Специалист службы поддержки (английский язык)

Описание

Highly motivated, reliable, confident and committed to professional standards
Working effectively and independently, contributing to a team effort
Self-guided, detail oriented with strong inter-personal and communication skills
Strong organizational and planning, analytical skills
Ability to handle multiple tasks simultaneously under deadlines, with effective reporting skills
Ability to set priorities with effective time management skills
Result oriented and flexible, with effective problem solving skills
Ability to work under stress and in conflict situations

Work experience:
2016 Sept.-since
"School of foreign languages "Repetitor" in Khabarovsk, RF -as a pedagogue

2005 December-
2016 February
"K-Telecom" CJSC/ "Viva-Cell MTS"- mobile operator / Armenia
Area/Marz Responsible-Shirak

2015-2016
Included in "Academy of Leadership" program as a HiPo employee/ implementing "Recycle Program" as a HiPo-Team 2 member

2011-2013
Included in long term "Talent pool members" list as a good employee

2008 July-2008 Dec.
Corporate program implementation with "Shant" TV-20 homes donations to the vulnerable families after the 20 years of Earthquake in Armenia
(survey of vulnerable families, organizational/documentation/negotiation/houses survey and etc... activities implementation with daily work)

2007 October
8 Service Centers and a Mobile SC were operated in Shirak marz/AR

2007 October
Additional 2 SCs started the work in Gyumri/AR

2006 June
5 Regional SCs started the operation in Shirak marz (Amasia, Ashotsk, Akhuryan, Artik, Maralik)

2005 December 23
Gyumri-1 RSC was started the work

Responsibilities as Area / Marz/Regional Responsible:
ensure systematical visits, spot checks in regional Service Centers
assess the needs of the customers and provide proper solutions according to the established procedure
ensure smooth integration of the new comers into the work process
follow up on staff attendance as well as timely and properly provision of any kind of leave form
preparing monthly report on the remaining stock and movement of cards/devices/products in the regional SCs
prepare daily/monthly reports on administrative issues, other works and services
prepare daily report on quantity of transactions/amounts proceeded in billing and cash collected in SC as per need
prepare reports on mobile SC visits/schedule of the visits
prepare reports on regional SC visits/schedule
prepare reports on the race of the regional cars and mobile SCs
prepare reports on the compliance of the sold cards and mobile numbers to be sent for the archiving process as per the set
in case of need provide other reports
report on customer feedback, customer queue management and waiting time in case of necessity
report on services and processes failures in case of necessity
report on the functionality of the working applications in case of necessity
report on the organization of phone/devices repair in case of necessity
report on qualitative and quantitative key performance indicators execution
ensure that the management is adequately briefed on all relevant matters/issues
Ensure communication and working relationship with Company staff, customers, partner companies
follow-up on the movement, balance and remaining of SIM cards, mobile phones, accessories and other related devices
follow up on the proper cash flow registration and encashment in the Service Center as well as the fidelity of the collected cash and non-cash amounts
submit product related request forms to the management for ensuring SC daily operations
cooperate with other units of the Company and ensure proper communication
ensure brand presence and BTL materials updаtеaccording to the set standards
follow-up on qualitative and quantitative key performance indicators
close follow-up queue and waiting time
control on SC's property and follow-up on solving the administrative issues
ensure regional SCs working process according to set standards, company's Core values and local population specifications
collaborate with dealers of region level, thus assisting to active sales in local market
act as liaison between HQ and regional offices to ensure the requested purchase and office supplies are provided
conduct meetings with regional SCs coordinators and responsible staff (39 employees) on a monthly base, to discuss the main problems and suggest new ideas
ensure confidentiality of the customer data and the Company activities/ standards
escalate pending issues according to the established procedure
control on transactions taking place in regions' Service Centers
conduct proper performance appraisal of the staff and follow up on subordinate staff for the staff performance appraisal
manage conflicts between staff members
follow-up proper work organization
provide information to employees about new or changed products/services/procedures/polices

2005 Sept.-2005 Dec.
Gyumri City school #1 / Armenia
Vice director
Responsibilities:
Manage and supervise all administrative-organizationa
Fund raising and Proposal writing for Education process related projects implementation
Support Headmaster during the activities concerning the education, schooling

2001 May-2005 April
"Armenian Caritas" NGO /Benevolent organization/ (AC) Armenia
Programs Manager of
"Social Transition Program" (STP) funded by USAID, partner organization: CRS
"Parent School Partnership" (PSP) program funded by COORDAID, partner organization: Caritas France
Responsibilities:
Manage the USAID funded Food Assisted Education program, which is a part of the overall Armenian "Social Transition Program" (ASTP)
Collaborate with the CRS Armenia/Caucasus during STP implementation
Provide mentoring, coaching, technical assistance to AC/STP staff in programs implementation, communication, negotiation, donor regulations
Develop and establish reliable Monitoring & Evaluation systems and methodologies
Supervise, support and coordinate the activity of team
Maintain and updаtеprograms database (STP/PSP)
Communicate with donors and partners on a regular basis
Participate in the development of proposals in AC programming areas
Manage and supervise all activities of two field and main offices in Yerevan, Gegharkunik and Shirak marzes within STP/PSP
Manage and supervise all expenditures and financial operations of activities of STP/PSP
Manage, supervise and support all the PSP and STP staff (45 person) in survey, implementation and development of programs (including community capacity building and public health trainings, school feeding, reconstruction works, tenders, bidding, market survey procurement)
Monitor and evaluate the implementation of programs
Collaborate with the CRS Armenia/Caucasus and other NGOs during programs implementation
Develop and maintain positive working relationships with local authorities, implementing NGOs and other agencies, in order to ensure the coordination of activities and provide technical guidance of them
To assist the successful communities in Micro Business projects trainings, proposal writing, approved projects implementation and monitoring process

