Vita Skrypka
Head of support/ Head of Quality Assurance/Project manager
Toronto,ON
Summary
Customer-focused Head of Support with many years of experience in the industry. I am interested in finding a project where I can develop a customer service department from scratch. Previous roles highlighted the ability to improve service and product quality by conducting thorough analysis and implementing effective solutions.
How can I be useful to the your project, what can I offer:
Tracking project indicators, build metrics for tracking hidden indicators influence in the project. Optimization and automation of workflows based on data.
Internal audit for processes
Setting up CRM modules
Analyze client feedback for finding out insights
Preparation of individual motivational offers - discounts, bonuses, promotions - taking into account the needs of specific segments
Build and maintain close relationships with international clients
Development of customer support strategy to achieve high CSAT and NPS indicators.
Building a support department from scratch:
hiring, onboarding and training of operators.
Development and implementation of processes, standards and selection of tools (CRM, chat platforms, etc.).
Creation of internal documentation for the team (instructions, guidelines, scripts).
Development of KPI system and motivational programs for employees.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Head of Quality Assurance
PIN-UP.Tech
Kyiv
04.2019 - 12.2021
- Analyzed data from quality control testing to identify areas of improvement.
- Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
- Created reports detailing results from inspections, tests, and investigations that were used by senior management for decision-making purposes.
- Conducted internal audits of processes and systems to ensure compliance with quality standards.
- Maintained records of all test results and monitored trends over time to detect potential problems early on.
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Developed and implemented quality assurance policies, procedures and standards.
- Collaborated with cross-functional teams to develop strategies for improving product quality.
- Reviewed current standards and policies.
- Managed the development and maintenance of quality management systems (QMS), ensuring continuous improvement and efficiency.
Head of Quality Assurance Department
Lucky Lubs (Gambling)
Kyiv
07.2014 - 07.2017
- Participated in building the customer service department from scratch, including selecting an office, hiring a team, creating a knowledge base, conducting training, creating a motivation system, and auditing the work of the support and sales teams, implementing CRM and online chat.
- Developing a customer support strategy to achieve customer satisfaction
Analyzing support data (metrics, customer feedback) to identify problem areas and suggest improvements.
- Collaborated with cross-functional teams to ensure that all processes are compliant with relevant regulations.
- Established quality KPIs and reported on performance to senior management, highlighting achievements and areas for improvement.
Head of Customer Service Department
JSC Encom-Group (Energy service company)
Kyiv, Ukraine
05.2010 - 07.2011
- Managed the sales of the company's services;
- Analyzed competitors’ market conditions and segmented the customer market;
- Forecasted sales for the customer department;
- Developed pricing policies and monitored their implementation
- Analyzed the potential customer base, identifying customer needs, levels, and expectations;
- Acquired new customers, provided customer care, and developed a system of communication with customers;
- Assessed the financial reliability and security of potential business customers;
- Managed and led complex projects;
- Coordinated sales improvement initiatives.
Education
Proffesional Certification - Auditor of Quality Management Systems - ISO 9001:
Bureau Veritas
01-2015
M.D. - Sociology And Psychology
Mykola Gogol University
01-2005
Skills
- Quality management
- Data analysis (My SQL, R)
- Internal auditing
- Six sigma methodology
- Regulatory compliance
- Team leadership
- Process improvement
- Coaching methodology
Certification
"Art coaching". International training company Osnova. 2024 "Strategic management". Laba. 2018
"Business analyst". Web academy. 2017
Timeline
Head of Quality Assurance
PIN-UP.Tech
04.2019 - 12.2021
Head of Quality Assurance Department
Lucky Lubs (Gambling)
07.2014 - 07.2017
Head of Customer Service Department
JSC Encom-Group (Energy service company)
05.2010 - 07.2011
Proffesional Certification - Auditor of Quality Management Systems - ISO 9001:
Bureau Veritas
M.D. - Sociology And Psychology
Mykola Gogol University
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