Уляна Бандило

EDUCATION:

PROFESSIONAL EXPERIENCE:

November 2021 – present                    Corporate Quality Manager at Itera 

     Main responsibilities:

                                                                Achievements: 

• Established process on the corporate level to ensure compliance with the Norwegian Transparency Act 
• Established and implemented Customer Feedback process (collection and further management)
• Developed an automatic Human Rights Due Diligence Form to evaluate risks associated with vendors/suppliers 

March 2021 – November 2021            Senior Manager-Service Quality at VFS Global Services

                                                                 Main responsibilities:

• Continue to manage responsibilities designated on the previous position of Quality Manager
• Leading Global projects 
• Conducting training for variable team members
• Updating and improving global company policies/procedures

February 2019 – February 2021           Service Quality Manager at VFS Global Services

                                                                 Main responsibilities:

• Responsible for service quality and customer care  in overall of 23 offices in 6 countries
• Building awareness among employees to ensure compliance with ISO standards and company policies
• Creation and maintenance of company SOP’s, WIM’s, EHSCP, and Risk Registers for different departments 
• Process improvement  identification and re-engineering through constant review of existing processes
• Assistance/guidance to other departments during the implementation of new processes
• Ensuring meeting SLAs, Objectives and Targets set by company/clients
• Gaps identification and elimination through Internal Audits 
• Assistance to the Operations team while preparing to external Audits
• Risk Identification in the operational process as well as from an environmental perspective
• Capacity Planning Coordination
• Error Monitoring, analysis, and CAPA preparation
• Streamlining, ease of processes through innovative ideas, usage of different automated applications (MS forms, CRM etc.)
• Installation of Queue Management Systems in remote offices
• Communication with Vendors; Vendor Performance Evaluation, contract vetting
• Budgeting

                                                                Achievements: 

• Designed and implemented Product Error Monitoring process (services) in alignment with ISO 9001, which was highly rated by external Auditors and recommended for Global implementation.
• Successfully passed External Audit ISO 9001:2015, ISO 45001:2018, 14001:2015 for 2 offices in Ukraine.

May 2016 – January 2019                    Operations Manager at VFS Global Services

                                                                Main responsibilities

• Managing 6 Visa Application Centers in the biggest Western Operations Region (150+ staff)
• Ensuring smooth daily operations in the centers
• Ensuring compliance with all Company Policies 
• Conducting Internal Audits as per ISO standards
• Ensuring Compliance to ISO 9001:2015, ISO 45001:2018, 14001:2015 standards 
• Developing and testing new applications 
• Taking part in managing projects (Management of office relocations to new premise; Launch of the new application for Poland  Mission; Launch of Biometric enrolment in Ukraine)
• Ensuring good relationships with client missions and business partners
• Website (Content) Management 
• Front-end application testing

                                                                Achievements:

• Designed a new application with a new concept which is helping to provide higher service for client governments and customers
• To improve the quality of the application delivered to the client Mission I developed an additional verification page in the application for PII data validation in (Visa AF
• To reduce mistakes while scanning applicants' photos in scanning application, based on my suggestion, the first letter of the applicant's gender (F or M) is printed on the barcode, therefore instances when the photo of males and females were mixed have reduced almost zero

March 2013 – March 2016                   Deputy Operations Manager at VFS Global Services

                                                               Main responsibilities:

• Managing the Visa Application Center with overall responsibility for the efficiency and productivity of the unit whilst ensuring compliance with all processes as per Service Level Agreements
• Develop and maintain business relationships with Consulate officials
• Ensuring compliance with all existing processes and meeting the defined SLAs 
• Ensuring that the Teams are mentored & are working towards adherence to all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective
• Managing Security (Physical & Data) at the Application Centre and ensuring effective controls are in place to prevent any physical / data security breach incidents
• Provision of various reports   
• Ensuring communication and cooperation with project partners          
• Handling complaints from customers                                  

September 2011 – February 2013       Supervisor of the USA Embassy Service Desk  

                                                                 (helpline at Adelina Call Centre)

Main responsibilities: 

• Monitoring of agents’ work;                
• Reports provision
• Information providing
• Ensuring communication and cooperation with project partners
• Creating, designing and administration of the database for internal use
• Managing a team of 40 agents;
• Preparing rosters for agents

                                                    Achievements:

July 2011 – September 2011               Agent on the USA Embassy Service Desk/Visa information         

                                                                Helpline at Adelina Call Centre

Main responsibilities: 

• Calls serving
  • Information providing
  • Answering applicant's inquiries and via email
  • Handling complaints 

May 2009 – August 2011                     Tour guide tour guide at tour operator company “Algol”

Main responsibilities: 

• Conducting city tours
• Organizing excursions                           
• Guiding tourists during the tour outside the country

COMPUTER SKILLS:

MS Office (Word, Excel, PowerPoint, Outlook, etc), MS Forms, Chat GPT, working with different work-related applications, quick learner.

COMPETENCIES AND PERSONAL SKILLS:

• quality and service orientation;
• delivering results;
• networking and leadership;
• problem-solving and decision making; 
• project management; 
• presentation skills;
• teamwork and collaboration 
• analytical thinking;
• communication (oral/written);
• detail oriented;
• negotiation;
• performing well under pressure
• customer orientation;
• self-motivated and self-direct;
• interpersonal skills;
• planning & organizing skills;
• innovation 

I hereby give consent for my personal data included in the resume to be processed for the purposes of recruitment under the General Data Protection Regulation.