Maryna Orlova

Supervising a call centre team that performs customer service; Setting and meeting performance targets for speed, efficiency, sales and quality; Recruiting, motivating and retaining staff and coordinating bonus, reward and incentive schemes; Handling the most complex customer complaints or enquiries; Managing efficiently the operations of a business unit and coordinating communication with the main office; Managing the budget for the office, processing payroll

Supervised workflow and monitored the standards of performance of the call centre projects; Motivated and trained team members on a daily basis to maintain a high level of competence; Coordinated staff recruitment, including writing vacancy advertisements and liaising with HR staff; Advised clients on products and services available; Monitored random calls to improve quality, minimise errors and track operative performance; Ensured analysis and reports to enhance the operations.

Performed daily payroll department operations – complex payroll calculations; audited, corrected information and balanced payroll. Presented variety of regular reports and detailed information to the concerned authority. Managed workflow to ensure all payroll transactions are processed accurately and timely.

Cold calling; prepared support documentation, e.g. contracts, offers, etc.; marketing activities: prepared newsletters, brochures, etc.

Economics and enterprise, Accounting and audit