2003 September-
"Armenian Caritas" NGO / Benevolent organization/ (AC) Armenia

2003 December
Program Technical Coordinator of "First Steps" Program implemented by "Parent School Partnership" Association NGO (funded by CRS)
Responsibilities:
Assist and coordinate the pilot program implementation of the new registered NGO based in Yerevan, Gegharkunik and Shirak marzes

2000-2001 May
"Armenian Caritas" NGO /Benevolent organization/ (AC) Armenia
Trainer of "Social Transition Program" (STP) funded by USAID, partner organization: CRS
Program Officer of "Parent School Partnership" (PSP) program funded by COORDAID, partner organization: Caritas France
Responsibilities:
Strengthen community involvement in civic life
Organize seminars, conferences, meetings with beneficiaries, donors and partners
Strengthen community involvement in Armenian education sector
Develop and facilitate new training modules using PLA
Assist in the design of detailed work plan and implementation strategy
Collect and analyze data
Conduct monitoring/follow up
Monitor, supervise and build the capacity of programs trainers and monitors
Conduct spot-check monitoring visits to project sites
Collect and analyze data, document lessons learned, reveal tendencies
Support to the establishment of STP/PSP database, maintain and updаtе●
Provide training in various protocols and/or disciplines of Parent Councils
Assist the Parent Councils in development and organization of the STP/PSP programs
Develop and maintain positive working relationships with local authorities, implementing NGOs and other agencies, in order to ensure the coordination of activities and provide technical guidance to team
Identify communities need and assist in developing STP/PSP program
Design STP/PSP micro projects
Develop different training modules
Monitor and evaluate the implementation of projects

2003 September
"Armenian Caritas" NGO / Benevolent organization/ (AC) Armenia
Sociological survey with UN/WFP in Shirak and Aragatsotn marzez

1998 -2000
"Armenian Caritas" NGO / Benevolent organization/ (AC) Armenia
Program Officer of "Parent School Partnership" (PSP) program
Responsibilities:
Strengthen community involvement in civic life
Organize seminars, meetings with beneficiaries, donors and partners
Strengthen community involvement in Armenian education sector
Develop and facilitate new training modules using PLA
Assist in the design of detailed work plan and implementation strategy
Collect and analyze data
Conduct monitoring/follow up
Monitor, supervise and build the capacity of program
Conduct spot-check monitoring visits to project sites
Collect and analyze data, document lessons learned, reveal tendencies
Establish of PSP database, maintain and updаtе●
Collaboration with CRS and UN/WFP FFW program during PSP program implementation as partners
Provide training in various protocols and/or disciplines of Parent Councils
Assist the Parent Councils in development and organization of the PSP program
Develop and maintain positive working relationships with local authorities, implementing NGOs and other agencies, in order to ensure the coordination of activities
Identify communities need and assist in developing PSP program
Develop different training modules
Monitor and evaluate the implementation of projects

1996 - 1998
"Save the Children"/Armenia/Talin Sub-Office
Administrative Assistant
Responsibilities:
Manage and supervise all administrative activities of sub-office
Manage office equipment
Manage and develop filing system of the office
Manage communication and correspondence, to collect information
Manage, supervise and support of the Support staff in daily activities
Support the Program Manager during the activities concerning the micro-projects proposal writing and finance part, monitoring and evaluation of micro-projects if needed /in Aragatsotn and Shirak marzes

1995-1996
Talin City school #2 / Armenia
Vice director/teacher
Responsibilities:
Manage and supervise all administrative-organizational activities of school
Teach Armenian History and English language
Support Headmaster during the activities concerning the education, schooling

1994-1995
Talin City school #2 / Armenia
Teacher
Responsibilities:
Teach Armenian History and English language

1993-1994
Academic secondary collage of Talin City /Armenia
Pedagogue
Responsibilities:
Teach Armenian History and English language

1992-1994
"Artin" factory of Talin City/Armenia
Secretary
Responsibilities:
Manage and develop filing system of the factory
Manage communication and correspondence
Collect information

1991-1992
Pedagogue at the #1 kindergarten in Talin City/Armenia

1987-1991
Pedagogue at the Sorik village school in Talin region/Armenia

Education:
2012-2014
State Engineering University of Armenia /Economics and Management of Enterprises/MBA

1989-1994
Armenian State Pedagogical Institute after Abovyan/Bibliographer and Librarian /MBA

1987-1989
Teacher Improvement Republic Institute/2 years English courses

1977-1987
#1 Secondary School in Talin City/Armenia

Trainings:
Participated
●"7 Habits of Highly Effective People" / Franklin Covey/Aghveran
●"Corporate and Personal relationships"/Yerevan
●"Client Orientation"/Yerevan
●"Main skills of Management"/Yerevan
●"Successful presentation preparing"/Yerevan
●"3G network implementation main ideas"/Yerevan
●"Situational Leadership"/ CSP Middle East/Yerevan
●"Process Management"/ CSP Middle East/Yerevan
●"Strategic Management"/ CSP Middle East/Yerev
●"Teambuilding"/ CSP Middle East/Yerevan
●"Change and Conflict Management"/ CSP Middle East/Yerevan
●"Effective Communication Skills"/ CSP Middle East/Yerevan
●"Situational Service"/ CSP Middle East/Yerevan
●"Handling customer complains"/ CSP Middle East/Yerevan
●"Problem Solving and Creative thinking"/ CSP Middle East/Yerevan

Computer Skills
MS Office, HTML, Internet, E-mail

Languages
Native Armenian speaker, fluent in English, Russian and Deaf languages