Maryna Kosteniuk
Calgary,AB
Summary
Successful multilingual Human Resources candidate offering 5 years of progressive success in HR roles. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Leading Contact Center Specialist
Nestle Business Services
12.2021 - 05.2022
- Directed, guided, coached and mentored team of 15 agents and surpassed individual and corporate goals.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Created team rotations to manage center effectively during peak hours.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Trained new personnel regarding company operations, policies and services.
- Championed employee recognition programs and increasing overall job satisfaction within the contact center team.
Human Resources Specialist
Nestle Business Services
06.2020 - 12.2021
- Updated HR database with new employee information, changes in benefits, and other details.
- Managed payroll and timekeeping to track hours and accurately pay employees.
- Effectively handled employee call inquiries and provided support during various stages of the service process.
- Ensured legal compliance in all HR practices by staying current with relevant employment laws and regulations, as well as conducting regular policy reviews.
- Collaborated with managers to identify and address employee relations issues.
- Streamlined HR processes for increased efficiency and reduced administrative workload by automating manual tasks and introducing new software tools.
Contact Center Specialist With Greek Language
Nestle Business Services
10.2017 - 05.2020
- Provided professional customer service by actively listening to inquiries and offering personalized solutions.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Enhanced team productivity through participating in KPI`s trends, root cause analysis of mistakes/errors and problem-solving
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Proactively identified potential areas of improvement within the contact center operations, proposing recommendations for enhanced service delivery.
Teacher of Greek language
EDUCATIONAL COMPLEX - GYMNASIUM "POTENTIAL"
10.2016 - 11.2016
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Graded and evaluated student assignments, papers, and course work.
- Integrated cultural awareness into lessons by incorporating diverse perspectives and materials into the curriculum.
- Shifted between formal and informal methods of teaching to keep students engaged.
Subtitle Editor
Volunteer Project
04.2016 - 04.2016
- Edited and translated subtitles for the film Vatra from Ukrainian to Greek language for the project See Ukraine for the festival Docu Days.
Education
Master's program - New Greek Language And English Translation
Taras Shevchenko National University of Kyiv
Kyiv, Ukraine06.2018
Bachelor's program - New greek language and literature
Taras Shevchenko National University of Kyiv
Kyiv, Ukraine06.2016
High School Diploma - Specialized in foreign languages
Comprehensive School of I-III Levels 107
Kryvyi Rih, Ukraine06.2012
Skills
Workforce Management
Call Center Customer Service
Documentation And Reporting
Fluent in Ukrainian, Russian and Greek languages
Proficient in SAP
CRM Software
Microsoft Office expertise
Scheduling proficiency
Employee Coaching
Leadership Development
Continuous Improvement
Time Tracking and Payroll Administration
Personal Information
Date of Birth: 03/01/95
Languages
English
Full Professional
Greek
Full Professional
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
German
Elementary
Additional Information
Other Professional Roles
April 2021 - May 2022 - Employees` Development Pillar
Worked closely with HR teams to align employee development initiatives with company objectives and values.
Supported and coached employees as part of successful training initiatives.
Tracked and reported on training requirements, completion and status.
Streamlined onboarding processes, ensuring new hires were equipped with necessary knowledge and skills for success.
Customized training sessions by employee type, level and management requirements.
- May 2018 - March 2021 - Lean Office Pillar
Developed training programs to enhance staff skills in Lean principles and applications.
Fostered a sense of ownership among team members by involving them in problem-solving exercises related to their work areas or processes under review during coaching sessions.
Drove cost savings initiatives by reducing non-value-added activities, optimizing inventory levels, and minimizing waste across business operations.
Created customized toolkits containing relevant Lean tools for individual teams based on specific project requirements.
- February 2019 - December 2021 - Job shadowing Coordinator
Designed customized job shadowing experiences that aligned with each employee`s career aspirations, providing valuable insights and hands-on learning opportunities.
Coordinated job shadowing sessions in a timely and effective manner.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Leading Contact Center Specialist
Nestle Business Services
12.2021 - 05.2022
Human Resources Specialist
Nestle Business Services
06.2020 - 12.2021
Contact Center Specialist With Greek Language
Nestle Business Services
10.2017 - 05.2020
Teacher of Greek language
EDUCATIONAL COMPLEX - GYMNASIUM "POTENTIAL"
10.2016 - 11.2016
Subtitle Editor
Volunteer Project
04.2016 - 04.2016
Master's program - New Greek Language And English Translation
Taras Shevchenko National University of Kyiv
Bachelor's program - New greek language and literature
Taras Shevchenko National University of Kyiv
High School Diploma - Specialized in foreign languages
Comprehensive School of I-III Levels 107
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