Olga Yadav
Summary
- Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude.
- I am applying for this position based on the role requirements and its strong alignment with my experience with HR systems and a proven track record in business analysis and process modelling. I have extensive experience supporting a broad customer base through a Global employee engagement software supporting customers from multiple industries.
- My approach to systems analysis is rooted in building a deep understanding of customer needs and translating them into modelled system queries that help achieve organisational goals and a sound user experience.
Overview
12
12
years of professional experience
Work History
Product Support Specialist
Culture Amp
07.2021 - Current
- Serve as the first point of contact with HR customers and take ownership of the support channels (Intercom) with a primary focus on live resolution of issues raised by customers around the world.
- Engage internally with diverse teams to ensure excellent delivery of service.
- Strong knowledge of Human Resources Information Systems (HRIS) including native integrations and SFTP.
- Proven track record of the employee experience via Performance, Engagement and Develop modules (Engagement and Experience surveys, Self-reflection cycles, Goals, Career paths)
- Responsible for ensuring that customer data is handled securely as part of all interactions and by internal teams.
- Attention to confidentiality, protocols
- Researched and identified solutions to technical problems.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Work collaboratively with technical documentation specialist to provide assistance in implementing and developing training programs, customer facing support guides, internal confluence articles.
Product Support Officer
RAC WA
01.2015 - 01.2021
- Provide consistent product and technical support to various business units and identify system improvement opportunities
- Use time management to adapt to changing requirements and diverse workloads
- Prioritise workloads related to daily reports to meet strict deadlines and ensure good customer experience
- Contribute to agility by quickly adapting to changing stakeholder priority and needs
- Conduct user acceptance testing (UAT) of insurance system feature enhancements and improvements
- Engage with and build relationships with a variety of internal and external stakeholders
- Analyse complex scenarios to ensure the financial status of policies are accurately stated and maintained
- Conduct Insurance product incident and investigative analysis depending on severity.
Member Service Centre Sales Consultant
RAC WA
01.2013 - 01.2015
- Organise and conduct daily team stand-up meetings to reiterate the focus on important aspects of positive member services
- Address enquiries from members at the branch as well as over the telephone
- Achieve personal sales targets across all RAC products.
Sales and Customer Service Consultant
RAC WA
01.2012 - 01.2013
- Answer inbound enquiries from members, build and retain rapport to ensure positive member experience
- Provide accurate information on all RAC products to achieve personal sales and targets
- Create and maintain insurance policies and memberships, sell & cross sell RAC products and services
- Ensure all business is conducted in accordance with current legislative guidelines.
Education
Bachelor of Management in Hospitality, Ukraine
Skills
- Employee application support
- Strong data analysis skills and attention to detail
- Technical troubleshooting/ problem-solving abilities
- Support Services: customer communication and empathy
- Collaborative team player and contributor to continuous improvement activities
- Engaging with stakeholders at all levels
- Task prioritisation and time management skills
- Demonstrated strong communication skills
- Ability to work under pressure at peak and off peak times
Accomplishments
- Lead Chapter in organising the global virtual fundraiser event 'Leadership from the heart', Culture Amp
- Health & safety co-coordinator at Morley branch, RAC WA
- Annual Celestial Sales Award - Winner 2014, RAC WA
- Employee of the Quarter - nominee, RAC WA
- Striving to Succeed award - nominee, RAC WA
- Member of RACI Change Champions for Product & Sales
- Member of RAC Emerging Professionals
- Committee Member of RAC Public Speaking Club, Rostrum
Timeline
Product Support Specialist
Culture Amp
07.2021 - Current
Product Support Officer
RAC WA
01.2015 - 01.2021
Member Service Centre Sales Consultant
RAC WA
01.2013 - 01.2015
Sales and Customer Service Consultant
RAC WA
01.2012 - 01.2013
Bachelor of Management in Hospitality, Ukraine
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