Olena Raykova

Financial reports: People Planning Report and Cost Location Report incl. communication with top managers; source – QlikSence ( in the past QlikView) and RMR Tools.
New Hire Process support: push and monitor of new Reqs lifecycle; communication with WW.
Involvement rate Report for ONELead Program; source – Finance Report.
Monthly preparation of hot topics within the Geography and distribution to top managers - so called "Talking Points Newsletter".
Active support of Website/SharePoint: create, edit, develop.
Participation in various Programs/Projects.
Creation and maintenance of Supplier Catalogue; keep track of the up-to-date information.
Plan meetings, events occasions incl. flights, hotels, visas, transportations, conference rooms, meeting’s agenda etc.
Performing of the following reports for DACH AS such:
Vacation Report
Exit Tracker Report
OS/APS Exit Reports
Cost location Report
HRBI Report
Age Structure Report
IPM Report
Cross Charge Report
Car Fleet cost OS/APS

Travel Report

Type of business: IT

Delivering in-depth technical end-user support, through contact registering, classification, resolution, ticket tracking & end-to-end ticket management on the full range of services and applications as pre-defined for the customer. Adhering of e-mail/phone login procedures, following strictly SLAs.

Obtained skills: troubleshooting, Windows 7, Windows 10, Software installation, Active Directory, Networking

Type of business: IT

Full job Title: Multi-Supplier Operations Incident Lifecycle Coordinator (MSO ILC)

Non-technical customer service support (procedure/process oriented)

Operational Management:

• Providing non-technical customer service support to the service desk agents in some cases to onsite resources.
• Direct communication with all involved suppliers within the account
• Monitoring workloads for interested parties and following up on cases that have not been resolved within agreed time frames
• Managing the internal SharePoint, keeping the information, processes and instructions up to date.

Incident Lifecycle Management and Cross Supplier Steering:

• Managing and steering cross-supplier Incident lifecycle of severity 3 and 4 incidents, utilizing the IMPACT Solution, or other similar tools designed and/or validated by Multi-Supplier Management;
• Monitoring incidents out of process, performing analysis and following up with nominated point of contact within the Service Suppliers and/or MSO management until incident resolution;
• Invoking the appropriate level of support to move incidents through the process until resolution, whenever no proper attention and/or timely handling by the Service Supplier Teams are ensured.
• Managing cross-supplier bouncing incidents. Enabling and coordinating the cross-supplier collaboration, either by phone and/or e-mail where an incident is being returned for reassignment with unknown next assignment and no ownership acknowledged by any Service Supplier.
• Invoking the MSO Strategic Incident Management Team and MSO Account Process Lead to ensure prompt progress and correct ownership of bouncing incidents where such cannot be established.
• Providing regular feedback to the Service Suppliers and MSO Management on process compliance and case management instructions to ensure Service Suppliers’ teams improvement in achieving the agreed SLA/ SLO/ KPI.

Escalation Management:

Liaising with senior management within the customer’s organization and resolving agencies during resolution of escalated cases

Type of business: IT

Non-technical customer service support (procedure/process oriented)

• Performing root cause analysis;
• Monitoring top level case management queues and bringing issues to management attention;
• Monitoring individual task lists / WIPBINS for leavers and absentees;
• Producing and analyzing respective reports;
• Completing ad-hoc tasks related to the monitoring of task lists/queues;
• Participating in weekly customer’s meetings in order to provide detailed information on critical cases;
• Providing feedback to an agent on specific case management processes to allow agents to meet their individual SLA’s;
• Maintaining case validation processes approved and validated by both the customer and HP’s management team during change board review;
• Participating in client workshops for process improvement;
• Remaining well versed in Helpdesk policies, procedures, standards and documentation;
• Projecting SIP handling/monitoring;
• Handling formal communication with the customer management (end customer);
• Complying with specific or ad-hoc tasks including answering incoming calls to assist with volumes during spikes, outages, etc.

Type of business: IT

First Line Technical Support Analyst – Russian and English, Senior Level, Alcatel-Lucent/Nokia /Palfinger Project (client HPE)

• Answering phone contacts;
• Creating tickets for new calls in the HPSM tool
• Identifying and resolving customer’s issue/request or incident using the knowledge base tools or other trusted technical resources;
• Fully documenting of every ticket, including all resolution steps;
• Applying all needed procedures for regular updating the pending tickets;
• Adhering to all policies, telephone login procedures, pre-defined deadlines and the GSD’s metrics.
• Presenting a positive, effective and flexible contribution to achieve team targets and objectives;
• Collaborating with other team members to provide high quality support;
• Capacity for constant self-development using day-to-day work, web-based trainings and other available trusted tools.
• Mentoring new starters
• Employee of the Month July 2015
• As of December 2015 – RSSG backup role

Type of business: media

• Designing the structure of the website and feeding it with reader-oriented information;
• writing reviews of new and old movies, TV Shows, and other projects;
• developing and writing the content for the website of the popular Ukrainian TV Show Fabrika Zirok (Ukrainian equivalent of Star Academy and American Idol);
• translating the news from Russian into Ukrainian and uploading it on the reporter.novy.tv website;
• updating the “New Channel” website on a daily basis;
• editing and checking forums and blogs on the website;
• planning and conducting marketing activities for the “New Channel” website;
• participating in developing the structure and the design of Internet projects and performing website usability testing;
• determined readiness of written pieces, made changes and approved final versions for publication;
• supported publication by helping develop layouts and collaborating with production teams.

Branch of an international assistance company "Coris International"

• maintaining of documents (registration of incoming invoices from abroad);
  administration of business correspondence;
• negotiation and conclusion of contracts with foreign partners;
• regulation of medical cases with insurance companies and their clients;
• sending documents by post;
• generated and submitted invoices based upon established accounts receivable schedules and terms;
• regular foreign exchange transactions abroad for insurance cases.