Iryna Burylo
Calgary,AB
Summary
Hardworking and focused administrative professional with excellent communication, planning, and prioritization skills demonstrated through 7 years of performance. Skilled in drafting reports and business correspondence, managing mail, and updating tracking spreadsheets. Exceptional leadership and team collaboration skills, with expertise in streamlining workflow to optimize personnel strengths and turnaround time. Successful at managing multiple priorities with a positive attitude and a willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Matching Operations Manager
Lemon.io | IT Marketplace
05.2022 - 02.2024
- Offered process improvements, and automatization to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow, and elaborated on their implementation.
- Worked with statistics, provided feedback and reports based on it.
- Interacted with managers of other departments to establish cross-team processes or support them with general or specific information about matching processes.
- Ensured a smooth work process in the absence of a team lead.
- Introduced new ideas, methods or tools to reduce turnaround time.
- Performed daily operations.
Customer Support Agent
Coding Ninjas, Inc | IT Company
12.2017 - 09.2020
- Handled and promptly resolved support requests from clients via chat, email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Mediated client-contractor communication breakdowns.
- Tracked customer's payments and balances.
Customer Happiness Manager
GoITeens | Educational IT Platform for Teenagers
10.2016 - 05.2017
- Ensured smooth communication and promptly resolved any request within three main parties: teenagers, parents, and trainers via phone, email, and chats.
- Scheduled and confirmed appointments with the sales manager.
- Ordered office supplies and maintain inventory.
- Assisted with operational tasks related to the educational process.
- Managed CRM.
- Monitored and managed outstanding client balances to ensure timely coverage and resolution.
- Occasionally created content for social media.
Administrative Manager
Short-Term Rent Apartment Agency
09.2015 - 10.2016
- Managed booking systems and websites (Booking.com, Airbnb, and others).
- Booked cleaning services and ensured timely cleaning arrangements.
- Received and discussed clients' orders via phone, chat, and email.
- Arranged maintenance and repairs in apartments when needed.
Education
English Language And Literature - English Language And Literature
05.2016
Primary Education - Education
05.2014
Skills
- Customer Service
- Workflow Optimization
- Onboarding and Orientation
- Cross-Functional Collaboration
- Employee relations and conflict resolution
- Maintenance Planning
- Schedule Management
- Performance monitoring
- Policy Implementation
- Problem-Solving
Accomplishments
- Promoted to Operations Manager after 1 years with the company.
- Achieved copy-paste messages by introducing Text Expander for messaging purposes.
- Organized IT event for teenagers with around 100 attendants.
- Created automated outreach qualification system, which helped to understand if the outreach request is worth to work with.
Languages
Ukrainian
Native or Bilingual
English
Full Professional
Spanish
Elementary
Toolswebsites
- Google Suit/Excel
- Notion
- Zapier
- ChatGPT
- Figma/Canva
- Hubspot/Zoho
- Trello/Asana
Additional Information
Was member of AIESEC during 2013-2014 and the member of organizational teams at projects "Language school" and "Colors of Lviv".
Timeline
Matching Operations Manager - Lemon.io | IT Marketplace
05.2022 - 02.2024
Customer Support Agent - Coding Ninjas, Inc | IT Company
12.2017 - 09.2020
Customer Happiness Manager - GoITeens | Educational IT Platform for Teenagers
10.2016 - 05.2017
Administrative Manager - Short-Term Rent Apartment Agency
09.2015 - 10.2016
Lviv National University of Ivan Franko - English Language And Literature, English Language And Literature
Pedagogical College of Ivan Fylypchak - Primary Education, Education
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