MYLA (Liudmyla) Melnyk
Winnipeg,Manitoba
Summary
Goal-driven and skilled individual offering 2 years of experience in bank area, and 6 years in customer service. Enthusiastic financial services professional highly effective at working with clients of all levels and backgrounds. Friendly and personable with adaptable approach. Willing to learn and develop.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Ramp Agent
Air Canada
09.2022 - Current
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
CADD technician
ENG-TECH Consulting Limited
02.2023 - 06.2023
- Developed CAD drawings from hand sketches, verbal instructions, and site visits.
- Generated accurate technical drawings for various projects.
- Create site plan after survey object
Business Banking Advisor
Mono bank
10.2020 - 05.2022
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Identified issues, analyzed information and provided solutions to problems.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Assisted customers with compromised debit cards and issued new credentials.
Supervisor of Sales
Maxus
10.2018 - 09.2020
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Trained team members in successful strategies to meet operational and sales targets.
- Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
Call Center Supervisor
BADM
10.2017 - 09.2018
- Organization of quality control of the services provided; Implementation of CRM, IP telephony
- Management of the contact center, control of the fulfillment of the assigned tasks for the group and individual;
- Development and implementation of a motivation system, analysis of the salary market in the CC Segment, taking into account the specifics of the work of the pharmaceutical industry
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Managed scheduling for agents and product specialists to foster increased productivity.
Team Leader
Global Bilgi
10.2013 - 06.2017
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Refreshes and trainings for product agents and also quality control of operators
- Adaptation and retention of new and existing agents
- Built strong relationships with customers through positive attitude and attentive response.
- Developed and implemented a motivational scheme for operators and mentors
- Developed communication with the development department (change in approach to assessing the quality of the conversation)
- Developed and implemented automatic reports on the project
- Launch of cross sales on the project
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Collected, arranged, and input information into database system.
Traine Attendant
South Railway Station Ukraine
01.2004 - 01.2007
- Railway coach reception and preparation for the travel;
- Checked on passengers regularly, verified compliance with safety requirements and identified assistance needs.
- Railway carriage cleaning before departure and during the route as needed; communication with train driver and representatives of State authority (Police);
- Greeting and accommodation of passengers in the railway carriage according to the purchased tickets;
- Ensuring passengers' safety during embarking/ disembarking process and en-route;
- Compliance with the norms of labour protection, clean keeping and discipline in the workplace;
- Preparation of the necessary documentation
Education
Intellectual Property
National Polytechnic University
Ukraine06.2010
Master's degree - Heat Power Engineering
Ukrainian State Academy of Railway Transport
Ukraine06.2009
Skills
- Customer Referrals
- Making Insurance Decisions
- Credit Risk Evaluation
- Manage Cash Flow
- Inquiry Requests
- Human Resources Knowledge
Certification
Driver licensed (clean history), vehicle, Covid -19 certificate vaccination, Work Permit without restrictions, clean Police Criminal Records.
Timeline
CADD technician
ENG-TECH Consulting Limited
02.2023 - 06.2023
Ramp Agent
Air Canada
09.2022 - Current
Business Banking Advisor
Mono bank
10.2020 - 05.2022
Supervisor of Sales
Maxus
10.2018 - 09.2020
Call Center Supervisor
BADM
10.2017 - 09.2018
Team Leader
Global Bilgi
10.2013 - 06.2017
Traine Attendant
South Railway Station Ukraine
01.2004 - 01.2007
Intellectual Property
National Polytechnic University
Master's degree - Heat Power Engineering
Ukrainian State Academy of Railway Transport
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