Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
Moscow
06-2017

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

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Valeriya Usova