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Network Power<100 people
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Work Background
Amer SportsProject Manager & PA to CFO
May. 2022Munich, Bavaria, Germany• Led internal finance projects to improve streamline approval processes (including export control policy) and data visualization. • Supported strategic decision-making by preparing high-level reports and presentations for the CFO, Executive Committee, and Board Members • Reduced travel-related expenses by 11% through efficient planning and vendor negotiation. • Streamlined calendar management, reducing scheduling conflicts by zero and improving meeting efficiency.
Decathlon UkraineCountry Customer Satisfaction Leader
Oct. 2020 - Jan. 2023Kyiv, Kyiv City, Ukraine• Managed a team of 35 with 5 direct reports across stores and DTC channels including a Contact Center. • Enhanced customer communication, receiving a 94% satisfaction rate based on post-interaction surveys. • Implemented Customer Service Standards and Mystery Shopper visits across Decathlon Ukraine, boosting in-store satisfaction by 35%. • Improved contact center performance by deploying chatbot solutions—30% of inquiries resolved automatically; reduced live agent response time to under 2 minutes • Launched sport-specific trainings, improving expertise and consultations, driving a 3% sales lift in a pilot store and a 20% increase in contact center basket value.
Decathlon UkraineCustomer Satisfaction Leader - Pochaina Store
Jun. 2019 - Oct. 2020Kyiv, Kyiv City, Ukraine• Led a team of 9 people directly and provided indirect leadership in Customer Service across the entire store team. • Owned the in-store customer service strategy—developed KPIs and successfully achieved 97% overall customer satisfaction for the year. • Led recruitment and onboarding in a highly selective environment—who progressed to key leadership roles such as Store Leaders and Store Operations. • Designed service and product knowledge training programs, ensuring 100% pass the trainings. • Created and led an initiative to recover lost sales during COVID-19, generating over 65,000 EUR in additional revenue with zero investment.
Decathlon UkraineCustomer Satisfaction Supervisor
Jan. 2019 - May. 2019Kyiv, Kyiv City, Ukraine• Managed customer feedback and NPS, identifying service pain points and driving improvements. • Oversaw cash operations, document flow, and staff scheduling, ensuring efficient operations. • Implemented added functionality in the customer profile and search system, increasing Loyalty Card penetration rate to 96% • Launched employee recognition program, boosting motivation and team culture—scaled to 3 additional stores across country.
Aloft HotelsSales Executive
Dec. 2017 - Jan. 2019Kyiv, Kyiv City, Ukraine• Took a central role in hotel’s pre-opening phase, ensuring successful launch and rapid positioning in the local hospitality market. • Built a corporate client portfolio from zero. Achieved strong market presence within the first 3 months, including hosting high-profile guests such as UEFA delegations. • Co-developed the event and dining offer from scratch in cross-functional collaboration, customizing services for high-demand clients such as the National Basketball Team.
Radisson BluMeetings & Events Sales Manager
Jul. 2017 - Dec. 2017Kyiv• Actively developed and nurtured relationships with corporate clients from diverse business sectors. • Played a major role in helping the hotel exceed M&E budget forecasts for 3 consecutive months, directly contributing through quick deal closures and value-driven event offers. • Coordinated all aspects of event execution—from menu selection and technical setup to guest logistics—working cross-functionally with internal teams and external contractors.
Horizon CapitalReceptionist & Fleet manager
Aug. 2016 - Jul. 2017Kyiv, Kyiv City, Ukraine• Invest team expense report management, meetings scheduling
• Updating company Intranet
• Maintaining the schedule of the office conference rooms
• Office cars fleet management
InterContinental Hotels Group (IHG®)Front Desk Agent
Jun. 2014 - Aug. 2016Ukraine, Kyiv• handling all Front Office activities with a high level of service and responsibility
• dealing with rebates, adjustments, refunds, creating pay masters.
• adhering IHG brand standards in daily activities
• excellent communication and customer service skills
Travel Master LLCAir Travel Consultant
Jun. 2013 - May. 2014Kyiv, Ukraine• Specialized in B2B client services, covering logistics for business events and full-scope travel and visa assistance
• Contract management, accounting and reporting
• Collaboration and communication with service providers
• Maintaining and updating website content.
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