Daryna Klochko

Date: April – December 2019

Position: Project Manager of BPO for Sales and Marketing 

Company: Mindy Support 

Location: Ukraine

           Responsibilities

• Working with Operations to gather and understand current and prospective customer requirements that will impact partner resourcing;
• Coordinating cross-functionally with Operations and key strategic BPO partners to scope project requirements
• Diligently tracking progress against customer projects that require a BPO partner and relay delivery risks to stakeholders
• Managing day-to-day relationships with key BPO partners to make sure they feel engaged, supported, and eager for additional projects (includes regular status calls at odd hours due to time zone differences)
• Conducting RFP and costing exercises between Customer Success/Sales and BPO partners in cases when competitive project pricing bids are necessary
• Assisting with identifying gaps in current partner network's capabilities that affect our ability to deliver to customers
• Gathering, evaluating, and analysing data; monitor trends; prepare reports, and present recommendations working individually or within team
• Creating, maintaining, and delivering management reports to include current project status, forecasted vs actual expenses, and cost-benefit analysis of new initiatives
• Building sustainable relationships of trust through open, objective and data-driven communication across all functions at the BPO  
• Took part to ISO 9001 receiving           

Date: December 2018 – April 2019

Position: Business Analyst 

Company: Amadeus IT Group,

Amadeus Merchant Content

Location: Ukraine

Responsibilities

• Working with inbound companies from all over the world to understand their needs and provide the best solution;
• Conduct workflow analysis, define user requirements, identify issues and recommend and implement technical solutions;
• Presentation of the solutions;
• Cooperation with sales and marketing force to generate demos with qualified prospect accounts;
• Achieving activity targets within assigned reps' territory;
• Short-term and long-term sales forecasting;
• Providing solid analysis required for decision making and drive the performance improvement;
• Preparing and perform training of the local staff/end users, using materials and lesson plans and prepare reports on the performed trainings;
• Supporting annual business plan by preparing information about market insights and trends;
• Dealing with technical users and non-technical business owners to handle complex issues and sustain positive customer experience;
• Testing, analysing and bug identification of solutions, their upgrades and other changes;

Date: March 2015 – December 2018

Position: Head of Customer Support 

Company: Amadeus IT Group,

Amadeus Merchant Content

Location: Ukraine

          Responsibilities:

• Developing ways for support processes automatization;
• Analyzing feedbacks of implemented software products gathered from the end-users. Define the requirements for the system modification based on the end-user comments and suggestions;
• Assisting Operations to help providing greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence;
• Building FTE team and 24/7 Support remote team;
• Analyzing business processes and preparing business process descriptions;
• Composing and preparing of KPI's and SLA's, ensuring that KPI's and SLA's are met and are relevant to the current workload/release;
• Initiating, leading meeting with stakeholders/clients/providers on a subject of an existing quality support, to raise efficiency of support;
• Dealing and solving user cases of increased complexity (big client loss or money loss), all possible and sometimes impossible ways;
• Log all cases in the appropriate tool and assure correct and comprehensive data to enable meaningful reports and analysis;
• Identify general outages and service-disruption and act according to the defined help desk escalation procedures;
• Resolving technical and social conflicts;
• Developing operational plans and internal controls for key processes such as dealer commissions and payments, claims and returns, marketing programs and any other type of adjustments;
• Managing discrepancies (pricing, credit limit, order changes)

Date: January 2012 to March 2015

Position:  Head of the call centre

Company: Ltd “Auto Owned” 

           Responsibilities:

• Monitor and improve ordering, telephone handling and other procedures to complete month income sales plan
• Collect and analyse call-center statistics (sales rates, costs, customer service metrics etc.)
• Strive to fulfill the objectives set of a planned by stakeholders’ budget
• Develop objectives for the call center’s day-to-day activities for success sales
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM to create a cost-effective operation consistently achieving contact handling SLAs.
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve