Резюме CALL CENTRE GENERAL MANAGER

Nataliya*****

Page 1 of 2

Nataliya *****

15+ years’ experience in Customer Care / Sales /Hospitality / MICE /

Business Development / Project Management / Advertising

Goal: A strategic position developing Customer Care in an international company with wide oppor-
tunities for challenge of reaching business targets and improvement of professional competence

Cell, Viber: Показать контакты

E-mail:

******************* (mailto:*******************)

Location: Lviv (UA)

Skype: natasha.*****

Date of birth: ***********

www.linkedin.com/in/nataliya-*****-71099719 (http://www.linkedin.com/in/nataliya-*****-71099719)

EXPERTISE

• Strategic planning & effective launch of CC
• Goal-oriented management, winning
compaigns, leadership development

• Leading business units and motivating teams
• Initiating customer relationships & growing accounts
• Profitable business development programs

EDUCATION & TRAININGS

Period

University

Specialisation

Degree

1996-2001
1996-2001
2002-2003

National University

“Lviv Polytechnica”, UA

National University

“Lviv Polytechnica”, UA

Volkshochschule Aachen, Germany

Economist, Manager of foreign economic activities
Applied Linguistics. Interpreter of English 
Course of German language, Zertifikat Deutsch 

Master
Bachelor  
B1 

 

UEFA, UA LOC EURO2012, Kyiv, Ukraine, training “Club Prestige Sales”, 10.2011 

 

UEFA, PL LOC EURO2012, Warsaw, Poland, training “Venue operations”, 05.2012 

 Traini

ng Centre “RTC”, Lviv, Ukraine, training “HR-management”, *********** 

 Kyiv Mohyla Business School, Ukraine, w

orkshop “Compensation Management”, 03.2008 

CHRONOLOGICAL EMPLOYMENT HISTORY 

Company's profile / Position / Goals / Period 

Responsibilities / Achievements 

• Leopolis Hotel 5* (Lviv, Ukraine) 

 
Hospitality 
 
 
Sales Manager 
 
 
• Active B2B and B2G Sales –
bringing in corporate Guests and
making the hotel money 
 
Mar 2015 …



New leads generation, acquiring and developing new business accounts 



Retention of existing clients 



Preparing sales proposals



Observing the market and identifying trends 



Maintaining hotel relationships with key accounts, officials and

representatives of the local business community 



Developing sales strategies and action plans 

Achievements: 

- 30% maximized the profitability of the hotel by providing growing 

accounts

- Contributed into teambuilding by implementation of communication 

strategy 

- 

• foodpanda, eCommerce venture project of Rocket Internet AG (Berlin, Germany – Lviv, Ukraine) 

 
Global online platform for food ordering service, 
start up 
 
 
Customer Care Director, CIS (RU, UA, KZ) 
 
• Ensuring overall Customer satisfaction and 
accuracy of Customer/ Vendor data 
 
 
Aug 2013 … Mar 2015 



Set-up, hiring, management and training of the Call Center team



Creation of manuals and practices to improve Customer experience 



Support, troubleshooting and follow-up of Customer / Vendor issues



Co-work with other departments to improve front-&backend, UX tests 



Scheduling, script writing, setting appropriate KPIs, planning, targeting, 

budgeting, reporting and monitoring of relevant key figures 

Achievements: 

- Successfully launched and developed the multilingual Call Center for 3 

countries (18 employees) 

- Reached top team efficiency by implementation of own motivation policy 
- Received thankful letters from happy Customers 
- Hired 100+ people and lounched the affiliated branch 

• UEFA Events SA, event operations division, UEFA (Nyon, Switzerland – Dnepropetrovsk / Kyiv, Ukraine) 

Organisation of all UEFA competitions and events 
 
 
Hospitality Sales Manager 
 

• Active international sales
of Club Prestige premium hospitality products

(9 months contract) 

 
Oct 2011 … Jul 2012



Active sales of corporate hospitality products EURO2012 



Development of the best possible Clients portfolio 



Maintaining a permanent view of the market opportunities 



Ongoing identification of leads 



Closing follow-up of payment process



Ensuring permanent follow-up of the Client after-sales process 



Corporate hospitality on-site servicing process activity 



Activity at marketing and sales events 

Achievement (above the sales targets reach):  
- Fully understood and shared the male obsession with football)
Despite stereotype 

– made about 50 % of sales to female Customers

Nataliya***** 

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• Inguz LTD, full-cycle advertising agency, Lviv, Ukraine

Advertising, Brand Identity, Strategic Planning, 
Creative Design, Media Relations, Publishing 
House, In&Outdoor, Public Relations 
 
 
 
 
Executive Director 
 
 

• Construction of the development process 
• Project management
• Achievement of business and financial goals

 
 
 
June 2009 … Oct ************** … Aug 2013 



Brand-management 

Adaptation of brand strategies for the local markets 
Project scope, deliverables, schedules, budgets, task lists, business offers 



Sales 

Meeting turnover target, implementing business plan developed with CEO 
Boosting and increasing of clients` data base (retention / attraction)



Customer Care

Analysis of Customers` feedback and expectations
Ensuring the excellent Costomer service and relations



Marketing 

Marketing and promotion activities, new products development 
Evaluated market research. Budgeting and increase of cost efficiency 



Creativity 

Initiated / stimulated ideas. Created concepts, product vision. Copywriter.
Aligned creative approaches with communication strategy & requirements 



People management 

Built up synergy and cooperation. Assigned the responsibilities 
Determined clear targets. Combined outsourcing &outstuffing 

Achievements: 
- ********** % growth in different months during the year despite market collapsed 
- Increased the profitability through tighter policy of budgeting, pricing and restriction of target audience 
- Strengthened effectiveness and unloaded design department by implementation of flexible outsourcing model 
- Expanded the geography of company brand recognition to the whole Western region 

• New Standard of Business Travel LTD, Lviv, Ukraine

MICE-service provider, representative office of 
the international trade centre ‘Messe-Berlin’
 
Creative Director
 
• Planning and organizing of Special Events: 
business travel, corporate events, concerts, 
conferences, seminars, workshops, etc 
 
Sep 2007 … Feb 2009



Launch, development and promotion on the local MICE-market



Creation of event concept, script writing, directing, staging, scenography,

recruitment and management of contractors (up to 100 at once)



Engagement of wide range of HoReCa, artists and agents, team builders,

consultants and other partners and contractors 

Achievements: 

- Produced new type of corporative events in region 
- Introduced and implemented brand-new style of event-patterning 
- Set a corporate standard to ensure leadership development by carrying-

out of personnel coaching: sales, conference-service, protocol and 
etiquette, commercialese, copywriting, management of business-travel 

• Lviv representative office of trade fair «RESALE» (Karlsruhe, Germany – Lviv, Ukraine) at Lviv CCI

Leading trade fair for used machinery and 
equipment 
 
Director 
 
Jan 2004 … Aug 2007 



Created 

“

from scratch”

 highly effective branch of the international trade

 fair «RESALE»: point-of-sale, direct mail, and regional promo campaigns

Achievements: 

- The branch was recognized as one achieved the first place in Ukraine by 

the number of Customers (up to 9.8 times higher than average), 
profitability and professional level of delegates

• Lviv Chamber of Commerce and Industry (CCI), foreign economic activity department, Lviv, Ukraine 

Support of local and foreign business interests

1st category specialist
 
Assistance in the interpenetration of Ukrainian 
and foreign companies into markets 

Jan 2001 … Aug 2007 



Leader of joint projects with CCI`s, exhibition centres, diplomatic

 representations and relevant officials of Central and Eastern Europe



Head of business-missions abroad



FEA-consultant, the originator and reviewer of international contracts, 

Force Majeure confirmation, international business reference 



Acted as exclusive partner in Lviv of the Centre of International Migration 

and Development (Frankfurt-am-Main, Germany) in collaboration with 
integrated CIM-expert (creation and implementation of joint projects) 

Achievements: 

- 100+ international projects to extend the geography of economic relations, increase profitability of the enterprises: branch-
wise monitoring, guideline determination, consulting, organization of business-missions abroad (up to 120 members), MICE 
- Leading position among Regional Chambers in this field 

AFFILIATIONS 

2009 - 2013
2008

2001-2005

Fundraising expert at the biannual International project “Lviv Fashion Week”, Lviv, Ukraine 
Member of 

editorial board of “LABEL” magazine, Kyiv, Ukraine 

Article “Fundraising: the knack to find money for creative processes”, #3’08
Member of organizing commetee of annual International Economic Forum in Lviv 

LANGUAGES AND OTHER SKILLS 

Languages: 

Computer: 

Professional: 

Personal: 

Hobbies: 

English 

– advanced; Italian, German – intermediate; Ukrainian, Russian – native 

MS Word, Excell, PPoint, Outlook, dashboards, JIRA, Zendesk, Salesforce, Opera - full working proficiency 
effective leader, excellent interpersonal, written & verbal communication, presentation and analytical skills 
responsible, can-do oriented, strategic, self-motivated and diplomatic 
car-, sport- and cultural tourism, sightseeing, fine arts, history 

RECOMMENDATIONS at  (http://www.linkedin.com/in/nataliya-*****-71099719)

www.linkedin.com/in/nataliya-*****-71099719 (http://www.linkedin.com/in/nataliya-*****-71099719)

and upon request