- Taking responsibility for team's development, guiding them, and working with them to unlock their full potential.- Conducting regular meetings with direct reports to ensure expedient communication and provide an open forum for input. Driving and implementing team activities.- Interacting and collaborating with teams from different regions and cities across the globe to constantly improve service levels.- Establishing lasting relationships with vendor partners to influence decisions for the company's benefit.- Proposing, developing, and implementing systems, programmes, and processes to strengthen the foundation of exceptional customer service.- Acting as a point of contact for employee relations, customer issues and internal escalations.- Ensuring an innovative environment to improve overall efficiency and quality of work in a fast paced environment.- Managing staffing and capacity of the team for proper volume handling and cost efficiency. Show less

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  Zing Coach

  Feb 2025 - now

  • Head of Support

    Apr 2025 - now

  • Support Lead

    Feb 2025 - Apr 2025