Qwerty.Software

Led and helped coordinate the work of 3 product in-house teams: developers, marketing+analytics, and support.
1) developers: 
- cooperated with 30+ stakeholders to remove the barriers between the stakeholders and the team;
- increased retrospective meetings productivity by adding analytical reports;
- gathered stakeholders' feedback, analyzed it, and implemented improvements based on the analysis, such as:
° updated Definition of Ready to make the task-setting process easier and faster;
° created the format of regular sprint reports and launched them, for stakeholders to keep work transparent.

2) marketing+analytics: 
- created Definition of Ready for analytics tasks which saved 5% of the time of an analyst every Sprint;
- created a planning template for a new marketing hypothesis which helped specialists plan resources;
- implemented effective communication practices between marketing and developers' departments that reduced misunderstandings and increased alignment.

3) support:  
- in cooperation with 5 team leads, analyzed their routine tasks and optimized them to save 10% of their time every Sprint; 
- increased the task checking time x2, leading to a 15% increase in team productivity.

4) other:
- updated the Scrumban guide for newbies to save 1 hour of onboarding time;
- automated 3 work processes (task creation, task statuses update, filling reports);
- conducted 2 audits of other managers' meetings and gave feedback for improvements.

Scrum Master / Team Manager

Worked with 7 in-house marketing and support teams.
- led 4 to 7 Scrumban teams simultaneously (2-9 people in a team);   
- support team: calculated team's capacity, optimized planning flow, taught team leads 3 prioritization methods; 
- marketing (SEO, PBN, PPC) teams: managed 15-20 boards and backlogs, streamlined the task-setting process for a resource team, helped team leads analyze and solve discipline issues with their team members; 
- coached 7 teams on working with Agile principles, setting SMART goals, focusing on results,
using different planning techniques; 
- created personalized Jira dashboards for 3 team leads based on their everyday tasks;
- taught all team members how to use helpful Jira and Confluence tools (filters, task types, task relations, reports);
- facilitated regular meetings (daily stand-ups, plannings, retrospectives, backlog refinements) to increase the teams' productivity.

Project Assistant

- established positive relationships with 3k+ new customers and maintained trusting relationships with existing customers;
- assessed key target audience needs and pain points after in-depth customer interviews, and created personalized communication techniques based on them; 
- provided support across 4 channels: CRM chat, Livechat, phone calls, e-mails;
- maintained a consistent customer satisfaction rating of 95% or higher.

Sales And Service Agent

Haby Academy

Led a cross-functional international Scrum team of 8 people.
- helped Product Owner to organize and prioritize the product backlog and to keep track of the team's efficiency;
- coached the team to become self-managed and keep the focus on goals;
- added video calls to regular meetings to increase the team's engagement;
- ensured that all Scrum events took place and were positive and productive;
- offboarded and onboarded 4 team members.

Scrum Master

Khortitsa Palace Hotel Zaporozhye

- managed effective cooperation between 5 hotel departments (sales&reservations, accounting, restaurant, housekeeping, security) to ensure a four-star-quality service;
- kept track of the hotel load, made reservations for guests, translated documents, processed payments;
- updated a receptionist internship program and coached 3 trainees;
- reduced the average guest check-in waiting time by 10% by optimizing the check-in process and pre-preparation of keys.

Receptionist

I am a manager with 3 years of experience who knows how to communicate with people, coordinate teams, facilitate meetings, organize, and optimize work processes.

Taplio

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