Summary
Overview
Work History
Education
Skills
Timeline
Generic

Viktoriia Sushchenko

Mississauga,ON

Summary

· Responsible for managing development of new IT product (VOIP)

· Developed project management roadmap to define project objectives, timelines and milestones.

· Developed project plans identifying key issues, approaches and performance metrics.

· Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.

· Led and managed staff of 30 team members engaged in administering complex IT infrastructure.

· Preparing market analysis, product research and presenting it to upper management and shareholders

· Built strategy plan and took ownership of executing it

· Ensuring that deadlines are met while keeping communication between upper management, shareholders and internal staff

· Forecasting what stage product is in and presenting plan/ change of plans to upper management

· Hiring, evaluating personnel

· Choosing vendors, following up on quality, ensuring proper supply is always on hands

· Managing marketing budget, meeting yearly quotas.

Overview

6
6
years of professional experience

Work History

IT Project Manager

VOLZ
  • Developed project management roadmap to define project objectives, timelines and milestones.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
  • Managed projects from procurement to commission.
  • Prepared and submitted project invoices for review and approval.
  • Negotiated and managed third-party contracts related to project deliverables.

Chief Workshop Manager

Build A Bear Workshop Inc
02.2022 - Current
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Assistant Store Manager

Carters Oshkosh
06.2019 - 02.2022
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Customer Service Manager

Winners TJX
06.2017 - 08.2019
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed through with client requests to resolve problems.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

Education

Bachelor of Science - Physics

Donetsk National University
Ukraine

Graduate Certificate - Information Technology - Cybersecurity

University of Toronto
Toronto, ON
08.2023

Skills

  • Process Integration
  • Project Deadlines
  • Conflict Management
  • Salesforce CRM Experience
  • Client Service Optimization
  • Customer Retention
  • Information Updates
  • Customer Relations
  • Account Management
  • Account Updates
  • Staff Leadership

Timeline

Chief Workshop Manager

Build A Bear Workshop Inc
02.2022 - Current

Assistant Store Manager

Carters Oshkosh
06.2019 - 02.2022

Customer Service Manager

Winners TJX
06.2017 - 08.2019

IT Project Manager

VOLZ

Bachelor of Science - Physics

Donetsk National University

Graduate Certificate - Information Technology - Cybersecurity

University of Toronto
Viktoriia Sushchenko