Valeriya Usova
Lisbon
Overview
7
7
years of professional experience
Work History
Support Team Lead
Deel
03.2024 - Current
- Leading and coaching a team of 16 Support Specialists, ensuring alignment with OKRs and SLAs
- Acting as the CX POC for L2 Ops in Germany, Portugal, Italy, and France
- Driving cross-departmental projects to achieve a 20% Absorption Rate improvement
Support Domain and Process Improvement Lead
Deel
05.2023 - 03.2024
- SME for Benefits, Payroll, and GP Domains, overseeing escalations and resolutions
- Analyzed data, identified trends, and relayed user feedback to Product and Program Managers
- Collaborated with CX, Enablement, and Training teams to address challenges and drive initiatives
Support Quality Specialist
Deel
04.2022 - 05.2023
- Collaborated with cross-functional teams to streamline processes
- Conducted in-depth gap analysis exercises, prepared summary evaluating projects and teams’ performance
Support Quality Manager
Concentrix
05.2019 - 01.2022
- Optimized Ads Manager workflows and enhanced user experience insights for Facebook
- Coached a team of 60+ agents, ensuring high performance and quality
- Enhanced training and QA, achieving 95% CSAT and meeting KPIs
Sales and Event Manager
InterContinental Hotels Group (IHG®)
12.2017 - 03.2019
- Developed strategies to achieve catering sales goals for CIS and EMEA MICE markets
- Organized events for 100+ clients, including Kellogg's, IKEA, and Pfizer
- Managed a team of 3 Event Specialists
Education
Bachelor of Arts - International Economic Relations
Moscow State Institute of International Relations
Moscow06-2017
Skills
- Microsoft Office
- Google Suite
- JIRA
- Looker
- Playvox
- Salesforce
- Slack
- Zendesk
Languages
Russian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Intermediate (B1)
Timeline
Support Team Lead
Deel
03.2024 - Current
Support Domain and Process Improvement Lead
Deel
05.2023 - 03.2024
Support Quality Specialist
Deel
04.2022 - 05.2023
Support Quality Manager
Concentrix
05.2019 - 01.2022
Sales and Event Manager
InterContinental Hotels Group (IHG®)
12.2017 - 03.2019
Bachelor of Arts - International Economic Relations
Moscow State Institute of International Relations